Our trades have changed. With digital new activities and new positions have emerged and we no longer think in terms of channel but global approach of the customer. Thus, we now see companies appear in positions of Chief Digital Officers, Customer Relationship Managers or Customer Xperience proclaimed as major controllers of the customer experience.

Who are these new priests in the service of the god client? Where do they come from and what is their profile? Where are they in the organization chart and how does this new role fit into the overall structure of the company? What are the keys to a successful digital transformation? At a time when the brand must be everywhere, through a unified, emotional, surprising and engaging experience, what strategy must these new guides use to achieve the goal of the Customer Centric #CX?

Speakers :

Merete Buljo, Chief Digital Officer & Corporate Communications et membre du COMEX, Natixis EuroTitres

Cécile Lagé, Chief Marketing & Digital Officer, Française des jeux

Pascal Lannoo, Directeur Customer Experience Digitale, Voyages-sncf.com

Delphine Jamain, Head of Digital Customer Experience, FNAC

Frédéric Lobermann, Customer Experience Simplification director, Orange