The 100 best problem solvers in France for CRM, BPO, customer experience

Acquisition, service, customer experience, hospitality. The 100 who count in France, specialists or best problem solvers.

In the 5th edition of its ‘Bottin’, En-Contact magazine has listed the 100 entrepreneurs, managers and leading specialists who are helping to resolve the key issues of customer acquisition, loyalty and the resolution of friction points in the customer, traveller and patient journey. Either because they manage large shops, busy customer services departments or because they are at the heart of the places where these problems arise: SNCF stations, service stations, customer services departments of major telecoms operators, online banking, parcel deliveries at relay points. Of course, the retail and hospitality sectors are also involved: 86% of the world's commerce is still conducted in physical locations, such as shops and shopping centres. Of course, the key issues are evolving: the explosion in incivilities and violent behaviour led us to identify the rare specialists in training and prevention for our Directory.

Here are just a few examples: parcel delivery, for example, accounts for 23% of call centre contacts for e-retailers. Telecom operators or fibre installers encounter the full spectrum of customer experience issues in their shops or contact centres. But sometimes it's articles in specialist newspapers or TV programmes that help to unravel a scandalous disregard for the customer. Julien Courbet, the lawyer Sylvie Noachovitch and Gilles Dansart, the editor of Mobilettre, are all Best Problem Solvers.

NB: the list should have included the head of customer services at Enedis, a key player in the energy supply industry. Its customer service department alone employs 3,300 telephone advisers. The company has never wished to confirm who manages or steers it. The same goes for Ikea. Some people talk a lot about customer service and experience, about making it more fluid and welcoming, but without much transparency.

Discover pages 1, 2 and 9 HERE.

To discover the complete list of the 100 Best Problem Solvers, subscribe HERE

Malpaso-RCM is the publisher of En-Contact magazine and the Bottin du service, de l'expérience client& de l'hospitalité.