May I have your attention ? A Vérone, à Seine-Port (Seine-et-Marne), dans certains restaurants étoilés à Paris, les smartphones et clients drogués aux réseaux sociaux ne sont plus les « bienvenus ». Denrée rare, l’attention doit être préservée, cultivée, économisée. La 2ème édition des NDG Sessions, consacrée à ce sujet, se tiendra en 2025.
Paris City Council, ICI Toilettes, JC Decaux, Ile de France mobilités. In Paris, for the Olympic Games, access to toilets will be partially free. As is already the case in Grenoble and Montreuil. It's the right move for a country that wants to enhance its tourist experience: travellers appreciate a clean, safe city with a large number of regularly cleaned toilets.
A full house for Ino Global and Google Chrome, who welcomed around sixty guests to Google's Paris headquarters last Thursday. A lively morning focused on the need not to forget voice in customer journeys. Speakers included Jott, Doctolib and Onepilot. In the room, executives in charge of customer experience from Pluxee, Le Monde and Silae were all ears.
Air France apologized, but René Loucatel continues to protest on Linkedin over the damaged passenger experience. Understandably so. Downgrading an upgraded passenger is an extremely rare situation.
90 years after its birth, Air France is having trouble apologising to passengers, which Delta Airlines has managed to do. 80 years after its birth, the newspaper Le Monde is having trouble checking its sources: Konecta has disappeared from the map and market infographics, in a long article on Teleperformance and call centres.
Not a week goes by without the birth of a new start-up aiming to improve customer service using generative AI. In Bordeaux, for example, Klark is offering to do things cheaper and better than Zendesk, the best-known CRM tool for customer services.
At the end of 2023, the employees of Onclusive, a French company based in La Défense, became the players in the first redundancy plan in France to be triggered by artificial intelligence. Out of 383 positions, 209 people were made redundant to be replaced by AI-powered computers. Eight vacant positions will be left without replacement and, according to Libération, 23 “new functions” will be created.
On 4 April, at Google in Paris, En-Contact, Ino Global and Google Chrome will be welcoming those who are helping DNVBs (digital native vertical brands) or fast-growing brands such as Groupe Verlaine to improve customer engagement and customer journeys, including at critical moments, the moments of truth. PayFit, Doctolib and Onepilot will be testifying. The strategies of Sezane, Slip français, Selency and Groupe Verlaine will be dissected.
In 1989, Miraval sound engineer Diane "BJ" Koné recorded Chris Rea's best-selling album, The Road to Hell, with Jon Kelly in this legendary studio. Interview.
Exclusive interview with Nicolas Mestchersky, CEO of the Vocalcom group, a few days before the opening of a "hut" that should welcome a lot of people, during the All 4 Customer show (the ex-SECA, dedicated to customer relations).
Hubert Bouccara is the Parisian bookseller who says no to Annie Ernaux, no to Amazon and yes to Bi-Bop. He also ejects customers whose literary tastes don't suit him.
What killed or caused the suicide of the train conductor ? Medallia (a rating software) ? A poor assessment during mystery shopping ? Or a non-compliant process in the posture and customer journey ?
Noah Duguid vs Facebook, la décision de justice qui change la face du démarchage téléphonique aux USA. Elle a permis de définir ce qu'est un robocall.
En Juin 2021, l’inaccessibilité temporaire des services d’urgence, en France, en raison d’une panne technique, a marqué les esprits. Orange a dû s'expliquer. Mais l’essentiel des drames qui surviennent dans les services d’urgence dont les SAMU, les 911, procèdent d’une erreur d’appréciation ou d’un non respect patent des procédures.
A recent star of M6's "Qui veut être mon associé?", where it raised €750,000 from Tony Parker and Marc Simoncini, the small start-up Urgentime is well on the way to continuing the development of its application-free video call concept, useful for both emergency services and corporate customer services.
Insurance broker Julia (Santiane group) has been using French software for three years to monitor the quality and compliance of telephone sales. Benjamin Dresner, Chairman of Julia, talks about Callity, the speech analytics platform.
Mr Traoré, a 25-year-old temporary worker (and not 35, as the Paris public prosecutor's office would have us believe) died at Decathlon's La Madeleine site on his first day of work yesterday, Wednesday 11 October. What stage has the investigation reached?
Onepilot acquires Eodom, the French specialist in homeshoring for customer services, created by Didier Ferrier, and joins the Top 15 French BPO players. Probably a winning move, given the context. Exclusive to En-Contact.
Klarna, the fintech with a patchy customer service record and abysmal losses, has been talking a lot of rubbish in a bogus press release about the effectiveness of its callbot and an efficient AI. Why are analysts and journalists so lazy?
Benoit Vorilhon, Gonzague de Pirey, Henri d'auber de Peyrelongue and Frank Legré are all busy producing customer services for luxury brands. At Odity, LVMH Client Services or BlueLink, the Air France subsidiary, John Paul... LVMH Client Services has lost 2 million euros but its future is not a cause for concern. What about the other players, their tips and the use they intend to make of AI?
