Conferences & workshops organized by ELOQUANT

Why do some customer interactions build trust, while others leave a negative impression? Because our brains pick up much more than just words: listening, empathy, tone, rhythm... These are all elements that unconsciously shape our perception of a brand.

Mastering these mechanisms is about turning a difficult call into a soothing experience, and a simple contact into a true bond of trust. But emotions can't be improvised: they need to be understood, supported, and measured.

👉 Marc Van Rymenant, author of 300,000 Years of Customer Experience, will explain how neuroscience is revolutionizing customer relations while giving new meaning to the role of advisors.
👉 The France Mutuelle Group will share its concrete strategies for achieving a satisfaction score of 4.8/5 through proximity and emotional intelligence.
👉 Bouygues Telecom Pro – Keyyo will highlight the importance of customer listening to detect hidden dissatisfaction, as well as the impact of AI on the advisor role, both today and in the future.

How can we combine science and relationship-building for an exceptional customer experience? All the answers will be revealed in this roundtable discussion.

The era of the fast-food contact center is over: providing a quick yet standardized and impersonal response is no longer enough. Customers still expect fast replies, but they also want to be valued, with attentive listening that takes their emotions into account.

The challenge? Finding the right balance between automation, particularly the technological innovations brought by generative AI, and the relational intelligence of advisors, to combine efficiency with personalization, depending on the context, channel, or market.

👉 Brandt will reveal how to blend bots and human interaction in a partially outsourced customer service, resulting in an incredible NPS improvement (from -100 to +70). 

👉 Altitude Infra will share their choice of a 100% human and expert customer relationship to handle technical and sensitive requests. 

👉 Acceo will emphasize the importance of inclusive solutions, for both people with disabilities and non-French speakers, as well as for the image of brands. 

👉 Volubile will demonstrate the power of a callbot boosted by generative AI and its impact on revolutionizing your sales and customer service.

Four strategies, one shared goal: transforming the customer experience into a five-star service.