Conferences & workshops organized by ELOQUANT

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Have we reached the end of the ROI-driven customer — and entered the era of the tyrant customer?

Customer expectations keep rising: the “everything, right now” mindset, the demand for recognition and personalization… Teams now face stronger, more frequent, and sometimes disconcerting emotional reactions.

How can we stay aligned with these heightened emotions? How can we turn them into a real differentiator, especially in markets where products and services are increasingly similar?

Another crucial question emerges: should we try to keep every customer at any cost, or establish clear boundaries to protect both the relationship and the employees?

Finally, with incivility on the rise, what practical approaches can help reduce tension and turn difficult moments into opportunities for reconnection?

In 45 minutes, our speakers will share their best practices (emotion sheets, coaching…) and strategies (customer profiling, VIP‑isation…) to help you stay on course in a customer relationship that is becoming increasingly unpredictable.

AI is now taking root at the heart of customer relations, profoundly transforming the way organisations inform, support, and personalise interactions. It accelerates analysis, sheds light on complex situations, and enables a level of responsiveness that was previously out of reach. Yet a key question remains: what does it truly change in our ability to create human connection?

Far from diminishing the role of people, AI actually refocuses teams on what constitutes real relational value: attentive listening, nuance, warmth, and everything that cannot be automated.

Our speakers will share concrete applications of generative AI that enhance relationship quality, including: a callbot capable of handling 75% of requests autonomously without lowering satisfaction levels; a chatbot managing as many interactions as four agents; and personal AI assistants achieving 93% satisfaction among employees.
The goal goes far beyond productivity: this combination of AI and human expertise elevates the experience delivered and brings new breath—and meaning—back to customer relationships.