Plenary conferences

26 March 2024 09h30 to 10h30 Grand Amphithéâtre Plenary conference

Rekindling desire: the 2024 ambition of customer relations professionals, presented by the AFRC

Organized by Salon All4Customer Paris

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After a number of crises, it's high time to restore envy to its rightful place in corporate management and customer relations. Envy, the desire that inspires the will to act, fuels the need for commitment. It's a driving force made up of emotions, and for employees, the search for fulfillment within the company is the path to lasting customer relationships. This introductory plenary session, presented by the AFRC, gives the floor to companies that have distinguished themselves at the Palmes de la relation client awards in the fields of Customer Experience, Citizen Experience and Employee Experience. Discover the winners' best initiatives: an in-house intrapreneur program, the implementation of a short loop to manage dissatisfaction, and an integrated customer service model available 24/7.

Conference Moderator:

Eric	 DADIAN

Eric DADIAN
Président – AFRC

Speakers:

Pierre	 GRAUBY

Pierre GRAUBY
Directeur De La Relation À Distance – LA POSTE

Bertrand	 OLEJNIK

Bertrand OLEJNIK
Directeur Opérationnel France Service À Domicile, Et Résidences Services – DOMUSVI

Myriam			 HUIN

Myriam HUIN
Directrice Adjointe De La Deud (france Travail) – POLE EMPLOI

Isabel			 IBANEZ

Isabel IBANEZ
Directrice De L’incubateur (france Travail) – POLE EMPLOI

26 March 2024 10h45 to 11h45 Grand Amphithéâtre Plenary conference

The future is already here: generative AI, data, image recognition, super apps, augmented reality.

Organized by Salon All4Customer Paris

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Let's explore the exciting future of digital marketing and retail together at our exclusive conference. Discover the concrete applications of tools such as generative AI, data mining, image recognition, super apps and augmented reality, which will redefine the sales/customer journey in a variety of industries. Join us to anticipate and shape the future today.

Conference Moderator:

Cécile DELETTRE

Cécile DELETTRE
Présidente Cd Competence Development et International au Féminin – RESPONSABLE DES CONFÉRENCES ALL4CUSTOMER PARIS - MARKETING

Speakers:

Alexandre	 FAUVET

Alexandre FAUVET
Membre du conseil d'administration – FUSALP

Laurent  ESKENAZI

Laurent ESKENAZI
Directeur marketing et data – BPCE FINANCEMENT

Axel 	 DAUCHEZ

Axel DAUCHEZ
Président – MAKE.ORG FOUNDATION

26 March 2024 14h00 to 15h00 Grand Amphithéâtre Plenary conference

Multinational complaints and claims benchmark, presented by AMARC

Organized by Salon All4Customer Paris

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L'AMARC takes you on a 60-minute tour of the world of customer complaints. Although customer complaint management is probably the oldest profession in the world, the way it is expressed and managed varies from one culture to another. At this conference, AMARC will share some of the lessons learned from a recent benchmark conducted with its Australian and Canadian counterparts. This is an opportunity to import best practices from multicultural environments and internationally deployed organizations. Managerial and organizational dimensions, as well as management methods: there will be no shortage of benchmark elements during this plenary session, with insights and testimonials from our three guest experts.

Conference Moderator:

Marie-Louis JULLIEN

Marie-Louis JULLIEN
Délégué Général – AMARC

Speakers:

Claire	 DE SELVE

Claire DE SELVE
Customer Relationship Director Emea – ORANGE

Emmanuelle			 SAINT JOST

Emmanuelle SAINT JOST
Directeur Voix Du Client – BNP PARIBAS CARDIF

Louis-Nicolas BIER

Louis-Nicolas BIER
Directeur Des Opérations, Services Aux Membres Et Clients – AUTOMOBILE CLUB DU LUXEMBOURG

26 March 2024 15h15 to 16h15 Grand Amphithéâtre Plenary conference

Transformation 4.0: integrating innovations, digital and green technologies, redesigning organizations and boosting talent.

Organized by Salon All4Customer Paris

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Explore the accelerating transformation of businesses at our exclusive conference on digital and environmental transformation. Leaders from luxury, retail and financial services will share how companies are challenging the status quo, reorganizing and rapidly developing skills, creating business models and adapting. With 80% of the jobs of 2030 still unknown (source: World Economic Forum), this conference offers a unique opportunity to understand and anticipate the rapid evolution to obtain the talent and improve the skills needed to succeed tomorrow, particularly in retail media, marketing, communication and innovation.

