September 1st 2020
09H30-10H30 : Faced with the crisis, customer consideration, the cornerstone of the experience
Moderator
Eric DADIAN
Chairman
AFRC
Speaker
Vincent GIRAUD
Director E-commerce and Omnicanal
Club Med
Speaker
Damien NUYTTENS
Operations and Customer Relations Director
Gaz Européen/Butagaz Group
Speaker
Valérie MOULINS
Director of Communications and Patient Experience
Hopital Foch
14H00-15H00 - Towards more ethics in the relationship, a requirement reinforced by the crisis
Moderator
Thierry SPENCER
Blogger
Sens du client
Speaker
Thibault de SAINT BLANCARD
Co-founder
ALENVI
Speaker
Andrea BERTONE
Chief Revenue Officer
OPENCLASSROOM
16H30-17H30 - Turning the customer's voice into a performance lever
Moderator
Marie-Louis JULLIEN
General Delegate
AMARC
Speaker
Peggy BOURREAU
Customer Centricity – Request Change Leader
MICHELIN
Speaker
Stéphane BOURRIER
Directeur Business Unit, Customer Experience Manager
UCPA
Speaker
Mélanie LOCHET
Head of Customer Complaints Service
MMA
September 2nd 2020
09H30-10H30 - Giving voice to your relatioship
Moderator
Martine FUXA
Editor-in-Chief
E-commerce Magazine & Customer Relationship Magazine
Speaker
Grégory SION
Managing Director Commerce, Digital and Innovation
Pierre & Vacances Center Parcs Group
Speaker
Nicolas BONAVITA
Head of Digital Consulting
COVEA
15H15-16h15 - Artificial intelligence for the benefit of both customers and employees
Moderator
Ludovic NODIER
Founder
Elu Service Client de l’année
Speaker
Cécile DEJOUX
University Professor, Director Learning Lab Human Change
National Conservatory of Arts and Crafts
Speaker
Karim ZEMOULI
Director of Innovation and Customer Experience
NATIXIS Assurances
Speaker
Aurélia GIRAUDIER
Head of Front Office Customer Relationship Tools
BOUYGUES TELECOM
September 3rd 2020
09H30 -10H30 - The inclusive design of the experience or how to deal with fragile customers
Moderator
Claire MOREL
Journalist and writer
LA FABRIQUE A CONTENUS
Speaker
Anne du CREST
Director of Consumer Affairs
Veolia Eau France
Speaker
Agnès BAILLOT
Customer Experience Delegate
GRDF
Speaker
Antoine GOEB
Account Director
COFIDIS
14H00-15H00 - Instant messaging, responding to the need for immediacy
Moderator
Thierry SPENCER
Blogger
Sens du client
Speaker
Sophie DUGELAY
Director of Digital Operational Marketing and Customer Experience
Adecco
Speaker
Jean-Marc PENELAUD
Customer Relationship Director
La Redoute
Speaker
François RONDEAU
Digital Customer Relationship Manager
ORANGE SOSH
Speaker
Chafya Benlarbi BENLARBI
Director of Customer Service
AMERICAN EXPRESS