Orange France has announced the large-scale deployment of a tool for monitoring call center agents' conversations, enhanced with AI. According to management, this speech analytics tool will "enrich" the customer relationship. For one of the main trade unions, however, it is a mass surveillance tool, deployed illegally and without any consultation.
At the customer service department — which handles thousands of tickets per year and employs twenty people — requests must be tracked promptly, with a global overview. Ino CX was chosen for this purpose, integrated with Zendesk.
An agent deployed and set up quickly, following a broad "competition". Its use could be extended to other brands within the European Camping Group, Europe's leading outdoor hospitality group.
Bakari Fofana has recently been appointed Senior Vice President Customer Service and Experience of the new Canal+ and MultiChoice entity, which now counts nearly 20 million subscribers across the African continent.
Maddyness, in deficit, wants to sell itself for €5 million. CMA Media said no. Forbes France used to “sell” its covers. The American publisher said stop.
ManoMano officially mentions “thousands of customers” affected, but the reality could be much more worrying. The data was reportedly extracted from Zendesk, the customer support platform used by ManoMano.
At the Passy Cemetery (near the Trocadéro) lies a grave, a hand buried there. It belongs to Antoine Cierplikowski, known as Antoine de Paris, probably the greatest hairdresser of the 20th century, now somewhat forgotten. He wrote “J'ai coiffé le monde entier !” in his fascinating and now out‑of‑print autobiography, due to be reissued in an expanded version in 2026.
Equipped with highly specialized software and well-versed, for example, in sending RCS messages, former telemarketers and 118 218 agents have saved their profession and are now taking part in the Movida shaking Morocco.
Who is Jean-Louis Mochamps? A clear-sighted retailer who knows his numbers and believes in the virtues of technology. He carries no stock, but relies on talented sales staff and in-house software.
The airport hotel is a key character in many films and in the lives of busy businesspeople with packed schedules. Should you stay at Van der Valk, at Roissy CDG?
Concentrix (CNXC), the global call-center giant, has recorded an operating loss of $1,382.4 million in its accounts for the fourth quarter of 2025.
Live Nation acquires Paris La Défense Arena from Ovalto (Jacky Lorenzetti). Ticketmaster and its prices and methods could be the next issue
The Paris Metro is plastered with posters extolling the virtues and benefits of Zoho, Monday, and Cegid. Why so much advertising? Is this carpet bombing by software publishers effective?
In India, call centre managers allegedly sterilised female call centre agents without their knowledge in the mid-2010s. According to various experts, chatbots will completely replace them within five years. Fact-checking in BPO and AI, backed up by figures, clichés and photos.
Disappointing customer experiences could cost businesses £3 trillion by 2026. This represents a real windfall for those who know how to streamline the customer journey, whether online or omnichannel, according to Qualtrics.
Carlos Tavares loved his Alfasud Sprint, made a hole in a Renault 4L during his industrial placement, and wrote a book, published by Plon. The former CEO of Stellantis's stories, confidences and mechanical advice are well worth reading and reflecting on. Fasten your seatbelts.
Doctolib is launching an online paediatrician service available 24/7, as efficient and easy to access as Carglass. Stanislas Niox-Chateau made the announcement on France Inter. Fact or fiction? Are his partners being paid to provide their technology and expertise?
Nous passons une grande partie de nos vies dans les transports, les métros, les bus. A Paris, la ligne 14 et son prolongement ont tout changé. Dans le RER, tout ne fonctionne pas bien. Mais à NYC, c’est pire.
American Express or Zenchef will be of no help in booking a table at Mokonuts, a modest and very popular restaurant in Paris. Who are the champions of the experience in France, and what tools do they use?
A San Francisco, durant Dreamforce 2025 (Salesforce) Marc Benioff, PDG, a enchaîné les bévues dans ses prises de parole. Anne-Fleur Saraux et Gary Anssens ont animé avec brio ECTFF, 13ème édition.
