Masterclasses

You will learn how Renault conjointly uses Customer Experience and exploitation of the Voice of the Customer when managing their vehicle after-sales service.
You will also be able to discover some concrete elements, which this automotive group encompassing thousands of independent yet brand-focused salespoints uses in order to have all their teams engaged and committed to customer experience.
Furthermore, Renault will provide you with some of their best practices regarding verbatim and verbatim analysis, which have allowed them to improve their customer experience.

At the forefront of detecting customer feedback using AI
Find out how Citygo uses Liz.cx to prioritise customer service feedback objectively in order to :

• Provide product teams and senior management with concrete ideas for adapting the offering to new mobility patterns
• Improve the customer experience by responding to pain points in order to build loyalty and increase the retention of service users

Unlock the secrets of a powerful synergy between Account-Based Marketing, Data, and AI to radically transform your approach to strategic accounts.
Discover best practices on leveraging data for precise targeting and the deployment of your ABM campaigns with an AI twist.
Optimize your customer acquisition and retention now with proven strategies and innovative tools, positioning yourself at the forefront of marketing intelligence.

Discover how Kiliba is revolutionising newsletters with AI: smarter, more intuitive, more effective. A bold step forward that redefines digital communication. Don't be left behind.

Join us for a workshop led by two renowned experts, Thierry Spencer and Guillaume Terrien, who will explore the crucial importance of good writing in the professional world. This interactive session will immerse you in the subtleties of spelling and give you the keys to improving your writing skills.
What's more, be among the first to discover details of the second edition of the Customer Relations Dictation, an innovative, fun and learning challenge that celebrates the art of written communication in the commercial context of customer relations.
So dive into the fascinating world of writing, discover tips for perfecting your writing skills and be among the first to hear about the launch of the Customer Relations Dictation.

The made-to-measure travel specialist relies on a mailbot to provide ad hoc responses to emails from its customers and partners.

Come and find out how the Djiin by Sereneo email processing bot understands, analyses, processes efficiently and provides a personalised response to requests from various internal and external contacts. 

You will also learn about best practices for implementing a hybrid mailbot that respects people and is in the hands of the business for greater agility and management autonomy.

On average, almost 48% of French people have contacted customer services via emerging digital channels, using 4 different channels in 2023*. RED by SFR's response to this growing use of digital channels is not new.

As a visionary brand, RED by SFR chose more than 10 years ago not to offer directly the telephone channel to its 5 million subscribers. A daring gamble, but one that is in line with the DNA of this brand, which has integrated all the codes of digital since its creation.

So how do you optimise the management of over 150,000 digital interactions per month? In this context, how can we ensure a personalised response? And what about responsiveness, without sacrificing quality of service?

Julien Rio, CCXP expert at RingCentral, and Julien Darrigan, Head of Digital Customer Relations at RED by SFR, will show us how to ensure a fluid digital experience that meets consumers' demands for immediacy and precision.

*Source: Observatoire des Services Clients 2023 by BVA and Customer Service of the Year.

Semji offers you a deep dive into the changing landscape of SEO as Google SGE emerges. Boost your competitiveness in 2024 during this unique masterclass led by Michel Beck, SEO & Content Consultant at Semji.
On the program:
- Mastering and understanding Google SGE in search results
- Understand its impact on customer journeys through case studies
- Compare the French and US SERPs to anticipate future changes

Get all the keys you need to anticipate the arrival of Google SGE and prepare for the SEO of tomorrow!

With more than a decade of expertise in video marketing strategies and its digital video observatory, 2Emotion provides you with the exclusive 2024 trends & tips for a successful video content creation strategy.

Understanding current digital behaviors and proposing content in line with their expectations is a challenge today for companies that want to success in their digital communication.

You are poorly positioned in Google.
The result? No results.
Poor positioning means your competitors overtake you and your conversion rate plummets.
Case studies and strategies: Discover how leading e-commerce, travel and insurance companies have made their mark on Google by integrating linking into their marketing strategy.

Search engine optimisation (SEO) is never free. Good SEO involves substantial investment in terms of content, links and time. So it's vital to focus your efforts on the SEO levers that deliver the best ROI. But how do you identify them? Mikaël Priol, CEO of SEO.fr and a well-known speaker in the world of SEO, explains how by analysing your competitors' SEA campaigns, among other things. It's an analysis with double benefits, enabling you to better manage your SEA budget and improve the ROI of your campaigns. Don't miss this opportunity to perfect your SEO strategy!

75%* of marketing professionals believe that playing a societal or environmental role is a matter of survival for brands. Whether it's to enhance their brand image, engage their audiences, meet increasing consumer pressure on that matter or mobilize their employees, marketing leaders have everything to gain from building their marketing strategy around the ESG priorities of their company. Even more so as 80%* of marketers affirm that a brand that is committed to ESG contributes to the performance of its marketing campaigns.

