The French Forum Customer Experience. 15 October at the Terrass’Hôtel. Practical information
Schedule, hotel address, registration and wild cards.
French champions of customer experience, employees and patients (a few) will gather on 15 October in Paris for the 13th edition of ECTFF, the first forum created in France on this topic by Manuel Jacquinet, publisher of En-Contact. After being held in La Baule for 12 years, we are now in Paris! Konecta, formerly B2S, has been a partner for thirteen years. Thank you, Maxime Didier.
Amelia Newsom-Davis (Orange), Kamel Saci (Leonie Bakery), Gary Anssens (Alltricks), Stéphanie Delestre (Volubile.ai), Pickup, Matthieu de Châlus (Deafi) will be among those speaking.
One of the Master Classes that is sure to be popular, given the context, will be led by Alltricks founder Gary Anssens. ‘Building and deconstructing the customer experience, continuously and without forgetting stores. They boost customer knowledge.’
600 stores (under the Adopt Parfum, Celio, Promod, Vanessa Bruno brands, etc.) in France have equipped themselves with the same software tool, which really improves the employee experience, allows for schedule management and increases the profitability of points of sale. ‘I couldn't do without it now and I've given up on Excel,’ say Justine Mulliez (40 points of sale from Lille to Paris, Saint Tropez and Le Touquet) and other customers of the Strasbourg-based publisher.
DriiveMe, the European leader in car transport, now handles 70% of its drivers' calls 24 hours a day thanks to the conversational AI agent developed and trained by Volubile.ai. Will BPO players die out, and if so, when and what alliances should they form?
"All the investment funds are chasing me. We'll see." Kamel Saci has opened six bakeries in Paris in five years, including the largest in France. Each one generates on average three times the average turnover of a bakery in the same category. The former judoka starts his rounds at 5.30am, visiting each one twice a day. Which miller(s) supply him with flour? Is La Banque Postale a reliable, responsive partner? Before inviting the CEO of Leonie Bakery to speak on the 15th, we went undercover as mystery shoppers and bought baguettes and sandwiches in the 17th and 12th arrondissements from Kamel and his team. Being an editor and journalist is a dangerous job. But every now and then, we get to enjoy a delicious flan :)
The 2025 programme* is available here.
Registration details are available here.
From 8:45 a.m. to 6:15 p.m.
Lunch: 12:45 p.m. to 2:15 p.m. (on the hotel rooftop)
Master Classes, interviews and CX hackathon, from 9 a.m. to 6 p.m.
Address: 12/14 rue Joseph de Maitre, Paris 18th arrondissement
Metro: Place de Clichy
Landmark: Montmartre Cemetery
This year's theme: Call me the director.
INO CX (Genesys' only real competitor), Konecta (world leader in BPO) Volubile.ai, (French champion of conversational AI) are delighted to welcome you, alongside the organiser.
NB: A few wild cards are available, reserved for CEOs or entrepreneurs, taxi or private hire drivers: a self-employed entrepreneur who wants to build customer loyalty will learn a lot at ECTFF. The same goes for an optician who owns several shops: they could understand the benefits of RCS for engaging their customers and talk to a specialist about launching their campaigns. Which one? Link Mobility, Sinch, CM.com, Spot.it, Opportunity...?
*subject to change
