Sorry to bother you but…

Inspiration does run in the family and this can be seen through a long awaited film soon to be released in movie theaters that portrays an ambitious and skilled tele-marketer who, in order to succeed, has to make a tough and highly questionable decision which raises considerable societal questions but not only! A brilliant film […]

What if Blackstone bought (It’ll be great Mendez)

It’s not forbidden to imagine that, in the midst of crazy algorithms, amazing statements and cash-flow, what could give improbable meetings or calls. The redaction team of En-Contact has been frequently contacted lately by customers who say they’ve been cheated and harmed by Oscaro or suppliers who claim the payment of their bills, what could […]

The seamless experience : an obligation for all

In order to develop, or simply survive, craftsmen and merchants must compete in terms of customer experience. They have to reach high standards, like those of Apple or Amazon. Even if they do not always master the vernacular of this field, they can however sense its key subjects. « Before, we baked good bread and […]

Why reinvent the customer’s journey and consideration? Well to provide the best, of course!

Interview of Sylvain Rabuel – CEO of Club Med France Europe Africa   The title of this article could easily resemble the marketing subject of a Stanford or HEC exam, which started awarding « Excellence in Customer Experience » certificates. We have read the copy of 66 year-old student aiming for the Dean’s list. The competition is […]

The French designers and makers of customer experience

Led Zeppelin or Pink Floyd owe their fame to a very particular alchemy of musical talents, energy and madness. But technology also contributed to their successes or their rediscovery: the first sound effects and games of the Meddle creator were so distinctive that for a long time, their albums were used in stores to test stereo […]

20 million (Be Relax), 2 billion (I-Zettle), 1.1 billion (Ring)? Open bar and quick decision for the acquisitions or technologies that actually transform the customer journey and the traveling experience

Investment funds are not always great visionaries, but when they understand that activities, technologies or small doorbells are likely to effectively transform customer experience or eradicate one of the real pain points of the customer’s journey, they draw out their Sheaffer* to sign real checks. « And deals are quickly closing! » tells us one of the […]

Digital platforms are raising money, but where does it go?

…Apparently not in customer care or compliance. 66% of digital platforms that have raised a considerable amount of money have a negligent or even catastrophic customer service: LeKiosk wins the prize for incompetence. Ornikar, Legal Agency, Legal Start, OpenClassrooms, Meero, Private Driver, etc., the good students rub shoulders with the very bad in the digital […]

Dominique Anract: Full contact Baker

#Beautiful People// France without baguettes and croissants would just not be French enough. Good thing there are 33 000 bakers in France! And bread is no joke to them: they are up at the crack of dawn to open their bakeries early in the morning, they spend hours in the heat of ovens, are hard […]

The conversational art, 50 shades of voices

Could going to a specialized professional fair, for a few minutes or few hours, enhance the customer experience? 4 pictures that tell a lot and 2 enlightening numbers. For the last twenty years, En-Contact’s editorial team has been at almost every edition of the event Stratégie Clients. What has the fair taught us this year? […]

The EDSA Road in Manila? For the BPO traders and the customer experience, it is the Silk Road!

If the Silk Road was mythical for some merchants, EDSA Road is just the same for the major actors of the BPO in Manila, may they be American, French or Canadian. The endless main street that crosses the Philippian capital is bordered, as are so many places in the world, by fast food brands, billboards […]

The musical experience unicorn is French. Her name? FIP

California is jealous, California wants the same. It is not a start-up, since it will soon celebrate its fiftieth birthday, however, this old unicorn is really concerned with all that is digital. The radio does not believe in robots, but in programmers and nothing forecasts their substitution, as they are essential to the audience. The […]

Do Adobe, Qualtrics, Zuora, Medallia and the others fear the French Connection?

Why are the American experts of customer experience not at the Stratégie Clients event? Are we not good enough for them, or are they afraid of us? The greatest customer experience you will ever live? It is next week, with the French Burning Man Festival! I, Robot is this year’s Burning Man theme. The Wi-Fi […]