Masterclasses

Key messages:
 

• AI should save you time so you can spend it on what truly matters: understanding customers and engaging with them
• Humans are irreplaceable
• AI removes a new barrier to content creation → more supply → proliferation / standardization
• The challenge is hyper-personalization and standing out with innovative approaches
• We remain at your disposal to refine further

Up to 56% of a social ads campaign’s performance comes from the creative… Not having a real creative strategy is expensive. This talk offers a clear roadmap to structure your ideas, your testing, and your production, so that your campaigns are built on a repeatable creative system. From defining angles and messages to managing creative fatigue, you’ll see how to organize iterations to keep acquisition costs under control over time. We will cover the key pillars of a high‑performing creative strategy and how to connect them directly to business outcomes.

The challenge for 2026 is no longer simply optimizing the contact center. It’s about converting organizational fragmentation into a strategic advantage by activating the full collective intelligence of the enterprise in every customer interaction.

In this masterclass, we’ll unpack how internal silos generate “Expertise Debt” that erodes customer experience and slows decision-making. We’ll also outline a forward-looking 2027 vision of the conversational enterprise, where agentic AI seamlessly orchestrates enterprise-wide expertise, empowering every employee to become a potential customer touchpoint.

You’ll gain a practical, structured roadmap grounded in proven, industry-specific ROI, to reposition your contact center as an enterprise orchestration hub, capable of instantly mobilizing the right internal expertise and delivering measurable competitive differentiation.

In this ERDIL - Roole masterclass, you will discover how Roole, an automobile club and insurance provider, has moved from simply measuring customer feedback to implementing a genuine and sustainable engagement strategy.

Through the testimony of Anne-Marie QUINA, Customer Experience Director, you will learn about the steps that enabled Roole to transform every piece of customer feedback — whether explicit or more subtle — into concrete improvements, thanks to continuous, multi-channel and operational listening.

From the detailed verbatim analysis carried out by ERDIL to the cross-functional mobilisation of teams, the Voice of the Customer spreads across the entire customer journey and strengthens both member loyalty and employee engagement. Discover which insights to exploit and which pitfalls to avoid to make the Voice of the Customer a success!

In this session, discover how to make video a strategic pillar of your communication by moving from traditional production to a high-performance content engine (without compromising on quality).

On the agenda:

• The marketing challenges facing large corporations in 2026
• The method for building an effective video strategy in the age of AI
• How Alstom Group transitioned from a traditional video production model to smart, controlled industrialization
• How to produce distinctive content while optimizing timelines and costs
• The tools and processes to turn video into a true content engine

Having a brand ambassador who can communicate without ever shooting a video is now possible! Discover how AI avatars are transforming corporate communication and marketing:

• How are they created and used?
• What are the concrete results?
•  What are the limitations and best practices?

Concrete feedback and a demonstration of Avatar AI technology by 2Emotion

In a context where artificial intelligence is redefining the way we learn and accelerating the evolution of skills, a key question arises: how is AI really transforming skills acquisition?

This Masterclass explores the concrete impact of AI on our relationship with knowledge, with a focus on a fundamental pillar: mastery of the French language.

Beyond fluent writing and impeccable spelling, is AI eroding our ability to structure our thoughts, argue, analyse, synthesise, and so on?

We are delighted to welcome Lysane MONOT, Project Manager at Carrément Client - EDF Business Market, and Jérémy GALLEMARD, CEO of Smart Tribune, who will share their vision and expertise.

So how can we use AI to learn... without unlearning?

Generative AI paved the way.
Agentic AI is changing the rules of the game.
We are entering a new era: one in which a knowledge base no longer simply stores information, but reasons, acts, and improves itself.
For Customer Relations departments, the stakes are high: moving from static data to living knowledge. This is orchestrated by AI agents capable of navigating complex Knowledge Graphs, ensuring their own maintenance (self-healing), and explaining their decisions.
In this masterclass, Damien Popote, CEO and co-founder of Mayday, shares his vision and the concrete rules for leading this transformation:

• How to transform a knowledge base into a truly autonomous Knowledge Manager.
• How to guarantee reasoning transparency to build trustworthy AI.
• How to achieve radical operational efficiency without dehumanizing the experience.

The goal is not to replace humans...
... It is to liberate them.
Freeing teams from mechanical tasks to finally deliver on the promise of 100% human customer service where it truly matters: in relationships, emotion, and brand preference.

How can you transform a scattered prospecting strategy into a powerful lead generation and conversion machine?
This case study delves into a digital transformation project that aligned marketing and sales using Zoho CRM and Zoho Campaigns. From data structuring to prospect journey automation, discover how an integrated strategy optimised lead qualification, improved conversion rates, and provided complete visibility into the sales pipeline.

Generic emails no longer work. The brands that perform best in CRM today send emails that feel written for each individual customer. But how can you personalize thousands or even millions of emails without spending weeks creating segments and manual rules?