• How can you shape your brand story to better meet consumer expectations?
• How do you prioritize your efforts and how do you measure their impact on the brand?
• How to make your commitments visible in the media and to the public?
• On a sensitive subject where washing and bashing are a risk, how can you protect your brand's reputation and avoid crises?

From monitoring to media and consumer intelligence or social listening. From the latest PR solutions to multichannel and digital press releases. From engaging audiences to partnerships with influencers on Instagram, TikTok, X and more.
Discover the latest AI-powered innovations of Cision’s solutions for marketers to build authentic and engaging campaigns and share them in media and on social.
*Cision study - Brand Engagement Barometer 2023

For any company looking to make customer experience a lever of differentiation...

Join Damien Popote, CEO of Mayday, for a conference that will dive deep into the evolution of customer experience. Discover how the expectations of customers and employees have changed, and why experience is becoming the main differentiator in a competitive market.

Damien will also share his innovative vision on leveraging customer service knowledge to create those famous differentiating experiences, for both the customer and the employee... just as teams from Edenred, Doctolib, or Fnac Darty have done.

Find out how generative AI is redefining chatbots in customer relations. While the enthusiasm for generative AI chatbots is palpable, their actual implementation faces considerable challenges. In this talk, we decipher current advances, innovative use cases, and strategies for overcoming the obstacles to their widespread adoption. Come away with valuable insights into multi-agent systems and best practice in data methodology and management. A must-attend opportunity for anyone looking to turn the promise of AI into tangible realities for customer service.

50% of the success of your outsourcing project depends on you!
Keys for an effective and rigorous management of your outsourced activity.
From the set-up to the day-to-day running of your Call Centre, Call of Success shares with you methods and tools you need to know to make your outsourcing project a success.
 
👉 The 8 key steps to a successful setup
👉 The 5 main steering meetings for an effective production management
👉 AI to control, monitor and improve speech quality
👉 Our recommendations for establishing a win-win remuneration model
Célia Chambellan, CEO of Call of Success and expert in managing external Contact Centres, will share her methodology and feedback.

Artificial Intelligence (AI) plays a central role in today's business landscape, meeting clear expectations from both customers and employees regarding digital experiences, personalization, and the smoothness of journeys. Fueled by automation and data analysis, AI represents a crucial transformative engine for the customer experience. However, to fully harness its potential, mastering its use and understanding use cases is crucial.

Join this workshop with our experts and discover:

• How to overcome the complexity of interactions to make faster and more informed decisions with AI. • How to enhance the capabilities and skills of your employees to boost productivity, reinforce autonomy, and improve the customer experience. • How to create personalized, smooth, seamless, and humanized interactions to enhance your customer satisfaction.

A complaint, a "moment of truth".

Handling of complaints at POST Luxembourg was not in line with its customer strategy to become the preferred brand of its customers and employees. An ambitious strategy for a national institution that combines three activities: mail, banking and telecoms.
POST Luxembourg has radically transformed its complaints process, aiming to ensure peace of mind and establish a strong and lasting emotional bond with customers.

And the results? Quite simply spectacular. The NPS score for complaints handling has risen from +25 to +56. Without needing to reinforce the teams that deal with them...
Join us if you'd like to find out how they did it... and won 2 international CX Awards ...

Digital marketing is an essential driver for stable growth.
To help overwhelmed marketing teams gain perspective and make the right decisions, we've created a barometer dedicated to B2B digital marketing.

At this conference, we'll give you a sneak preview of the key figures from this study. But above all, we'll give you concrete advice to implement: content strategy, marketing budget, personalized emailing strategy to engage your prospects....
You'll leave with a plan to
→ Lay solid foundations for your marketing actions
→ Improve your sales tunnel through marketing
→ Convince your boss to invest more in marketing

Take control of your strategy!

Do you want to benefit from the best technology without breaking the bank or devoting dedicated resources to it?

How can you find your way through the plethora of AI solutions on the market?

How can you be sure you're not over-investing and that you'll get a return on your investment?

Do you have the team to manage your innovations?

If the answer to these questions is "No", then this Masterclass is made for you.

Julien Chambonnet, Iteractii Innovation Manager, will share with you the advantages of an outsourced Lab Inno with our partners Urgentime, Faibrik and our customer Pierre Fabre.

How to transform your organization with No-Code and Gen AI ?

Transform your Google Ads strategy in 2024! Ad's up Consulting experts explore the latest developments in Google Ads to help you perform in 2024. How to deal with the end of third-party cookies, the regulatory impact of the Digital Marketing Act on your tracking, but also take advantage of the new opportunities for campaign optimisation offered by AI, our experts are waiting for you for this exclusive session!
On the programme:

1. Exploration of new product in Google Ads for 2024
2. DMA & tracking: how can you continue to analyse and perform?
3. Capitalizing on the potential of AI in Google Ads
   
4. Case study: data for attribution, how to go further!

This masterclass will provide you with all the necessary lighting to meet these 4 objectives:

• Help your company make strategic decisions by capturing the «voice of the customer» allowing the comprehensive and intelligent analysis of interactions
• Increase conversion rates by understanding their needs and expectations
• Support your agents in their routine tasks and decision-making through AI
• Monitor their performance

Discover GLS's customer experience-focused transformation at our conference. 

