Conferences & workshops organized by SATISFACTORY

38 years after its creation, Banque Française Mutualiste (BFM) is taking a strategic turn by opening up to direct sales of its consumer loans.
This change is not limited to a new distribution model: it entails a profound transformation of the company's culture to put the customer at its heart.
Over the past two years, BFM has structured its approach around four fundamental pillars to deploy a truly customer-centric culture:
- A dedicated, structured team, integrating customer relationship and customer experience management.
- An agile, integrated tool, with SatisFactory's Feedback Management solution, to centralize and analyze the voice of the customer.
- A scalable approach, by gradually rolling out the system and refining analyses with the help of the Data Office team.
- Acculturation of employees, by involving the whole company in this transformation, notably by sharing data.
Claire TOMASINI from Banque Française Mutualiste and Bertrand CHRISTOPHE from SatisFactory will share the key stages of this transformation and the outlook for 2025, particularly in terms of the evolution of the system and new uses of Feedback Management.
The workshop will conclude with a question-and-answer session.
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