In this workshop, discover how Datacook, the first AI-native Customer Data Platform built for marketers, enables you to automatically generate highly personalized emails based on each customer’s data and behavior.

You will see how the platform allows you to:

✅ Automatically analyze customer behavior (browsing, purchases, CRM data…)
✅ Identify the most relevant products, content, or offers for each individual
✅ Personalize emails automatically, without manual segmentation
✅ Continuously adapt messages as customer behavior evolves

📚 Real use cases and live demo: we will show exactly how emails personalize themselves automatically—and how powerful this approach can be for improving CRM performance.

🔥 Exclusive bonus: after the session, receive the catalog of 40 Datacook use cases, organized by objective (repeat purchase, cross-sell, LTV, retention, conversion…) and by industry.

What if AI wasn’t here to replace your advisors, but to help them focus on the best parts of their job?

That’s the bet Carrefour made on social media. Today, AI handles 35% of the 700,000 customer questions received each year. It takes care of simple and recurring inquiries, while advisors focus on more complex requests that require deeper expertise. Customer satisfaction continues to improve.

Aurélien Deffay, Director of Digital Communication at Carrefour Group, shares an unfiltered look behind the scenes of this transformation: the strategic decisions, the challenges overcome, and the tangible results of deploying AI at scale within a global omnichannel retail leader.

A clear roadmap to make AI and knowledge management true allies of your customer experience strategy in 2026.

Generative AI is transforming how service operations are delivered. In IT service centers, agents must handle increasingly complex requests while maintaining high levels of service quality and efficiency.

In this session, Sopra Steria will share how the organization leverages AI copilots to support agents in resolving complex IT incidents. With real-time assistance, the organization improves resolution quality, accelerates ramp-up for new agents, and increases operational efficiency.

Part 1 — The market paradox 

Speech Analytics is growing fast, but value concentrates with those who truly personalise. Transforming complex spoken exchanges into actionable insights at scale is a major scientific and operational challenge: identifying intentions, segmenting call stages, extracting decision-relevant indicators while preserving the contextual richness and temporality of human interaction. Our approach is built on an interactive co-design methodology, developed in close collaboration with our clients. AI systems are not designed in a lab and then imposed on the field: they emerge from an iterative process combining business expertise, machine learning engineering, product development and commercial vision. This dynamic produces specific models that are genuinely operational and aligned with sectoral constraints. We also present our hybrid technology approach combining:

• data-driven statistical methods (classification, scoring, segmentation),
• generative models that explain decisions in natural language.

Part 2 — The voice of our clients: EDF & Pierre et Vacances Center Parcs 

Panel format. Two clients share their experience on three key points:

• Personalisation: why a generic model was not enough
• Data sovereignty & security (EDF): what this means concretely when choosing a partner
• Agility & rapid LLM iteration (Pierre et Vacances): how to move from experimentation to ROI in a matter of weeks

Part 3 — What AI should not do: ethics, the EU AI Act and anthropomorphism

Beyond technical performance, we address a central challenge: AI anthropomorphism. As generative models produce natural language summaries, the risk is attributing to them an intention, understanding or judgement they do not possess. This human projection can influence organisational decisions, the perception of results and the responsibility attributed to systems. In this context, we advocate for AI aligned with clear principles: just because a technology is possible does not mean it is desirable. Certain analyses, such as emotion detection, raise ethical and scientific boundaries we choose not to cross.

Part 4 — Looking ahead: analysing human-chatbot interactions 

Finally, we open the discussion towards the evolution of interactions: beyond human-to-human exchanges, how can we analyse and govern human-chatbot interactions without falling into the illusion of symmetry between machine and human interlocutor? This session offers a methodological, technical and ethical perspective on voice analytics in the age of generative AI — placing human responsibility at the heart of the process.

How are LLMs concretely transforming your visibility and your customer relationship?

Agenda :

• Understand the mechanisms: How to “show up” and perform well in LLM-generated answers.

• Real-life case study: An unfiltered testimonial from Club Med. From strategic vision to operational rollout, discover how AI enhances every step of the customer journey.

• Best practices: Pitfalls to avoid and wins to replicate for your own business.

Coaching, Compliance & Lead Management: How two national networks leverage 100% of their field interactions with Conversational AI.

Your top advisor converts 3 times more than your lowest performer. The difference? It’s all in the conversation. But with dozens of branches and hundreds of field agents, how do you identify what the best are doing and turn it into your gold standard?

At Feedae, we believe the best sales script isn't in a PowerPoint—it’s already living inside your conversations.

On the Agenda:

1. Conversational Analytics in France: An Unfiltered Overview How it works in practice, its strengths and limits, and how Feedae models Lead Scoring and Sales Resilience (combativeness) using AI.

2. The Keepcall Case Study (8,000 calls/day in the tourism sector) Patrick Metivier, CEO (and former CEO of Carrefour Voyage), will share the impact of conversational analytics on their organizational model: data management, sales pitch quality, and deep customer needs analysis.