We'll delve into its past evolution, motivations behind its overhaul, and encountered challenges. Explore key stages of this transformation, including the integration of Axialys telephony solutions, as well as GLS's future outlook to better serve its customers and adapt to the market. 

TBC

With so much content published online every day, how can you position yourself as an expert in your sector and develop your online visibility?
Mikaël Priol, a well-known speaker in the world of SEO, helps you understand how Google's algorithm calculates a site's popularity and relevance, and details the concrete actions you can take to reinforce a site's thematic and semantic authority... or how to combine unique, high-quality content with an intelligent netlinking strategy.

Less than 10 seconds! That's how long you have to hold your audience's attention once they've opened your e-mail. It's enough to motivate you to challenge your 2024 graphic creations!

Our design, e-mail design and responsible digital enthusiasts can help you identify the ingredients that will make all the difference this year with your contacts, so that you can roll out engaging, high-performance e-mail campaigns that meet today's aspirations.

Creative approaches, colourimetry, ergonomics, aesthetic orientations, dynamic structures, interactivity, eco-design, inclusive design, sobriety, UX and user paths, innovation... Discover the Email Design 2024 trends to arouse interest, emotion and conversion.

Join us on Tuesday 26 March at 2pm to get inspired and fill your To-Do with great projects to implement to boost your click-through rate!

For the past 10 years, Pitchy has been helping many companies and organisations to create their video content.

The analysis: video ambitions are often much higher than the time actually available or devoted to this type of content, which is nonetheless key to your communication strategy.

• Which marketing videos do our customers generally prioritise? 
• Which ones are often overlooked?

Discover the solution that will finally help you achieve your video creation goals. After this session, you will no longer have any excuses for getting great video projects off the ground.

Wisecom and Oscaro Power invite you to share a concrete experience of the implementation of different AI applications combined with the best of human skills.

Multi-channel customer experience: from advice to configuration, then through sales to installation, and after-sales service for complex products, in a fast-growing, hyper-competitive and innovative market.

An experience that can be applied to many other sectors!

Discover how Oscaro Power is democratizing the world of green energy, by becoming the IKEA of solar panels.

The user is freed from all the administrative, technical and financial complexities.

Oscaro Power makes green energy accessible to as many people as possible, using Wisecom's call center.

Digital marketing is an essential investment in the deployment of an e-commerce activity. However, while your business may go through ups and downs, marketing costs often remain fixed. The performance model allows you to challenge this and make your marketing investments agile.
Discover our feedback from more than 50 e-commerce clients supported by Spiriit; from €500k to €25m in online turnover per year, in btoc and btob.
Workshop led by Cécile, Director of the “e-Commerce Performance” BU

1.8%
Out of 10 million posts analyzed by Agorapulse, only 1.8% had tracking links. In other words, 98.2% of marketers’ work on social media is not measurable 😱
In the new reality of shrinking marketing budgets, how can you prove the impact of your efforts to your boss or your clients? How can you use data to improve your social media strategy?
In this session, discover how marketing agencies and businesses of all sizes measure their social media ROI and its impact on sales.

At the dawn of a revolution that will significantly impact the daily lives of your advisors and clients, Luc Jacobs, President of Nixxis Group, will present his vision of AI through the Ai-senhower matrix (a deliberate reference to the Eisenhower matrix), along with our new range of Dialogg.ai solutions that support this major change.  
This Masterclass promises to challenge your preconceived notions of call centers in 2024.  
We look forward to seeing many of you there!

Based on a global survey of 3,000 business leaders conducted by Verint to measure and understand the new dynamics influencing customer engagement strategies, one thing is clear: engagement channels and overall expectations are steadily increasing. Orange & Verint share their advances, reflections and initiatives around innovative usecases based on AI technologies and concrete business cases

Discover the concrete opportunities of AI to improve management of an omnichannel customer journey (voice and digital) and its impacts on the tasks of advisor teams.

In an ever-changing world, where customer expectations are more demanding than ever, customer proximity has become a top priority for companies keen to succeed. Today, we're delighted to present this Masterclass highlighting an innovative collaboration between two leading companies in their field, Ringover and Pennylane, who have joined forces to redefine customer proximity.
With the evocative title "Redefining Customer Proximity: Innovative Strategies and AI to Elevate the Customer Experience with Ringover and its customer Pennylane", this talk moderated by Ringover CRO Emmanuel Chaumau, promises to explore new frontiers in customer relationship management.
Topics covered include how Pennylane reduced ticket resolution time by 63%, and how Ringover uses its in-house transcription tool to save time for call center agents.
By combining Ringover's expertise in unified communications with Pennylane's forward-thinking approach to financial management, this collaboration offers a fresh vision of how companies can interact with their customers.

