Plenary conferences

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

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

After the success of its white paper [GenAI x Customer Relationship] in 2023, ILLUIN Technology unveils in preview the new edition of its mapping of the best use cases of GenAI for Customer Relationship and Marketing!

👨 SPEAKERS

The latest product innovations implemented by the French scale-up expert in AI for businesses presented by Robert VESOUL, its CEO, and illustrated with the customer testimony of Grégoire PERRET, CIO at Chronopost.

✨ ZOOM T1 2024

• Hybrid conversational bots: the optimal balance between the power of GenAI and the reliability of guided conversations.

• Generation of unprecedented Marketing insights through 360° analysis of customer interactions (churn, quality monitoring, effort...).

✨ OTHER PRESENTED USE CASES

• Sourced response generation or how to extend self-care and improve its quality through querying documentary databases in natural language.

• Real-time suggestion generation towards the next best action (across all channels) or how to empower Customer Relationship Center advisors and managers to enhance support.

• Intelligent processing of emails, attachments, and documents or how to boost back-office productivity by automating repetitive low-value tasks.

• Conversation summarization or how to generate new data to improve customer support and enrich CRM and post-interaction analyses.

👉 TO DOWNLOAD THE WHITE PAPER https://www.illuin.tech/lp-livre-blanc-genai-x-relation-client/
📍 TO MEET ILLUIN TECHNOLOGY Visit booth F69, our tech and sales teams will be delighted to provide you with information about our offerings!

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

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

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

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

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

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

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

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

TikTok est la première plateforme pour les contenus vidéos courts en ligne et l'app la plus téléchargée de ces dernières années. Venez découvrir comment TikTok rebat les cartes du commerce grâce au divertissement.

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

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

Each year, L'ADN Trends Book 2024 meticulously dissects 20 pivotal sectors of the economy. Energy, health, fashion, luxury, home, tourism, retail, media, mobility, entertainment, food and beverage, beauty, industry, arts, health... DNA's editorial team conducts a thorough examination of these markets, situating them within their current era and the next, marked by L'ADN's editorial hallmark: the exploration of emerging signals and micro-trends, the analysis of fundamental shifts and the blockbusters set to disrupt the landscape, and interviews with influential figures who are reshaping, even jolting, the industry norms. The L'ADN Trends 2024 Conference, hosted by Carolina Tomaz, Editor-in-Chief, offers a deep analytical dive into a content-rich and dense edition, notably highlighted by the AI fever, self technologies, and a transformed relationship to consumption and work, among other things.

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

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