3. The Premista / Ymanci Case Study (Banking intermediation, 135+ branches) Hugues Rolland du Roscoat, Marketing & Digital Director, will explain how to drive both sales performance and regulatory compliance using the same data, from first contact to closing.

4. Field Insights: What your top performers do that your scripts don't catch. The 5 keys to moving from "gut feeling" management to data-driven coaching.

You will leave this workshop with an actionable method to transform every sales conversation into a lever for collective performance.

📍 Limited seating available – Don’t miss this practical workshop!

Rising acquisition costs are putting marketing budgets under pressure, while “traditional” loyalty programs are losing momentum and too often turning into simple discount mechanisms.

This session shows how to adopt Smart Loyalty by going beyond the “€1 spent = 1 point” model. By valuing advocacy (reviews, UGC, referrals), you can turn retention into a true growth engine.

In a telecom market ruled by price, real differentiation comes from network quality and customer experience.

Discover how hipto × Zone ADSL&Fibre leverage 24/7 voice AI and proprietary network data to process 100% of customer interactions, improve reachability, and boost sales performance.
A results-driven masterclass designed to turn lead volume into customer preference.

Moving to an agentic architecture creates real opportunities for business transformation. This structural shift delivers three concrete benefits: better customer experience through hyper-personalisation and smooth, contextualised interactions; freeing your teams from repetitive, low-value tasks; and turning operational responsiveness into a genuine competitive advantage. 

Explore these opportunities with our Worldline experts and Magellan partner to understand how this shift reshapes your customer relationships.

How can sovereignty, security, and performance be reconciled in a large-scale Speech Analytics project?

During this conference, EDF Group and ViaDialog will share their experience in the industrial transcription of millions of customer calls per year, within a framework strictly compliant with GDPR and internal security requirements.

On the agenda:
High-accuracy technologies, integration into a complex information system, high-volume processing pipelines, data de-identification and minimization...

A concrete case study featuring performance metrics, deliberate architectural choices, and practical lessons directly applicable to your sovereign conversational AI projects.

Découvrez comment inverser rapidement votre courbe de joignabilité et améliorer significativement la performance de vos campagnes d’appels.

Yesterday, it was about ranking on Google. Today, it’s about being understood and cited by AI. In the era of generative engines, it’s no longer just about position — it’s about becoming a credible, visible source in AI-generated answers. This conference explores the concrete impact on your acquisition strategy: how to structure your content, strengthen your authority, and turn visibility into sustainable growth — with Surfer.

Video isn’t slowing down in 2026 — but the rules are changing fast.

During this Masterclass, we’ll break down the 4 trends that are actually winning attention right now, and what teams need to do to keep up.

Here’s what we’ll cover: First, what’s changing in the attention economy. Then the 4 video trends shaping 2026. 

At the same time, 78% of consumers want to see more video from brands in 2026.

The demand is growing. But attention isn’t automatic — it has to be earned.

Video is how brands win attention, build trust, and stay relevant.

But the real question is: how do achieve results in 2026? Let’s unpack it.

This masterclass explores how artificial intelligence is transforming the training of customer advisors. Discover how to leverage AI to personalize learning journeys, simulate real-life customer interactions, analyze performance in real time, and accelerate skill development. A practical and strategic session designed to modernize your training programs and elevate customer experience outcomes.

Generative AI is opening up a world of unprecedented opportunities for organizations. For managers, the challenge is no longer about multiplying tools, but about structuring high-impact uses directly linked to the realities of customer relations. The "Business" copilot embodies this new stage: AI integrated at the heart of operational flows, connected to your organization's own data and processes. More than just a temporary aid, it becomes a lever for sustainable performance, strengthening operational efficiency, supporting teams daily, and giving renewed meaning to their work. Discover how the potential of generative AI delivers concrete results for your customer experience.

How can organizations handle a very high volume of calls while still delivering a smooth and high-quality customer experience?

During this session, Romain Kara (SNCF Connect & Tech) and Princia Gossé (Axialys) will share the behind-the-scenes story of the setup designed to support SNCF Connect & Tech customers—an organization that now handles more than 57,000 calls per month and supports 1.3 million customers every year.

Throughout the discussion, they will explore the key strategic choices, the operational best practices implemented, and the role of voice and AI in transforming customer service.

A session designed to uncover real-world insights and the keys to balancing operational performance, innovation, and customer experience at scale.

Customer service teams are constantly being asked to deliver more: more quality, more speed, more personalization. But with what tools?
In this masterclass, discover how the augmented agent becomes a true business copilot:
- automation of low-value, repetitive tasks
- real-time AI assistance during customer interactions
- intelligent use of conversational data
Through a real-life use case and measurable results (+30% productivity, -40% administrative time, +15-point increase in customer satisfaction), you will learn how to reconcile operational performance, customer satisfaction, and employee well-being.
This is not an IT project.
It is a global performance transformation initiative.