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.

Which contact strategies and technologies to optimize acquisition, retention and recovery campaigns? Together with our partner, Manifone, we invite you to discover an innovative approach based on three pillars: knowing customers better thanks to data, reducing excessive solicitation and contacting the customer at the right time on the right channel. A personalized approach that combines segmentation, profile analysis and personalization of customer journeys.
We differentiate contact strategies to create meaningful interactions.
We capitalize on continuous improvement with in-depth analysis of results, integration of performance-based machine learning and continuous refinement of contact strategies.
We maximize the success rate of your outbound call campaigns, by increasing the rate of argumentative calls. This is due to fluid and instant connection technology that guarantees optimal compliance with the latest developments in regulations.
Join us to rethink your outbound calling strategies and create exceptional customer interactions!

Find out how GT2i, the leading French company specialising in equipment and accessories for motor racing, is constantly optimising its customer experience and internal processes with the help of Zoho SaaS solutions.

Immerse yourself in seamless multichannel marketing with Brevo. Our comprehensive and accessible CRM suite democratizes customer engagement strategies once reserved for large enterprises. Drawing on real-life customer cases, we'll share key trends and best practices that boost engagement and sales. Join us to learn how to :

• Personalize messages and communication channels

• Gain efficiency through AI and automation

• Drive traffic to your site

• Increase purchase frequency and average shopping basket

• Revive abandoned shopping carts

• Digitize your loyalty program

• Suggest products intelligently.

📈 Dive to the heart of online shopping behaviour at our must-attend conference guided by our Spring 2024 e-commerce Barometer. 🛍️🔍
On program :
🚀 Overview of consumer trends : what is the real impact of inflation on online purchasing trends ? How have shoppers' habits changed ? Which products have consumers turned to ?
💡A look at the real repercussions of inflation on merchants : what impact does this rise in prices have on sales volumes ? On their marketing acquisition ?

Identify the opportunities to be seized in Spring 2024 to maximise the performance of your product and acquisition strategies. 🛒✨

72% of marketing professionals believe that chatbots enhance a company's image.

It's true, they can give you a definite competitive advantage when they’re properly designed and built...

Indeed, setting up a chatbot without a methodology can have serious repercussions in terms of image and customer satisfaction even more so with the integration of GenAI.

Join us for a 45 minute Masterclass 8 on March 26th at 4.00 pm, where our selfcare expert will share with you the 8 key steps and tips to ensure the success of your Gen AI chatbot project.

Join us for a masterclass on preparing for the 2024 Olympic Games and ensuring a seamless customer experience. During this session, our speakers will address the crucial aspects for businesses aiming to manage the increase in demand during the event. Our experts will address key topics such as:
- Forecasting demand volume by channel and time slot
- Omnichannel availability
- Providing support over Extended Hours (24/7)
- Importance of Multilingual Support
- Establishing SLAs - Same as usual or adjusted?
- Leveraging AI to optimise Productivity and Quality
- Using Data to Improve Customer Experience Strategy
 
Join us for a masterclass combining expertise, innovation and practical solutions for guaranteed customer satisfaction!

In this Masterclass, MyQM and Docaposte present their feedback on the implementation of artificial intelligence in Quality Monitoring processes.

We will explore the evolution of contact centers from points of service to integrators of innovative solutions. By examining current trends and projecting perspectives for the future, we will demonstrate how these centers are transforming into true hubs of expertise and solutions. Through case studies and real-world examples, we will illustrate how emerging technologies such as AI, automation and predictive analytics are transforming customer interaction management. We will also discuss the challenges and opportunities associated with this transition to a more proactive and integrated approach. Join us for a fascinating exploration of the changes shaping the contact center landscape and discover the keys to staying in step with these dynamic developments.

We'll explore SPB's first steps towards AI in the cloud, illustrating customer experience trends in 2024. The migration has enabled SPB to effectively integrate cloud platforms and emerging technologies, while highlighting its API and hub model as a true driver of business transformation. This transition demonstrates that the future of customer experience lies in the strategic integration of cloud and AI, driven by a business vision focused on innovation and customer satisfaction.

Artificial intelligence (AI) plays a crucial role in the innovation of customer strategies, offering sophisticated solutions that promote undeniable operational efficiency and a personalized customer journey.
These solutions, coupled with AI, enhance the responsiveness, personalization and quality of customer service, contributing to a more efficient customer experience that is more focused on individual needs.
During this masterclass, you'll discover the latest trends in customer service and innovation !

Learn how to combine engaging videos and immersive podcasts to boost your content strategy.
Gain valuable insights that will empower you to captivate your audience as never before.
Get ready to transform your content creation into memorable experiences for your audience.

Discover how to unleash creation, enhance the production of your content and advertisements, and renew the emotions of your users, in order to BOOST YOUR PERFORMANCE.

