About the Event

Already in its third year, Sitel Group’s European Customer Day will be held in Paris. Entitled “Empower Humans. Enhance Brands.”, it is an event dedicated to enhancing Customer Experience through the power of emotion and human connection.
Topics will cover Emotional Intelligence & Empowerment; Training & Talent Development; Enhanced Humans & Man-Machine Collaboration; and Trust & Influence

Laurent Uberti

President & CEO
Sitel Group

Pedro Lozano de Castro

Managing Director EMEA
Sitel Group

Highlights

Highlights

 

What the future of CX looks like?
Laurent Uberti, Sitel Group

 

Removing intermediaries in Customer Relations
Thierry Jadot, Dentsu Aegis Network

 

What makes a champion service brand - and is it worth it?
Mike Havard, Ember Group (UK)

 

Artificial Intelligence: A new frontier in customer selfcare?
Panel d'experts de l'industrie

 

Meet Atonservix, the companion chatbot - 
Guy Vassel, La Compagnie des Alpes

 

Using structured and unstructured data for a better customer experience -  Subhendu Mandal, Sitel Group

 

The emotional connection
Morris Pentel, Customer Experience Foundation

 

The Digital Employee Experience from End-to-End
Olivier Camino, Sitel Group

Thursday June 7th, 2018

« Empower Humans. Enhance Brands. »

A day devoted to Customer Experience: leveraging the power of emotion and human connection.

09:00

Welcome Reception

09:30

Opening

09:35

What the Future of CX Looks Like with Sitel Group

Laurent Uberti - President & CEO, Sitel Group

10:10

Removing intermediaries in Customer Relations

As the digital age deletes intermediaries, brands must reinvent the way they connect and communicate with customers, consumers and society to build new relationships

Thierry Jadot - President,  Dentsu Aegis Network

10:50

Pause - networking

11:30

What makes a champion service brand – and is it worth it?

Understanding the economics of service excellence, and its implications for engaging customers and your staff talent in the future

Mike Havard, Founding Director, Ember Group

12:10

From mobile to voice: the new conversational interfaces

With users being more connected, curious, demanding and impatient than ever, brands are looking for technologies that enable them to tap into the power of conversational assistive experiences.

Marion Bernard  - Head of B2B, Google France

Loic de Saint Andrieu - Mobile Evangelist, Google France

12:50

Cocktail lunch

14:00

Artificial Intelligence: A new frontier in customer selfcare?

Focusing on data, AI and your employees to measure and reimage customer experience, and not on the myths and the sci-fi scenarios surrounding the technology

Alexandre Lebrun - Engineering Manager Facebook Artificial Intelligence Research, Facebook

Matthieu Tanguy - Head of Digital & Marketing, Direct Energie

Stéphane Akkaoui -  Head of R&D, Novagile

Arnaud de Lacoste -  Chief Marketing & Innovations Officer, Sitel Group

14:40

Meet Atonservix, the companion chatbot enhancing the leisure experience

Opening up a new AI-boosted customer relationship channel, Atonservix keeps clients engaged with brands before, during and after each conversation

Guy Vassel -  Associate General Manager, La Compagnie des Alpes

Geoffrey Boulakia  - General Manager EMEA, TSC

15:00

Break - networking

15:30

Using structured and unstructured data for a better customer experience

Subhendu Mandal - Senior Vice President Sitel Insights, Sitel Group

15:50

Thinking Like a Start-Up: Leading with Innovation & Agility as Our Core DNA

Talking about the evolution of HMD from its origins with Nokia, Hannele discusses the ways in which HMD are harnessing ingenuity, experience and expertise to create an improved and more personal user experience and find innovative, new ways to connect.

Hannele Kuittinen - Director, Consumer Support HMD Global, Home of Nokia Phones

Martin Wilkinson-Brown - Deputy Chief Marketing Officer, Sitel Group

Maria Harju

Vice President, Global Account Management, Sitel Group

16:10

The emotional connection

How emotions empower the Customer Experience

Morris Pentel - Customer Experience Designer & Chairman of Customer Experience Foundation

16:30

The Digital Employee Experience from End-to-End

COO Olivier Camino shares how Sitel Group is using digital recruitment and retention tactics to attract and engage employees.