Conference Moderator:

Cécile   DELETTRE

Cécile DELETTRE
Présidente Cd Competence Development et International au Féminin – RESPONSABLE DES CONFÉRENCES ALL4CUSTOMER PARIS - MARKETING

Speakers:

Laura PHO DUC

Laura PHO DUC
Directrice exécutif pilotage – LVMH RECHERCHE

Nathalie  RISACHER

Nathalie RISACHER
Global Head Human Resources & Culture – NATIXIS

Miguel Ángel 		 GONZÁLEZ GISBERT

Miguel Ángel GONZÁLEZ GISBERT
Global Chief Technology & Data Officer – CARREFOUR

26 March 2024 16h30 to 17h30 Grand Amphithéâtre Plenary conference

From path to experience, from norm to emotion: the great challenge of relationships

Organized by Salon All4Customer Paris

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As customer experience becomes more and more of a concern and a management discipline within companies, emotions are increasingly taken into account. The customer experience is a matter of perception, the sum of all interactions and interfaces with the customer, and in each point of contact nestles a feeling, an emotion. The design of customer journeys pushes companies to standardize, frame, script and process customer relations - a legitimate approach, but one that can lead to ignoring the emotions of customers and employees alike. How can we measure customer emotions? How can employee emotions and customer emotions be mirrored? How can we reconcile the delivery of an expected service with its emotional impact? How can we ensure impact and make the difference with an emotionally rich experience?

Conference Moderator:

Thierry	 SPENCER

Thierry SPENCER
BLOGUEUR – SENS DU CLIENT

Speakers:

Clarisse			 CHARREAUX

Clarisse CHARREAUX
Directrice Marketing Et Communication – ZEISS VISION CARE FRANCE

Amélie	 ANASTASSIADES

Amélie ANASTASSIADES
Directrice Excellence Client – AESIO MUTUELLE

27 March 2024 09h30 to 10h30 Grand Amphithéâtre Plenary conference

Making the most of generative AI for the benefit of customers and employees

Organized by Salon All4Customer Paris

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Just over a year after the launch of ChatGPT, which was a runaway success, 71% of French people have already heard of generative Artificial Intelligence tools, and among them, 31% have already used it, according to the BVA Xsight 2023 Customer Services Observatory. Many companies are exploring the opportunities offered by Generative Artificial Intelligence to improve customer experience and enhance employee skills. There are many concrete applications for generative AI in different sectors, and linked to these are the potential challenges associated with the adoption of this technology, notably through the ethical and responsible use of generative AI.
While the majority of customers are ready to use generative AI to obtain a fast, efficient response from a customer service department, companies need to organize their content and data, and upskill their staff to guarantee a smooth, personalized experience. What are the concrete applications of generative AI in customer relations? What challenges do companies face to keep pace with this new technological race and increase operational efficiency?

Speakers:

Martine	 FUXA

Martine FUXA
Directrice Des Rédactions – ECOMMERCEMAG ET RELATIONCLIENT MAGAZINE

Delphine			 RHODES

Delphine RHODES
Directrice Relations Clients Et Services Hôtels – BEST WESTERN FRANCE

Damien	 NUYTTENS

Damien NUYTTENS
Directeur Expérience Clients Et Opérations – EDENRED FRANCE

Jacques-Olivier GUICHARD

Jacques-Olivier GUICHARD
Digital Transformation Business Partner – GROUPAMA

27 March 2024 10h45 to 11h45 Grand Amphithéâtre Plenary conference

Optimize E-Commerce with influencer marketing, social networks, data, content creation, platforms and marketplaces.

Organized by Salon All4Customer Paris

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Dive into the heart of the e-commerce revolution, accelerating results and ROI.  Explore how artificial intelligence, platforms, social networks, streaming, influencers and data processing are redefining the e-commerce ecosystem, propelling customer marketing, data mining and digital to new frontiers of success and innovation. How to remove the brakes linked to the cookie-free world and the new AIAct regulations in addition to the RGPD.