Discover the new equation for local performance!

Today, ranking high on Google is no longer just about local SEO. Customer reviews, real-world signals, generative AI, and user behavior are reshaping how local visibility is determined — often behind the scenes.

Why do some locations consistently rise to the top while others quietly lose visibility?

What new mechanisms are driving local search results and AI-powered recommendations?
And most importantly: how can brands regain control and turn visibility into measurable business performance?

Through real-world examples and field insights, this session unpacks the new decision framework shaping local presence — and the priority actions to implement now to stay ahead.

Discover why a large portion of the value generated by your lead generation campaigns is lost before the first call even happens — and how to fix it.

In this workshop, we will break down the full lifecycle of a lead, from acquisition to conversion, to uncover the hidden friction points that reduce ROI: processing delays, duplicate leads, opt-in quality issues, spam filtering, and lack of centralized performance management.

"Tomorrow is a Long Way Off!" offers a panorama of the major societal trends that are shaping and will continue to shape 2026. Through the analysis of weak signals, this session deciphers the key communication narratives to explore, helping brands to emerge and differentiate themselves. The objective: to leave with clear lines of inspiration, potential areas of expression, and concrete avenues to enrich your future communications.

This masterclass explores the transformation of BPO by 2030: from an execution model to a value integrator role, where operations, technology, AI, and consulting finally converge. Through concrete case studies, we will see how the alliance between humans and AI agents enables the transition from experimentation to operational performance, without sacrificing the essentials: customer relationships, engagement, and trust.

Devred 1902 shares how the brand unifies its online and in-store data and orchestrates email, SMS, push notifications, and Wallet campaigns with Brevo to engage customers in France and internationally.

The focus is on its methodology—advanced segmentation, key automation workflows and scenarios, and performance measurement—along with a data-driven case study showcasing tangible results.

In 2026, a growing proportion of search intentions will be resolved directly in conversational responses, without clicks, comparisons, or “top 10” lists.
For Ad's up Consulting, GEO (Generative Engine Optimization) marks a shift: it is no longer just about “ranking,” but about establishing authority, being cited, and being recommended by LLMs.
In this session, we share a strategic and operational approach to managing your AI visibility:

• Understand how LLMs select, prioritize, and cite their sources.
• Identify the editorial, technical, and authority levers that maximize your likelihood of being “the answer.”
• Implement a measurement framework: AI share of voice, citations, presence in responses, business impact
• Activate a GEO roadmap aligned with your priorities: acquisition, brand, conversion, reassurance

Objective: capture demand where it is now decided, at the heart of the generated response.

Your customers talk to you every day, but do you really listen to them?
Today, AI applied to conversations is becoming the most authentic source of customer knowledge, enriching your traditional surveys and reviews with what your customers really think. This is becoming an unprecedented lever for commercial performance.
Thanks to the next developments in generative AI, we are entering the era of augmented coaching: Speech Analytics no longer just analyzes the past, it becomes a co-pilot that boosts your advisors' business skills in real time.
Come and discover how to transform every exchange into a learning and sales opportunity, moving from a passive customer relationship to a controlled customer experience.

The contact center can no longer be viewed as a simple entry point to customer interactions.
The most successful organizations are adopting a holistic approach that combines artificial intelligence, industry expertise, and full integration with enterprise communications to create sustainable value.

This session will explore how to deploy AI progressively to improve first-contact resolution, support agents, and automate with the right level of judgment. We will also address the verticalization of customer journeys and conversational agents to meet the specific requirements of sectors such as healthcare, financial services, and the public sector. Finally, we will demonstrate how a flexible, hybrid, open, and secure architecture enables the integration of contact center, unified communications, and data analytics to ensure business continuity, data sovereignty, and measurable ROI.

RCS for Business now offers one of the best support experiences on the market: a simple, team-oriented interface with instant usability. Orange Business has launched its new RCS for Business offer to deliver an unmatched experience to a wide range of customers while strengthening the proximity that sets it apart.

With the Live Identity API, you benefit from enhanced security, seamless identification, and high-value conversational journeys. A dedicated demo will show you how these solutions integrate into your processes and streamline your business workflows, combining performance with trust.

RCS and Live Identity: a powerful combination designed to reinforce security, optimize the user experience, and maximize the impact of your customer journeys.

Your agents' expertise is your most valuable asset, but it remains underutilized too often. In an ultra-competitive industry, the ability to transform knowledge into fast, accurate decisions is the primary driver of performance.

How do you turn static information into an immediate value-creation lever?

This is the challenge met by BoursoBank, the French leader in online banking, which placed Knowledge Management at the heart of its customer service. By intelligently structuring and deploying business expertise, BoursoBank turned knowledge into a true engine for growth and innovation.

The result? A 20-point NPS increase in just 6 months!

