Exhibitor Workshops Program

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18 September 2024 09h00 to 10h00 CLUB VIP PLENARY CONFERENCE

Comment faire de l’IA le plus puissant allié de votre expérience client ?

Organized by All4Customer Meetings

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En pleine phase d’adoption accélérée, les entreprises cherchent à intégrer l’Intelligence artificielle et en tirer le plus grand profit. De nombreux défis attendent les professionnels pour les nouveaux usages clients et collaborateurs, ainsi que pour se différencier et prendre un avantage concurrentiel. Parmi ces défis : organiser ses données, sensibiliser les collaborateurs, faire les bons choix technologiques, veiller à la réglementation, l’éthique et la protection des données… Découvrez lors de cette conférence inspirante les clés pour déployer une stratégie robuste et faire de l’IA le meilleur allié de votre expérience client.

Conference Moderator:

Thierry  SPENCER

Thierry SPENCER
Auteur du blog de référence Sensduclient.com – SENSDUCLIENT.COM

Speaker:

Mick  LEVY

Mick LEVY
Auteur, conférencier et expert Data / IA. Directeur Stratégie & Innovation – ORANGE BUSINESS

18 September 2024 12h20 to 13h05 ROOM E EXHIBITOR WORKSHOP

DPD France's experience feedback following the Automated Quality Monitoring and Customer Voice Analysis POC with Deskea and Axialys.

Organized by DESKEA (Groupe TERSEA)

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DPD France is revolutionizing its quality management approach with an Automated Quality Monitoring (AQM) solution to evaluate over 500 agents and analyze the customer voice to address the root causes of dissatisfaction. Discover the criteria for selecting this solution, the key implementation steps, and how AI helps DPD France teams to continuously enhance quality.

Speakers:

Nathalie NAHMIAS

Nathalie NAHMIAS
Customer Care Director – DPD FRANCE

Michael DOLINER

Michael DOLINER
CEO – AXIALYS

Edouard LAYEILLON

Edouard LAYEILLON
Sales Director – DESKEA

18 September 2024 12h20 to 13h05 ROOM F EXHIBITOR WORKSHOP

CX outsourcing: West Africa, a land of opportunities

Organized by MAJOREL

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CX French-speaking territories have expanded in recent decades from France to North Africa with remarkable dynamism and growth. This dynamism has been extending to West Africa for several years now. We invite you to take a fresh look at these destinations, which have succeeded in convincing the customer experience departments of major brands. Among these major brands, we will offer you the feedback of Chronopost, which has been present in this sub-Saharan region for several years.

Program for this exploratory trip to the heart of West Africa:

  • The vast French-speaking areas: a demographic dynamism that favors the emergence of numerous talents supported by high-level university infrastructures,

  • Customer excellence destinations: an outsourced CX industry that is constantly growing,

  • Majorel, a CX pioneer in the region: a commitment of over 10 years in West Africa,

  • Chronopost: an outsourcing model focused on West Africa.


Conference Moderator:

Grégory KRUMM

Grégory KRUMM
Marketing & Communication Director – MAJOREL

Speakers:

Adil BERRADA

Adil BERRADA
Business development Director – MAJOREL

Gilles PASTRANS

Gilles PASTRANS
Head of CX transformation – CHRONOPOST

18 September 2024 16h00 to 16h45 ROOM B EXHIBITOR WORKSHOP

How Are Marketing and SEO Teams Integrating AI in 2024?

Organized by SEMJI

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Discover how marketing teams are integrating Artificial Intelligence. Join Michel Beck, SEO and Content Consultant at Semji, for an exclusive workshop. He will reveal the results of a Semji survey conducted this year with major companies like l’Etudiant, Generali, PAP, Thuasne, and others.
Agenda:
  • What are the uses of AI in a marketing team?
  • What tools are used?
  • AI adoption strategies by type of company, size, and sector
  • What challenges need to be addressed?
  • What is the future vision of AI within the organization of companies?
Get inspired by this workshop to elevate AI to the top of your marketing strategy for 2025. Reserve your spot now!

Conference Moderator:

Michel BECK

Michel BECK
SEO & Content Consultant – SEMJI

18 September 2024 16h00 to 16h45 ROOM F EXHIBITOR WORKSHOP

How to boost the performance of a customer journey and the productivity of agent on contact centers? Illustration of use cases with AI and key management indicators.

Organized by GENESYS

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Generative AI is shaking up the world of customer relations. Through examples of development projects implemented in companies, during this session you will find the tools and recommendations for using Generative AI to optimize the personalization of exchanges and the automation of repetitive tasks.