Conference Moderator:

Cécile  DELETTRE

Cécile DELETTRE
Présidente Cd Competence Development et International au Féminin – RESPONSABLE DES CONFÉRENCES ALL4CUSTOMER PARIS - MARKETING

Speakers:

Laurent  EVAIN

Laurent EVAIN
Head of Data Marketing – DECATHLON

Aurore	 NADAUD

Aurore NADAUD
Responsable Performance Digitale – CROIX ROUGE FRANCE

Edilia	  GANZ

Edilia GANZ
Directrice – FEDORA PLATEFORME

Olivier  DUFIT

Olivier DUFIT
Directeur General Adjoint – THE ORIGINALS

27 March 2024 12h00 to 13h00 Grand Amphithéâtre Plenary conference

Transform Your Customer Experience with Zoom Contact Center

Organized by ZOOM

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We are delighted to invite you to our upcoming conference, which will highlight revolutionary advancements in customer experience, presented by our distinguished expert, Mathieu Gouot. With his deep expertise and passion for continuous improvement in customer interactions, Mathieu is perfectly positioned to guide you through the nuances of the ZCX Suite, our cutting-edge offering designed to transform your customer relationship.
The ZCX Suite is crafted to meet the modern challenges of customer experience by providing a range of intelligent and versatile tools, structured across three essential levels:
1. **Zoom Contact Center**: This key component enables omnichannel management of the customer journey, ensuring smooth and consistent communication across various touchpoints. Whether your customers prefer phone, live chat, email, or social media, the Zoom Contact Center connects them to the support they need, exactly when they need it.
2. **Zoom Virtual Agent**: At the heart of intelligent automation, our AI-based conversational chatbot engages your customers with quick and accurate responses, improving efficiency while maintaining a personal touch.
3. **Zoom Workforce Engagement Management**: This solution equips your agents with advanced planning and training tools, optimizing your team's performance and ensuring an exceptional customer experience with every interaction.
Mathieu will explain how these solutions can not only be used synergistically for a unified customer and employee experience but also how they seamlessly integrate with your existing infrastructure or the Zoom platform.
Whether you're a seasoned professional in the customer experience field or looking to enhance your business's interactions with its customers, this conference will provide you with valuable insights and practical strategies to elevate your customer service to new heights.
Join us for an enriching session that promises to redefine your approach to customer experience and embrace the future of customer engagement with confidence and innovation.

Conference Moderator:

Mathieu GOUOT

Mathieu GOUOT
Customer Experience Sales Specialist – ZOOM

27 March 2024 14h00 to 15h00 Grand Amphithéâtre Plenary conference

Omnichannel, 360° vision of customers, global marketing: expanding boundaries and developing opportunities.

Organized by Salon All4Customer Paris

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The omnichannel marketing approach is that of an orchestra conductor. It has become crucial, all the more so with the rise of customer journeys, contact points and the multiplication of sales channels in both B2B and B2C. On a European or international scale, implementation can be complex. Innovations such as artificial intelligence, data mining and technological innovations offer solutions for optimizing performance, providing a more efficient and personalized CRM or customer approach, adapted locally or internationally.

Conference Moderator:

Cécile DELETTRE

Cécile DELETTRE
Présidente Cd Competence Development et International au Féminin – RESPONSABLE DES CONFÉRENCES ALL4CUSTOMER PARIS - MARKETING

Speakers:

Eric		 	 GAUBERT

Eric GAUBERT
Directeur Adjoint, Innovation et Partenariat – RGA REINSURANCE GROUP OF AMERICA

Morgane	 		 CRIOU

Morgane CRIOU
Global Marketing Manager – MANUTAN

Fabien AUFRECHTER

Fabien AUFRECHTER
Vice President Web 3.O – VIVENDI

27 March 2024 15h15 to 16h15 Grand Amphithéâtre Plenary conference

Customer experience: the new standards in e-commerce

Organized by Salon All4Customer Paris

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More than 9 out of 10 buyers are satisfied with their Internet purchases in 2023, an exceptional score that owes much to the positive performance perceived by the French, according to the Fédération des Entreprises de Vente à Distance. The 3 services that e-buyers are most satisfied with are: delivery, payment facilities and resale of products on the Internet. E-commerce is now a benchmark for the quality of the customer experience, and customers expect effortless shopping, smooth order-taking and assistance before, during and after their purchase. At the cutting edge of technology via the adoption of AI-driven tools, the successful combination of relationship channels, e-commerce is establishing itself as a true benchmark for many sectors. What are the customer's new expectations in their remote relationship? What challenges do industry professionals face?

Conference Moderator:

Thierry SPENCER

Thierry SPENCER
Blogueur – SENS DU CLIENT

Speaker:

Chloé	 KAAS

Chloé KAAS
Directeur Service Clients – VEEPEE

28 March 2024 09h30 to 10h30 Grand Amphithéâtre Plenary conference

CSR/ESG: differentiating factors in the customer experience?