Join this masterclass and benefit from the feedback of Jérôme Maître, Director of Employee Experience at BoursoBank, alongside François Castro-Lara, Head of Marketing at Mayday.

On the agenda:

• BoursoBank case study: challenges faced, strategic choices, methodology, and results achieved.
• The AI era: why Knowledge Management has become essential for maintaining high-performance customer service.
• Measuring business impact: how to drive CX improvements and advisor upskilling.
• Collaborative management: keys to mastering the knowledge lifecycle over the long term.
• Live Q&A: an interactive session with Jérôme and François to get concrete answers to your questions.

Don't miss this opportunity to learn from a successful project and transform your knowledge management into a genuine performance lever!

Search, Google Maps, LLM. Three channels. One local customer to convince. Yet most local businesses don’t really master any of them.
In this new reality, your local visibility no longer plays out on a single field — it is built simultaneously on the search engine that indexes, the AI that recommends, and the map that reassures. Miss one, and you risk handing the lead straight to a competitor.
Rather than managing each channel in isolation, the real challenge is to align a coherent strategy across all three levers so you are perceived as the go‑to business in your niche and area. How do you avoid being invisible where your customers are actually searching, and how do you turn this triple presence into a machine for generating qualified leads — without a skyrocketing ad budget?

Following the nationwide outage of June 2, 2021, the SDIS of Morbihan rethought the resilience of its emergency call centers.

Martin Deroide, Deputy Head of the Information Systems Department at SDIS 56, and Nicolas Bougues, CTO of Axialys, will share insights from this technological partnership, which ensures the continuity of emergency lines 18 and 112 through a Cloud-based solution.

How can a vital public service be secured against network outages or cyberattacks?
How can a solution capable of handling hundreds of calls per day, 24/7, be deployed within just a few hours?

A concrete and strategic session on the resilience of critical infrastructures and the key role of the Cloud in supporting public services.

Discover how Boulanger, voted Customer Service of the Year (ESCDA) for the fourth consecutive time, puts innovation and customer satisfaction at the heart of its strategy by leveraging the power of Kiamo’s omnichannel distribution engine combined with AI.

Boulanger will share concrete levers that enable its customer service teams to improve operational efficiency without compromising either the customer experience or the advisor experience.

On the agenda:

• Enhanced personalization through refined customer segmentation for more targeted interactions.

• Optimized assistance powered by conversational AI and intelligent callbacks for smoother operations.

• In-depth analysis of call recordings to better understand customer needs and expectations.

A direct and practical discussion between Damien Nuyttens, Chief Operating & Customer Officer at Edenred, and Claire Calméjane, President France & Benelux at Foundever. They will address the challenges faced, the co-created solutions, the results achieved, and the next steps to turn customer experience into a true driver of performance.

As digital payments continue to evolve rapidly, transaction security can no longer rely solely on regulatory compliance. In France, the payments ecosystem has developed within a robust regulatory framework — including PSD2, Strong Customer Authentication (SCA), and PCI DSS — while facing constantly evolving threats such as online fraud, social engineering scams, and new risks associated with instant payments.

This conference session will provide insights into the evolution of the payment security landscape in France, drawing on recent findings from the Observatoire de la Sécurité des Moyens de Paiement (OSMP). It will also explore ongoing transformations within the European ecosystem, including the emergence of new payment solutions such as Wero and the growing adoption of instant payments.

Beyond regulation, combating fraud and securing payments increasingly depend on stronger collaboration between banks, fintechs, merchants, and technology providers. This session will highlight these dynamics and discuss how PCI compliance and secure payment technologies can contribute to building a more resilient and collaborative payment ecosystem.

Marketers have always been taught to follow this simple rule: “meet consumers where they are.” Well, today, our consumers seeking answers are on AI search engines (ChatGPT, Perplexity, Gemini, Mistral, DeepSeek, etc.). 

AI search platforms have become a preferred destination, even a reflex, and therefore represent a new touch point for marketers to optimize.

Customers now ask ChatGPT which cosmetic brand is best suited to their skin, to compare two tech products, or whether a hotel is worth the price, all based on their personal criteria. And while the answer may seem instantaneous and neutral, it actually reflects a broader ecosystem of information, where a combination of social media conversations, media narratives, search behavior, and brand content shapes the response.

This raises an important question for marketers: if AI influences your customers, how do you influence AI?

Find out how to monitor search engines and how they capture and transcribe your brand stories and those of your competitors, then how to implement a media relations strategy that can influence LLM responses.

The challenge of the next two years goes beyond mere technological transformation: it requires companies to orchestrate customer journeys that respect the unique characteristics of different generations of customers, making AI a true catalyst for engagement. In this masterclass, we will analyze consumers' relationship with AI and present five emerging trends to define clear strategies for customer journeys and communication channels. You will discover a pragmatic approach, supported by transparent governance, to build lasting trust between customers and employees.