Olivier Camino

Chief Operating Officer Sitel Group

Speakers

A day featuring conferences delivered by experts
from all over Europe.

Laurent Uberti

President & CEO
Sitel Group

Alexandre Lebrun

Engineering artificial intelligence Research
Facebook

Mike Havard

Founding Director
Ember Group (UK)

Arnaud de Lacoste

Chief Marketing & Innovations Officer
Sitel Group

Thierry Jadot

President
Dentsu Aegis Network

Matthieu Tanguy

Head of Digital & Marketing
Direct Energie

Guy Vassel

Associate General Manager
La Compagnie des Alpes

Geoffrey Boulakia

General Manager
TSC

Stéphane Akkaoui

Head of R&D
Novagile

Hannele Kuittinen

Director, Consumer Support
HMD Global - Home of Nokia Phones

Subhendu Mandal

Senior Vice President Sitel Insights
Sitel Group

Martin Wilkinson-Brown

Deputy Chief Marketing Officer
Sitel Group

Olivier Camino

Chief Operating Officer
Sitel Group

Loic de Saint Andrieu

Mobile Evangelist
Google France

Marion Bernard

Head of B2B Marketing
Google France

Morris Pentel

Customer Experience Designer & Chairman
Customer Experience Foundation

Maria Harju

Vice President, Global Account Management
Sitel Group

La Gaîté Lyrique

Temple of digital culture, right in the heart of Paris!

  • gaite lyrique
  • gaite lyrique
  • gaite lyrique
  • gaite lyrique
  • gaite lyrique

About La Gaîté Lyrique

By METRO : Réaumur-Sébastopol : Lines 3 / 4
Art et Métiers : Lines 3 / 11
Strasbourg Saint-Denis : Lines 4 / 8 / 9
RER : Châtelet-Les Halles (A, B, D)
BUS : Réaumur-Arts et Métiers : Lignes 20 / 38 / 47
By Car PARKING : Parking Vinci “Saint-Martin”
on the corner of rue Réaumur & rue Saint-Martin

Find out more >

Our expertise

Sitel Group combines comprehensive customer care capabilities with unparalleled digital, training and technology expertise to help build brand loyalty and improve customer satisfaction.  

Sitel Group is a leading expert in Business Process Outsourcing with 150 contact centers across 25 countries. Our teams strive every day for operational excellence. Innovation and agility are the backbone of our teamwork, bringing companies the most performing tools to deliver a seamless Customer Experience.

Find out more >

We are a digital CX agency. We deep dive into customer conversations and interactions to identify pain points and opportunities. We design digital experiences that build stronger, more profitable relationships between consumers and brands.

Find out more >

Learning Tribes is an international training group that supports organizations in their strategic evolution and individuals in their professional development. Always at the edge of innovation, its 4 expert learning “tribes” deliver comprehensive, digital and personalized solutions.

Find out more >

Consulting agency that expands the realm of Customer Experience possibilities. Extens Consulting helps professionals of the industry offer their customers Performance, Innovation and Ease. Our consulting approach covers 4 areas: the customer journey, the customer life-cycle, Customer Relations, and the customer voice.

Find out more >

Novagile creates innovative software solutions that deliver smart and simple Customer Experiences. Our omnichannel platform is designed for Customer Relations agility. Novagile introduces disruptive solutions, namely through its omnichannel platform, to reach an agile Customer Experience. Immediate and optimized results for your clients and associates.

Find out more >

Explore, exchange, experiment.

Discover our companies and partners’ various expertise and applied solutions. Join us in the “Experience Zone” for live demonstrations.

LINE OF BUSINESS

At your service

Philippe Riveron

Chief Ventures Officer
Sitel Group

Geoffrey Boulakia

General Manager
TSC

Nicolas Raffin

Executive Director
Novagile

Stéphane Akkaoui

Head of R&D
Novagile

Emmanuel Richard

Executive Partner
Extens Consulting

Kim Neyret

Country Manager
Acticall Sitel France

Registration

Registration is now closed for this event.

All seats for the European Customer Day have been reserved.