NEW GENERATION AGENCY
Technology serving emotions

We combine AI and marketing expertise to boost your digital results.
As an AI-augmented digital marketing agency, NEW GENERATION AGENCY helps businesses accelerate their growth by merging marketing expertise with the power of artificial intelligence.
Working with NGA means collaborating with experienced marketing consultants equipped with AI tools that enable them to delve deeper into your business challenges, your target audience, their insights, and their recommendations.

Holistic digital strategy, trafic acquisition (SEO, SEA, Social Ads), UX & CRO and web development.

During my workshop, you'll learn more about:

• Creating a winning tracking plan – identify the best data to help you generate valuable insights and successfully optimize your client's purchasing patches.

• Activating the data for better audience experiences – learn how to use behavioral data and a customer data platform to enhance and tailor customer journeys.

• Best analytics and data activation use cases – get inspired by a set of ready-to-deploy ideas that will immediately benefit your digital operation.  

Think the public sector is lagging behind when it comes to customer satisfaction?

With 37.5 million customers, multiple business lines and contractual satisfaction indicators,Enedis is an inspiring example for any company in the private sector.

The development of technological tools and the acculturation of employees have enabled Enedis to become a mature company in the management of its customer experience.

• How is it organized?
  
• How is it deployed to cover the entire customer journey?
  
• Why focus on "not at all satisfied" customers?
  

Want to know more about their recipe for success?

📍Come along to our workshop on Wednesday March 27 at 10am, room 6.

(Masterclass in French)

In a context where advancements in intelligence tools are rapid and where companies' objectives are as much focused on growth as on improving customer satisfaction or enhancing the skills of internal teams; we question the contribution of artificial intelligence in the company's value chain.

Discover how Voyage Privé leverages human interaction to provide exceptional customer service in the era of AI at this conference.

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.

MACSF has intelligently streamlined the distribution of claims declarations within a complex organization. The project's objective: enhance operational efficiency to deliver the highest quality of service to our policyholder clients. Success factors include attentive needs assessment, leveraging contextual data from our IT system, and harnessing the power of the Kiamo tool!

The fast-paced breakthroughs in artificial intelligence are profoundly changing the Customer Experience industry. To stay relevant, the industry must now integrate models that combine customer knowledge with AI solutions. Discover our combined approach to significantly hance brand support and user experience.

H&M, Decathlon, Le Slip Français, and more recently, Guerlain... What lessons can be learned from different examples of bad buzz?

Jean-Christophe Gatuingt, co-founder of Visibrain and Julian Perez, business development director, provide 4 tips to anticipate crises and protect your company's image.

With so much content published online every day, how can you position yourself as an expert in your sector and develop your online visibility?
Mikaël Priol, a well-known speaker in the world of SEO, helps you understand how Google's algorithm calculates a site's popularity and relevance, and details the concrete actions you can take to reinforce a site's thematic and semantic authority... or how to combine unique, high-quality content with an intelligent netlinking strategy.

Videos created by content creators boost your social media campaigns... provided you master the codes! The adforall agency shares its best practices and expert advice for engaging videos.

Nowadays, creating videos can be done quickly - and that's a real innovation!
However:

• Are you satisfied with the quality of your creations?
• Do you feel you stand out from the crowd?
• Does quality = complexity for you?

Like all our customers, Loryn Debeve, Digital Communications Manager at Assa Abloy didn't have to choose between simplicity and quality.
In this session, find out her testimonial and how using Pitchy can change your creation habits.

In a media context where content is inscreasing among consumers who are less and less attentive, particularly with the emergence of TV audiences declining in favor of platforms like YouTube, as well as Google being challenged by TikTok for GenZ searches, not to mention the rise of new response engines like the upcoming arrival of SGE in France, Search strategies must reinvent themselves to meet these new challenges.

You need to better understand the transformations in the customer experience market to take the right direction: which interaction channels should be favored? When should automation be accelerated? Or will human action remain the most effective? What is the accelerating power of AI? Discover trends based on international studies and business success stories to build the future of your CX!

Rejection for non-compliance ? Authentication? Spamboxing? Have you seen these new terms appear over the last few months? No wonder!

Google and Yahoo have got the year off to a flying start by tightening up their e-mail filtering systems and significantly impacting on the delivery of your messages to your recipients. And it's a safe bet that these new deliverability rules will soon be extended to other email providers. Are you ready? 

Our deliverability specialists, who are constantly on the lookout for new developments, will help you to get a clearer picture of what email providers are expecting, and what practical consequences and solutions need to be deployed to master this major change.

Join us on Wednesday 27 March at 12 noon to help your e-mail campaigns reach your contacts and ensure that all your efforts don't go to waste!