Kiabi has deployed the Djiin mailbot to support its advisors in handling customer emails. Automation and AI accelerate response and improve reliability while freeing employees from low-value tasks. Discover how technology saves time while enhancing the human touch at the heart of customer relations.

In Retail and E-commerce, call volumes are not unpredictable — they are structurally high and seasonal.

Winter and summer sales, May bank holidays, national holidays, summer vacation periods, Black Friday, year-end holidays, and post-Christmas return peaks: each period puts your support organization under pressure.

The challenge goes beyond simply managing inbound flows. It is about orchestrating the entire call lifecycle to achieve a new standard of operational excellence.

Through real-world examples from the French market, we will explore how a high-performing VoIP telephony solution, enhanced with AI-driven capabilities, can help transform seasonal peaks into opportunities, improve NPS without mechanically increasing headcount, and safeguard support team bandwidth.

The ambition: to move from reactive volume management to a model of continuous performance orchestration.

This session follows a structured three-part framework:

Before the call: anticipate and structure
Prepare teams and infrastructure to absorb peaks, intelligently prioritize requests, and protect agent availability.

During the call: streamline and accelerate
Reduce resolution time, ensure immediate access to relevant information, and maintain high levels of customer satisfaction — even under pressure.

After the call: analyze and optimize
Leverage conversational data to refine processes, identify recurring friction points, and sustainably strengthen team performance.

80% of customer service messages and journey-mapping communications are never pre-tested due to time and budget constraints.

What if you could get your customers' feedback—without disturbing them—before clicking "send"?
Join Carole Sasson (Founder of the Qualiweb Barometer and Cocedal Conseil) and Guillaume Valicon (Co-founder of Airpanel) to discover a major technological breakthrough: AI-simulated customer panels.
In this Masterclass, we will reveal how Airpanel’s AI—powered by the 2026 Qualiweb Barometer’s benchmark data—allows you to pre-test message templates, interaction sequences, and omnichannel communications across the customer journey. All through AI agents simulating your real customers, in under 15 minutes.

When you're growing fast, how do you keep service quality high without burning out your product teams? Docaposte's Digital Trust Solutions business unit shares how they expanded their team whilst actually improving performance and customer satisfaction.

Their knowledge management strategy – powered by sovereign solution Elium – delivered wins across 3 fronts: agent autonomy (fewer escalations), faster onboarding, and centralised procedures that guarantee consistent responses. The bonus? Structured knowledge ready for AI to tap into, future-proofing their customer relationships.

Don't settle for text anymore!  Instantly convert your PDFs, blog articles, product sheets, and reports into captivating videos. 2Emotion analyzes your documents, summarizes the key points, and automatically generates a complete video using its AI doc-to-video technology.

• How does it work?
• What types of videos should you generate for your networks and SEO?
• Current limitations and best practices for maximum impact

Discover how to give your strategic content a new dimension and boost your visibility with video!

As acquisition costs rise and competition intensifies, e-commerce growth can no longer rely on traffic alone. Sustainable performance comes from a strong commerce architecture combined with intelligent customer data activation.

In this session, we’ll explore how Sylius, as a composable e-commerce foundation, and User, as a CRM and marketing automation platform, work together to orchestrate the entire customer journey — from real-time personalization and onsite conversion to multichannel lifecycle automation.

Through concrete use cases, we’ll demonstrate how to turn every interaction into measurable impact: higher conversion, stronger retention, and increased customer lifetime value.

Debt collection is undergoing a major digital transformation, and RCS is emerging as the revolutionary channel that's changing the game. Join us for an exceptional Master Class where we'll reveal how this technology achieves unprecedented engagement and collection rates.

Thomas Duvacher, financial recovery expert, will share his hands-on experience deploying RCS within one of France's leading debt collection companies. Discover how this solution transformed their practices and boosted their performance. You'll also benefit from the expertise of Amelia Newson Davis, Director of Orange Pay who manages RCS For Business, and Nagi Moubareck, Business Communication Leader at Google France, who will present the unique capabilities of this channel and its potential for your business. The Greenbureau team, with Yan Tamalet, will demonstrate how the platform concretely optimizes your collection campaigns.

This 45-minute conference will provide you with strategic insights, real performance data, and use cases you can immediately apply to your organization. Don't miss this unique opportunity to understand how RCS can revolutionize your debt collection approach.

Wednesday, March 25 at 2:00 PM in Master Class Room #7

Also visit Greenbureau at booth D78 throughout the event to discuss your projects.

Discover how the partnership between Fnac Darty and DialOnce is transforming the customer experience by putting AI at the heart of customer relations. Franck Boubet, Head of Projects, Steering, and Remote Customer Relations Transformation at Fnac Darty , will share insights on using the DialOnce solution to improve customer self service, satisfaction, and omnichannel strategies.

