Conferences & workshops organized by KPAM

KPAM is an expert in customer journey mapping. We carried out more than 1000 mappings in various fields and areas. We create a precise and quantified mapping of the customer journeys, using your customers' verbatim comments. Every touchpoint is measured in terms of impact (positive and negative) and occurrence. It is the ultimate tool for managing customer experience; it allows to identify easily (visually) the key moments of the journey, those that must be improved in priority. With the feedback from Katrin de Grenier, Director Global Customer & Market Insights Premium at Accor.

Customer culture cannot simply be declared—it must be cultivated through everyday actions. These actions serve as concrete proof, both for customers and employees. No matter how far an employee is from direct customer interactions, they should be able to recognize their impact on overall customer satisfaction.

How can we assess customer and employee experiences in parallel? What actionable insights can we draw to strengthen customer culture? How can we engage and raise awareness among employees about customer-centricity? How do we design new actions and rituals that truly make a difference?

With insights from Jules Hébert, Head of Customer Experience at Zeiss Vision Care.