Is spending hundreds of hours caring for your website (still) enough to guarantee better online visibility? Many e-tailers and companies still rely on it as their main acquisition channel.
With the famous search engine's algorithms set to change in 2023 - notably with the irruption of AI on a massive scale - how can we avoid being left behind?
I'm going to share with you my experience as an SEO specialist, while linking in with the latest search marketing news.
I work with sectors as diverse as they are prestigious: marketing agencies, energy suppliers, banking and financial groups, airlines, holding companies, e-commerce leaders, start-ups...

Attend an exclusive Masterclass animated by Konverso, specialists in generative AI and automation for customer relations.

François Jouandet, Senior Manager, PwC, will offer an analysis of the market and the growing adoption of these solutions by customers, illustrated by concrete case studies.

Bertrand Lafforgue, CEO and co-founder of Konverso, will reveal testimonials from their customers, including PAC and VMS Software, on the successful integration of generative AI in customer service. He will also present how Konverso uses generative AI for its own operational excellence.
In conclusion, Thierry Chamouton will talk about how to ensure that the contribution of generative AI fits with the unique characteristics of Humans in the area of customer relations.

The dawn of generative AI is driving a fundamental paradigm shift for businesses by rapidly expanding what's possible and accelerating enterprise adoption. In the contact centre, generative AI can unlock the potential to automate complex customer use cases and significantly improve the quality of self-service conversations.

Join to learn how a contact centre platform layered with generative AI helps you:

• Increase agent efficiency and reduce average handle time with real-time generative knowledge and automatic summaries.

• Improve loyalty and satisfaction by automatically identifying topic and sentiment trends across every customer conversation.

• Reduce the cost of delivering great customer experiences by automating more complex customer conversations.

• Empower end-users to leverage AI safely and effectively with powerful no-code tools.

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Discover how CGI and Microsoft supported the Caisse des Français de l’Etranger in migrating its contact centers to the Cloud.

This masterclass allows you to explore:

• Microsoft's contact center solution: Digital Contact Center Platform,

• The feedback from CFE and CGI in this move-to-cloud project, which went into production during the summer of 2023,

• And the outlook for the evolution of CFE's customer service in 2024 around MS DCCP and CoPilot solutions.

Our masterclass will introduce you to a speech analytics project based on a successful collaboration! The joint Orange x Majorel approach made it possible to improve customer relations and operational processes through the use of a speech analytics solution fully integrated into the heart of the organization.
During this exchange, we will provide you with the keys to a successful implementation: from organizing a win-win project to defining the objectives and KPI’s. This transformation can be carried out in a few months which makes it possible to achieve measurable results and an operational and sustainable integration of the tool.
We will have the opportunity to understand how to combine technology, methodology and human collaboration to meet the challenges of customer relationship innovation based on speech analytics feedback with Orange. An opportunity to enrich your process and draw inspiration from a successful transformation case study.

During this Masterclass, Zaion invites you to discover its automated processing solution for high-volume requests.

Through the testimonial of our customer MERCER, come and discover the full potential of the Zaion Processing Bot to reduce your operational costs and increase your productivity while improving the customer experience.

2Emotion launches its new AI: a generative video creation AI for marketing and digital communications professionals.
An intelligent assistant works for you, creating complete video proposals from your prompt. All you have to do is choose and finalise the video of your choice.
During this workshop, you will discover :
- the latest advances in video-generating AI and its practical applications to all types of corporate content: marketing, communications, employer branding, etc.

- A live demonstration of AI-generated corporate video. You will also be able to receive trial access.

Why today, more than ever, a 360° agency is the difference to better serve customers. Business cases and proof by example.

Search engine optimisation (SEO) is never free. Good SEO involves substantial investment in terms of content, links and time. So it's vital to focus your efforts on the SEO levers that deliver the best ROI. But how do you identify them? Mikaël Priol, CEO of SEO.fr and a well-known speaker in the world of SEO, explains how by analysing your competitors' SEA campaigns, among other things. It's an analysis with double benefits, enabling you to better manage your SEA budget and improve the ROI of your campaigns. Don't miss this opportunity to perfect your SEO strategy!

When AI solutions, led by ChatGPT, launched at the end of 2022, many scenarios for the SEO and Content industry were discussed. Even the “Death of SEO” was proclaimed, which of course hasn’t occurred yet.
A wave of change is flooding into our industry – that is for sure, and these times require SEO’s and Content Marketeers to be in constant testing mode for new approaches using AI technology.

A key question for all content marketeers is going to be around the balance between AI and Human, so that at the end high-quality content gets created and published, but with the best possible efficiency and effectiveness. 

In this conference, we'll give our insight based on our years of experience in the content industry. 

Nearly 800 agents run the service centre for more than thirty major European brands...  Optimising processes to reduce resolution times and improve user satisfaction is a constant challenge. Come and find out how Sopra Steria has banked on a cloud, omnichannel and AI-based approach supported by RingCentral solutions to meet it.

RATP will present its strategy for orchestrating contact journeys, from selfservice to the omnichannel experience with a consultant. This workshop will specifically illustrate how DialOnce enables the use and mastery of Generative AI to achieve this goal.