During this session, we will explore how artificial intelligence streamlines the management of customer requests, ensuring fast and efficient handling while maintaining high satisfaction levels. We will also address the challenges of omnichannality, where every channel, whether voice or digital, integrates seamlessly to provide a consistent customer experience.

Join us to discuss the lessons learned from this collaboration and discover how AI is helping to reinvent customer relations.

Presentation of the methods, practices, and tools implemented to strengthen the group's customer centricity with the support of COS System. How to reinforce customer orientation and change habits at headquarters? What measures should be implemented to bring the project to life across the distribution network? With what constraints and what advantages? This very hands-on presentation will be a source of inspiration for all network-based companies.

In a market where acquisition is slowing down, growth lies at the heart of your existing customer base. Yet one question remains: how can you turn a Customer Support team into a proactive revenue generator without compromising the very DNA of “Care”?

The challenge is no longer just technological: it’s human.

In 2026, a growing proportion of search intentions will be resolved directly in conversational responses, without clicks, comparisons, or “top 10” lists.
For Ad's up Consulting, GEO (Generative Engine Optimization) marks a shift: it is no longer just about “ranking,” but about establishing authority, being cited, and being recommended by LLMs.
In this session, we share a strategic and operational approach to managing your AI visibility:

• Understand how LLMs select, prioritize, and cite their sources.
• Identify the editorial, technical, and authority levers that maximize your likelihood of being “the answer.”
• Implement a measurement framework: AI share of voice, citations, presence in responses, business impact
• Activate a GEO roadmap aligned with your priorities: acquisition, brand, conversion, reassurance

Objective: capture demand where it is now decided, at the heart of the generated response.

Support your advisors and contact center customers with cutting-edge, scalable technologies to boost your performance. During this workshop, you will discover how Reply and Amazon Connect can help you transform your contact center operations in an optimal way with AI.

Customers interact across multiple channels, and every touchpoint is an opportunity to enhance experience, loyalty, and acquisition. By letting your customers choose their preferred channel and automating simple requests, your teams can focus on high-value interactions.

Apenday centralizes all interactions — appointment booking, chatbot, video assistance, live chat, automatic call-back — and adapts to your customers’ habits without imposing a single channel. Offering multiple contact points from the very first interaction helps streamline journeys, contextualize every exchange, and drive engagement.

Fnac Darty will share its feedback and explain how the platform helps orchestrate customer interactions. Every exchange becomes a lever to improve the customer experience and strengthen loyalty, while making teams’ work easier and creating more consistent customer journeys.

How Indépendance Royale transformed its customer service through conversational analytics

Invisible pain points, non-compliance, avoidable repetitions... The most valuable insights are hidden in the 98% of calls that no one listens to. But with thousands of calls per day and growing compliance requirements, how can you capture what your dashboards miss and turn it into concrete action?

At Feedae, we believe that quality shouldn't be managed via sampling; it should be driven by exhaustivity.

On the Agenda:

• Quality Monitoring + CSAT: Managing in two dimensions Why analyzing agent performance alone is no longer enough. Learn how to track customer sentiment throughout the call to pinpoint exactly where satisfaction drops, why, and what works to win it back.

• The Indépendance Royale Case Study (#1 in senior home solutions, 200+ advisors) Coralie Granet, Marketing & Customer Relations Director, will explain how they transitioned from sampling to analyzing 100% of interactions to standardize their messaging and ensure total compliance.

• Field Insights What your manual evaluation grids aren't catching. Discover the 5 keys to moving from sampling-based quality monitoring to data-driven conversational management.

The most valuable insights are in the 98% of calls that no one listens to.

You will leave this workshop with a concrete method to manage quality, compliance, and customer satisfaction across 100% of your interactions, along with the first benchmarks to take action within your organization.

📍 Limited seating available – Don’t miss this practical workshop!

In the age of AI and real-time analytics, listening to customers has become a strategic accelerator. Surveys are no longer just barometers: they power intelligent systems capable of analyzing massive amounts of data, including text / verbatim, detecting weak signals, and guiding decisions continuously. Through feedback from 1, 2, and the consumer association UFC Que Choisir, discover how leveraging data from your surveys can help you anticipate expectations, optimize customer journeys, adjust offers, and manage relationship performance.
A practical conference to understand how to transform the Voice of the Customer into a real driver of agility, to build an effective and lasting relationship.

The rise of conversational and generative AI is opening new opportunities for customer experience, while also raising critical questions around data security, compliance, and sovereignty. In this context, sovereign cloud is becoming a strategic foundation for organizations that want to innovate while maintaining full control over sensitive data.

In this session, discover how organizations can deploy AI in their contact centers while ensuring data protection, compliance with European regulations, and customer trust. A practical approach to combining innovation, operational performance, and digital sovereignty.

Voice AI agents can no longer rely on promises alone. Performance is now driven by infrastructure: latency, real-time orchestration, CRM integration and data sovereignty.