Speaker:

Yassine TAHRI

Yassine TAHRI
Solution consultant – GENESYS

19 September 2024 09h00 to 10h00 CLUB VIP PLENARY CONFERENCE

Réseaux sociaux et communication de crise : comment gérer son image de marque ?

Organized by All4Customer Meetings

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À l’ère de la communication multicanal et des stratégies de communication 360°, l’image de marque se décline sur tous les supports et se déploie sur tous les réseaux. Chaque réseau possède ses propres codes, ses cibles et ses messages. Comment alors éviter les faux pas ? Avec l’essor du marketing d’influence, comment maîtriser les codes de ces nouvelles techniques de présence en ligne ? Comment travailler son image de marque avec des influenceurs tout en évitant les dérapages ? Et si des dérapages surviennent, comment gérer la communication de crise dans un environnement où la viralité est la norme ?

Entre bonnes pratiques et retours d’expériences d’experts, venez découvrir les insights nécessaires pour sécuriser votre image de marque sur les plateformes.

Conference Moderator:

Isabelle  LEIZE

Isabelle LEIZE
- – JOURNALISTE ET ANIMATRICE

Speaker:

Caroline  MIGNAUX

Caroline MIGNAUX
- – ENTREPRENEURE, CONFÉRENCIÈRE ET LINKEDIN TOP VOICE

19 September 2024 11h50 to 12h35 ROOM F EXHIBITOR WORKSHOP

How to identify and process critical content in a phone interaction, in writing or via social networks?

Organized by GENESYS

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Good management of emotions is central to increasing the satisfaction rate and sales re-engagement. This workshop will help you understand the new capabilities of omnichannel AI and the appropriate data to examine to turn a difficult customer relationship into a positive resolution.

Speaker:

Yassine TAHRI

Yassine TAHRI
Solution consultant – GENESYS

19 September 2024 14h10 to 14h55 ROOM A EXHIBITOR WORKSHOP

How can A.I. & Data be used to match 1st and 3rd party profiles to target future buyers?

Organized by AVANCI

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Discover how AI and Data are revolutionising marketing in our workshop! Learn how to identify and match 1st and 3rd party buyer profiles for ultra-precise targeting. Explore advanced data matching techniques, the creation of secure Data Clean Rooms, and multi-channel marketing strategies. We'll also look at the end of third-party cookies and how you can deal with them with innovative solutions.
Come and boost your campaigns and convert your prospects into buyers more effectively thanks to artificial intelligence on Thursday 19 September at 2.10pm!

Conference Moderator:

Ghislain  GRIDEL

Ghislain GRIDEL
Directeur Conseil data & CRM – AVANCI

19 September 2024 14h10 to 14h55 ROOM B EXHIBITOR WORKSHOP

Powering your customer experience with hyper-personalisation and AI

Organized by TREASURE DATA

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How can you make sense of complex data and integrate and centralise it within a CDP to generate hyper-personalised, data-driven customer experiences?

Discover a variety of case studies focusing on conversion and the rapid optimisation of your ROI.

Don't wait any longer to optimise your acquisition costs while benefiting from the latest advances in AI and Machine Learning.

Speaker:

Sébastien PUJALTE

Sébastien PUJALTE
Senior Solution Consultant – TREASURE DATA

19 September 2024 14h10 to 14h55 ROOM F EXHIBITOR WORKSHOP

Generative AI and Customer Experience: How to Redefine the Actionability of Customer Reviews? Through a concrete example, discover how to transform your customer reviews into an action plan.

Organized by GOODAYS

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16% of customer experience leaders take actions based on the Voice of the Customer (McKinsey, 2022). And you?

Putting the customer at the heart of your decision-making process is essential to improving the customer experience. The real levers of action are found in customer reviews, but leveraging them can be complex for decision-makers. Generative AI offers an innovative solution to effectively analyze and utilize these reviews.

During this workshop, Thibaut Carlier, co-founder and CPO of Goodays, will present our latest innovation, Goodays Insight, which redefines the actionability of the Voice of the Customer. You will discover:

  • How to focus your efforts where they will have the most impact
  • Strategies to act effectively throughout the organization
  • Methods to track the impact of your actions in real-time

This workshop is a unique opportunity to understand how generative AI can transform customer reviews into powerful levers of action and significantly improve the customer experience within your organization.

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Conference Moderator:

Thibaut CARLIER

Thibaut CARLIER
CPO & Co founder – GOODAYS