More to come soonIntelligent data processing, conversational bots, automatic content generation, augmented agents, predictive CSAT... There's no doubt about it: Artificial Intelligence is transforming interactions between brands and consumers. Bringing speed, reliability, personalization and improved productivity, AI represents a fundamental asset that leading companies are using to improve the experience throughout the customer journey.
Take part in this masterclass and discover first-hand how AI has profoundly changed the nature of interactions from customer acquisition to customer loyalty. Our experts will discuss the major challenges of harnessing AI and how it will transform a number of industries and our modes of communication.

As the principal affinity mutual for security forces (national police, prefectural and penal administrations, customs, and private security), the MGP welcomes, advises, and supports on a daily basis those who work for the protection of people. It was partly to fulfill this mission that MGP chose ISI-COM in 2016. 

Eight years later, in 2024, there are 70 agents who use the solution daily to respond quickly and efficiently to member requests.
Xavier Georges, head of the CRC, will explain in detail the operation of his service and the projects for evolving member relations at MGP.

Staffing shortages across the CX industry are creating an unprecedented need for ‘Connected Employees’, who can deliver the outstanding experiences that consumers demand. 

AVAYA’s Giselle Bou Ghanem explains how, rather than threatening their jobs, Generative AI holds the key to creating ‘Connected Employees’ out of existing CX industry workers and how AVAYA customers in finance, retail, healthcare and hospitability managed this transformation – with the testimonial of Karine Bruère, Director of Projects and Innovation at CAMPING-CAR PARK, in the hospitality industry.

Many companies outsource their customer or sales services to save money. But how much does an external Call Centre really cost?
👉 What factors affect prices?
👉 What are the market rates by location?
👉 Are there hidden costs to be anticipated?
👉 What is the right business model for remunerating your partners?
 
Lucie Rieucros, Sales Director at Call of Success, will share her findings from the dozens of calls for tender and proposals of outsourcing projects she experienced in recent years.
Laurent Pelletier, Director of Customer Relations for the Interflora Group, will share his experience and his vision of the market following a recent call for tenders.

AI is in the news a lot these days. It is radically transforming the marketing landscape, revolutionizing customer engagement and enabling an unparalleled level of personalization that transcends human capabilities.

In this context, it's also AI-powered SaaS tools that are changing the game, giving all marketers access to this revolution.

In this talk, we'll map out these intelligent solutions, covering the main use cases and areas of application for AI in marketing,

from content generation to message personalization, product recommendation, predictive analytics, customer service and much more. Join us to understand how to integrate AI into your strategy, effectively and sustainably.

After 10 years of audits of over 200 companies and 100,000 employee responses, COS SYSTEM will present an exclusive overview of the levers that drive customer culture the most and the accelerators to boost customer orientation. This masterclass will be co-hosted by a champion of customer culture (stay tuned!).

The rise in power of generative AI will create new competitors for traditional search engines, and they will be looking to integrate it into their interface.
But what does this mean for search marketing in the short, medium and long term?
We'll look at how to adapt to these changes, and where to focus your digital marketing efforts from now on.

During this presentation, we invite you to discover how companies like Best Western, Gémo and Leocare have managed to improve their customer experience and their E-commerce KPIs by collecting insights from their customers and prospects.

👉 When to listen to your customers and prospects?

👉 How to collect customer and prospect insights?

👉 For what results? (ROI Examples)

Are you ready to become a customer experience leader too?

By 2024, artificial intelligence (AI) will be an essential tool for industrializing and optimizing marketing strategies in both B2B and B2C e-commerce. This masterclass explores how AI can help you:

• Personalize the customer experience on a large scale through the analysis of vast amounts of data
• Optimize conversion rates and user experience
• Acquire more qualified traffic
• Create optimized contents

The masterclass will be presented by Christophe Vidal, an eCommerce and SEO consultant since 2007.

The integration of artificial intelligence (AI), natural language processing (NLP) and advanced data analysis is driving new operational models and new experiences for customers (CX) and advisors (EX).

These advances are redefining customer interactions, offering more personalized, efficient and contextual solutions.

In this masterclass, you'll discover practical examples of how new technologies can be integrated to reduce friction and effort for customers and agents, and boost efficiency and productivity

- For marketing: save time generating content and images from Hubspot (landing pages, social media posts, marketing emails, CTAs and SMS)
- For sales: get sales forecasts based on AI, conversation summary, suggested conversation topics based on customer history, etc.
- For customer service: Improve the customer experience through chat boots connected to your knowledge base and your customer data
  - Secure your Hubspot implementation with Spiriit, an expert CRM and digital transformation consulting agency

Overview of the AFP CRM project, managed jointly by the integrator, Almavia CX, and the editor, efficy. We offer you a cross-feedback on this project by inviting all stakeholders around the table.