How do you build a platform capable of supporting industrial-grade voice AI agents, across both inbound and outbound calls, while meeting European compliance and scalability requirements?

During this masterclass, Manifone will present its Voice AI platform, designed as a reference technological foundation for next-generation voice agents, through live demonstrations and real-world operational use cases.

When words are no longer enough, seeing makes the difference.
Through combined feedback from Loxam and Bosch Siemens, this session explores how visual assistance is transforming customer relationships and agents’ day‑to‑day work: faster diagnostics, reduced tension, better‑prepared interventions, and more empowered teams. A practical discussion on operational and human benefits, and the key success factors for a successful rollout.

Can you still manage your LinkedIn influence in 2026 the same way you did in 2022? 

With organic reach plummeting, the battle for thought leadership reaching new heights, and LinkedIn Ads expertise becoming a critical factor, sticking to old playbooks is a dead end. 

Story Jungle—one of only 12 LinkedIn content partners worldwide, and the only one in France—invites you to a masterclass featuring: 

• 3 clinical insights into the LinkedIn landscape of 2026 
• 5 tactics to implement (immediately) 
• Deep dive: How to measure your influence against the competition 

Find Story Jungle at Booth A22.

As artificial intelligence revolutionizes content production and access to information, a key question arises: how do media outlets and affiliate platforms continue to perform… together? At this conference dedicated to digital performance, one observation became clear: success no longer hinges on click volume, but on the quality of recommendations, the strength of partnerships, and precise performance measurement. A pragmatic session, focused on real-world applications, explored how media outlets and platforms are working together to create sustainable value for both advertisers and readers.

With its expertise and global vision of customer relations, Zoho analyses the major developments that are transforming businesses for the long term every year. In 2026, the challenge will no longer be to accumulate technologies, but to make the right choices to create real, measurable and lasting value.
In this presentation, our experts will analyse the key trends that are redefining customer relations and explain how they directly impact the performance, growth and competitiveness of organisations.
Artificial intelligence is entering a phase of maturity, where operational efficiency and cost reduction are taking precedence over experimentation.
The omnichannel experience, long perceived as complex and out of reach, is finally becoming accessible when fully integrated into the overall strategy.
Personalisation is emerging as a powerful lever for sales development and customer loyalty, provided it is based on reliable and actionable data.
Because while data is now ubiquitous, transforming it into concrete decisions remains a major challenge.
Finally, security and trust are emerging as essential requirements at the heart of the relationship between brands and their customers.
The message for 2026 is clear: put trust first, adopt efficiency as a method, and make consistency the guiding principle behind every action.

The real challenge of AI is not the technology itself, but your ability to remain in control.
What can prove costly are mistakes, the reluctance to rethink processes and organizational models, and above all, the failure to support teams as they embrace these changes and their new roles.

Once this is understood, it becomes clear that AI should only be a tool — and that YOU must remain in the driver’s seat.

From there, the question is no longer “How do we implement AI?” but rather “How do we adapt AI to our objectives, our context, our organization, and our strategy?”

This is the topic that the Agora Customer Experience collective of experts will explore in a focused 50-minute session.

Our experts will share real-life feedback and concrete examples that can be applied within your organization, whether through training, relational signature, storytelling, or the creation of a true wow effect.

All of this serves one major purpose: enhancing collective intelligence, so that AI works in service of people, and not the other way around.

Having a brand ambassador who can communicate without ever shooting a video is now possible! Discover how AI avatars are transforming corporate communication and marketing:

•  How are they created and used?
• What are the concrete results?
• What are the limitations and best practices?

Concrete feedback and a live demonstration of Avatar AI technology by 2Emotion.

Companies have never invested so much in customer relationship tools, pathways and personalisation, without always achieving the expected gains.

In many organisations, the promise made to the customer still comes up against siloed operations, a lack of cross-functional cooperation and fragmented internal relationships. However, the experience of the external customer is a direct reflection of the quality of internal relationships.

The aim of this Masterclass is to show that the quality of customer relations depends directly on the quality of internal relations, and to share concrete and operational keys to strengthening cross-functional collaboration, breaking down silos and promoting collective work within organisations.
Highlights

• Why talk about internal customer relations today?
• The three pillars of internal customer relations
• The main obstacles within organisations
• Practical levers for strengthening internal customer relations
• The key role of customer relations managers
• A practical method, proven in the field, for sustainably engaging teams and improving collective performance

AI is now at the heart of high-performing digital ecosystems. It enables the reinvention of customer journeys, making them smoother, smarter, and more engaging across all digital channels. Thanks to conversational AI, organizations can now unify knowledge, deepen their understanding of customer intent, and move beyond linear paths to offer truly personalized experiences. The challenge is no longer simply to respond or automate, but to orchestrate a coherent end-to-end digital journey, combining virtual agents and human intervention at the most relevant moment. We will share concrete use cases demonstrating how these hybrid journeys improve customer satisfaction while creating new revenue opportunities.