Conferences & workshops organized by KPAM

Companies that make the most progress in customer satisfaction know how to limit themselves to 3-4 projects per year. But how do you choose these projects? How do you prioritize them? 

KPAM, a specialist in CX diagnostics, will present the logic of the customer tracker®, the modeling of customer journeys based on verbatims, which allows prioritizing projects based on their impact on customer satisfaction. With the firsthand experience shared by Françoise Baumans, Customer feedback manager BELUX at Nestlé Nespresso and Christophe CORROYER, Head of Customer Insights at Burger King.

Many companies claim to want to put the customer at the heart of their concerns. In companies that excel in customer experience, the customer is THE main concern, and employees are aware of the challenges and know the expected behaviors. This greatly facilitates the implementation of CX action plans. 

So, how do you develop a customer-centric culture? How do you raise awareness among leaders and employees about the benefits of a greater customer focus? 

This is the theme that will be explored by KPAM Next, a specialist in implementing customer culture, with the firsthand experience shared by Catherine BHAUD, Deputy Director of Services and Customer Relations at SNCF Gares & Connexions.