Join us to explore the significance of aligning customer commitments with internal promises in customer relations, specifically within outbound calls. Learn how Manifone addressed this critical challenge with its technology, effectively eliminating a major customer frustration: silence during call answering. Don't miss the chance to gain insights into how this alignment drastically transforms customer relations in the context of outbound calls by attending our conference on March 27 at 4 PM.

Retour d'expérience de SEA TPI, "les Runners de l'IT", sur le déploiement d'un BOT sur le canal teams pour leur Service desk et d’Orange sur la création d’une relation dédiée avec ses clients à des moments clés

In an increasingly ROist context, lead generation has taken a significant part in the digital budgets of advertisers, in both BtoC and BtoB. For the success of acquisition campaigns, an “advanced partnership” between digital agencies and advertisers is necessary at all stages of the operation: targeting, collection, scoring, nurturing, commercial processing, testing and optimizations, etc.

Led by Thomas Robine (Edilead) and Axel Huyghe (Infopro Digital Media), this workshop highlights trends and best practices in lead generation.

Customer Culture episode 2 : management and steering ! In 2023 Tops Consult presented its 3-point methodology for implementing Customer Culture within the company. This year we present the logical but difficult continuation of this approach, the challenge of which is to last. Because it has a beginning but no end!

The points covered in this workshop relate to leadership, steering, the role of the players (management, ambassadors, referents), the organisation to be put in place, the pace and monitoring of performance indicators, etc.

The presentation will be given by TOPS Consult and the Operations Department of BRED Banque Populaire, who will share their experience after more than 2 years of piloting and leading the SMILE approach.

Discover how intelligent processing of banking data makes credit subscription processes faster and more reliable. Based on smart data, financial profiling becomes complete and decisions are more relevant. As a result, open banking, sales transactions become seamless and grants are faster.
With our partner Smartpush, we will demonstrate online subscription platforms for consumer or car loans. This is part of a phygital approach based on decentralized management by points of sale. This approach allows cost optimization and reduces the risk of fraud.
Join us if you would like to understand how our unique approach drives sustainable value creation, your complex sales journey, and market share growth. We are unveiling a new era in credit underwriting, combining efficiency, security and operational excellence.

More than 30% of a contact center advisor’s time is spent searching for information to give a response to a customer. Faced with the explosion of data from various sources (web forms, chat, bot, summary of telephone interviews, CRM-ERP, etc.), this session will present how to unify this profusion and manage it coherently. You will see how to gain efficiency and personalization capacity in exchanges between a client and a remote advisor.

This exclusive session is designed to immerse you in the heart of a new era where AI becomes the linchpin of your storytelling, capable of captivating and engaging your audience with unrivalled precision.
Discover an actionable method that leverages data to generate content that not only resonates with your target audience, but also embodies the essence of your brand.
On the program:
1) Advanced techniques for shaping AI in the image of your company, transforming your performance into content creation.
2) You'll learn how strategically integrating AI can not only ensure brand consistency across all channels, but also strengthen the synergy between your Sales and Marketing teams.
3) Ensure perfect alignment with your editorial line, eliminating the risk of inconsistency while preserving the reputation and trust you've built up with your customers.
Mark AI, a tailor-made personalization solution, is more than just a tool; it's a strategic partner that analyzes your company's data to suggest expert, highly relevant and engaging content.
Join us for this strategic session where innovation meets performance, and leave with a concrete action plan to transform your approach to marketing in 2024.
The future of branding is personalized, and it starts here.

With so much content published online every day, how can you position yourself as an expert in your sector and develop your online visibility?
Mikaël Priol, a well-known speaker in the world of SEO, helps you understand how Google's algorithm calculates a site's popularity and relevance, and details the concrete actions you can take to reinforce a site's thematic and semantic authority... or how to combine unique, high-quality content with an intelligent netlinking strategy..

Social Ads is the spearhead of customer acquisition in your digital strategy. In 2024, new formats and AI are opening up exciting new horizons. Join us as we explore the keys to maximising your campaigns, from high-impact creative to optimising for changes in user behaviour. Get ready to turn every interaction into a successful conversion.

On the programme:

1. From new formats to AI, a tour d'hriozon of what not to miss on Meta in 2024
2. Creative performance: the 5 golden rules to follow to increase your conversions!
3. Tracking, Audiences, Cookieless: How can you optimise your Meta Ads strategies in the face of changing user behaviour?

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Rejoignez-nous pour notre masterclass "Soyez créatifs avec TikTok" où nous vous guideront à travers une session interactive, partageant nos meilleurs conseils/astuces pour inspirer votre créativité et créer un contenu qui engage votre communauté pour atteindre vos objectifs marketing.

Since 2020 and the pandemic, the world and businesses are entering new times; uncertainties, major transformations that come, diffractions of societies. This triptych leads to a radical obscuration of the future: now 69% of French people equate the future with a "source of worry" and not hope (Viavoice poll).

It is now a question of connecting what divides in order to transform the customer experience.
Who better than the players in the customer experience to conduct this human and technological transformation.