Organized by Salon All4Customer Paris

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86% of companies plan to implement new CSR/ESG initiatives to strengthen their customer relations, according to BVAXsight, proof that social and environmental responsibility is taking on a new dimension. A regulatory obligation and compliance imperative for some, a source of profound differentiation for others, CSR challenges companies to transparency and action. In the fields of the environment and the social aspects of production and relations, customer expectations are a benchmark for many companies wishing to keep abreast of changes in customer behaviour and aspirations. How can we promote our initiatives while avoiding greenwashing? How can we identify high-impact actions in the customer journey? How can we involve our employees in promoting concrete proof of the customer experience?

Conference Moderator:

Thierry	 SPENCER

Thierry SPENCER
Blogueur – SENS DU CLIENT

Speakers:

David			 SUTRAT

David SUTRAT
Co-Fondateur – DAY BY DAY

Delphine			 AUDIBERT

Delphine AUDIBERT
Directrice Digitale – JACADI

28 March 2024 10h45 to 11h45 Grand Amphithéâtre Plenary conference

Commitment, partnership, CSR: raising awareness, influencing with more meaning but no more budget.

Organized by Salon All4Customer Paris

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Barbie movie partnerships, the Women's World Cup, local artisans and new hotel concepts...Explore the art of reaching consumers with more fun, emotion, meaning and impact. This conference will focus on engagement, partnerships, CSR and authenticity, so that brands can create meaningful experiences, demonstrating how to establish an authentic connection and tackle social issues. Examples of the most innovative concepts to illustrate the potential of partnerships in areas such as inclusion, gender balance, sustainable development and local products.

Conference Moderator:

Cécile  DELETTRE

Cécile DELETTRE
Présidente Cd Competence Development et International au Féminin – RESPONSABLE DES CONFÉRENCES ALL4CUSTOMER PARIS - MARKETING

Speakers:

Julie	  BOULAGE

Julie BOULAGE
Brand Content Manager – ACCOR - GREET

Besma		 	 MOKRANI - BAGHDADLI

Besma MOKRANI - BAGHDADLI
Head of Consumer Products – MATTEL

Quentin 			 DELOBELLE

Quentin DELOBELLE
Directeur Communication Commerciale et Creation – ORANGE

Veronique 			 JENN-TREYER

Veronique JENN-TREYER
Directrice – PLANÈTE ENFANTS & DÉVELOPPEMENT

28 March 2024 14h00 to 15h00 Grand Amphithéâtre Plenary conference

B2B ecommerce: the power of relationships

Organized by Salon All4Customer Paris

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Commercial transactions between companies are taking on a new dimension with e-commerce. The digitization of customer journeys stems from practical strategies for developing lasting customer relationships, with an emphasis on personalization, effective communication and proactive problem-solving. The impact of emerging technologies, such as artificial intelligence and data analysis, is crucial for companies operating in B2B. How can you stay in touch with your customers from a distance and build strong relationships? How can sustainable partnerships stimulate growth, foster innovation and strengthen trust between industry players? What are the expectations of B2B customers, and how are they impacted by B2C e-commerce standards?

Conference Moderator:

Thierry			 SPENCER

Thierry SPENCER
Blogueur – SENS DU CLIENT

Speakers:

Emmanuelle  RIGOT

Emmanuelle RIGOT
Directrice Relation Client Et Voix Du Client – RAJA

Xavier			 RIO

Xavier RIO
Global Ecommerce Manager – 3M

Georges		 	 ANTYPAS

Georges ANTYPAS
Global B2b Ecommerce Program Manager – L'ORÉAL

28 March 2024 15h15 to 16h15 Grand Amphithéâtre Plenary conference

The new horizons of value creation (with Club des Annonceurs).

Organized by Salon All4Customer Paris

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Join us at our exclusive conference with Club des Annonceurs, where we'll explore value creation in the world of marketing and communication. Don't miss the presentation of Kantar's study on "guilty pleasures", offering unprecedented insights into how to build impactful advertising messages aligned with corporate values and consumer expectations. A must-attend event to decipher the keys to successful communication.

Conference Moderator:

Cécile  DELETTRE

Cécile DELETTRE
Présidente Cd Competence Development et International au Féminin – RESPONSABLE DES CONFÉRENCES ALL4CUSTOMER PARIS - MARKETING

Speakers:

Stephanie 		 COURTOIS

Stephanie COURTOIS
Head of Marketing, Digital & Communication – BRINK'S FRANCE

Pierre 		 GOMY

Pierre GOMY
Global Head of Luxury - Head of Sustainability Central and Southern Europe – KANTAR

David			 BENGUIGUI

David BENGUIGUI
Directeur Marketing et Communication 360 – IONIS

Fanny	 CHATELET

Fanny CHATELET
Directrice E-Business Et Marketing Transfo – AXA