Plenary conferences

Customer relations are undergoing a profound transformation, driven by the growing integration of technologies, increased digitalisation and the use of artificial intelligence. How are companies adapting and taking advantage of these metamorphoses by supporting remote and face-to-face employees, whose missions are evolving towards higher added value, combining human expertise and digital tools?
 

How are these brands transforming themselves to adapt to the future? Discover local and international examples of bold strategies that call on multiple intelligences. Immerse yourself in a world where creativity meets innovation to seduce visionary consumers. Come and explore how strong, unique brands surprise and build loyalty by anticipating the expectations of a constantly changing world.
 

Through an insightful case study from EDF, illustrated with numerous demos of the ILLUIN Dialogue platform, experience the large-scale deployment of cutting-edge AI innovations at the heart of the energy giant’s omnichannel conversational assistants.

Alexandre ARTAUD, Project Manager in the Marketing & Customer Experience Department at EDF, will take you behind the scenes of the advanced Natural Language IVR (callbot) and the latest conversational assistants for Customer Service (chatbots). He will walk you through their design, key technological choices, business and customer benefits.

At the same time, Robert VESOUL, CEO of ILLUIN Technology, will shed light on the 2025 technological trends shaping the future of Conversational Experience and deeply embedded within the 2025 ILLUIN Dialogue platform:

• Callbots with unmatched capabilities thanks to Speech-to-Speech
• Smarter assistants than ever with RAG (more precise, relevant and personalized answers)
• Specialized and autonomous AI agents enabling advanced self-care: FAQ Agent, Appointment Booking Agent, Loyalty Agent, Customer Support Agent, etc.

Together, both experts will also highlight key success factors for large-scale conversational AI projects, such as the importance of a low-code configuration platform and the need to hybridize multiple AI approaches to optimize performance, security, and cost.

The adoption of generative AI has been spectacular in less than two years, and we are already hearing about the omnimodal revolution, combining voice, text, video and other dimensions of interaction. These new technologies promise an even more fluid, intuitive and personalised customer relationship, with native AI agents playing a central role. What are the opportunities - but also the challenges - of this new kind of integration?

The world of e-commerce is changing at lightning speed! Today, social networks are emerging as the new shopping centres, marketplaces are becoming essential, and influencers are redefining the way we shop online. Between hard-hitting content strategies, influencer marketing and one-click payments, businesses need to adapt to stay competitive. Come and find out how to anticipate these changes, seize the best opportunities and position yourself in a constantly changing market. Join us to understand and master the new rules of digital commerce!

As customers tend to respond less to surveys, speech-to-text and voice-to-text techniques, passive measurements and new forms of customer research are developing. How can we monitor the quality of the relationship, measure customer performance and detect weak signals? What contribution can AI make to the monitoring of customer services and the analysis of research results? What are the best practices for listening to customers?
 

At a time when the management of dissatisfaction is being imposed on all brands, with varying degrees of success, the aim of this sequence is to revisit the discipline through 3 key elements: customer complaint orientation, complaint handling and complaint management. Three alchemists will humbly share their experiences and best practices in transforming the glitch into a nugget! This plenary session will be led by AMARC, an association of 350 organisations committed to capitalising on customer complaints as a lever for innovation, economic performance and transformation.
 

Start-ups, scale-ups, unicorns, academies, NGOs and foundations: how are they reinventing marketing and communications? Discover innovative and inspiring strategies for engaging customers and partners, whether through newsjacking, podcasts, actions or sustainable commitments. These pioneering players are exploring agile and impactful formats to meet the challenges of a changing world. How are these concrete approaches transforming the way we communicate and innovate, in the service of responsible and inspired growth?

From the first interaction to customer loyalty, discover how AI enables hyper-personalization while enhancing the human dimension of customer relationships. Moderated by Eric Dadian, this panel will bring together leaders from Sonepar, LPG Systems, and Nespresso to share their experiences on transforming the customer journey. Microsoft will provide further insights on the topic. Join us for this discussion on the impact of AI in customer experience!

How can we adapt to heterogeneous consumers? Soon there will be more pushchairs for dogs than for babies: segmentation, communication and inclusion need to evolve to reach multi-generational and heterogeneous audiences. With the rise of the Millenials, Gen Z, the NOLD (‘never old’), the increase in the number of seniors and centenarians (30 times more today than 50 years ago), new family units, diversity of origins and beliefs, the challenge is immense. Social listening teaches us how to take consumers out of the box and think ahead. 
 

Customers are more demanding than ever when it comes to social and environmental responsibility. They prefer companies that display strong values, make concrete commitments and translate these into practice. How can you meet these expectations while remaining authentic and transparent? Explore the CSR strategies that have a positive influence on the customer experience, the risks associated with greenwashing or inaction, and the levers for transforming these issues into opportunities for differentiation in times of crisis.

Answer: They will all benefit from the use of AI in their mutual interactions.

Join us for this panel hosted by Charlotte Nizieux (Zoom France Marketing Lead) we will discuss the new AI features of the Zoom CX platform, we will discuss feedback from a customer using this solution on a daily basis and finally we will benefit from the vision of the integrator NTT on the benefits of an all-in-one, modern and open solution.

It's time for inclusion in the broadest sense of the term in customer experience! What principles and tools should we adopt to design truly inclusive experiences, both human and technological? This conference will highlight concrete examples, best practices and innovations that make it possible to widen accessibility and create interactions that respect the uniqueness of each customer, while strengthening commitment and loyalty. A session to put inclusion at the heart of customer experience strategies.

How are Artificial Intelligence, DATA, retail media, NFT, blockchain, 3D and virtual reality transforming digital marketing? What's going on in these innovations that put tech at the service of more powerful, personalised marketing? From automation to virtual immersion, these tools are opening up new possibilities for engaging audiences, rethinking experiences and energising strategies. Explore how these advances are revolutionising marketing practices to better understand and meet tomorrow's expectations.

At a time when AI is profoundly transforming customer interactions, differentiation hinges on a subtle alchemy: combining artificial intelligence with human and emotional intelligence. How can we take advantage of AI's analytical and predictive capabilities while preserving the empathy and emotional connection that are essential to genuine customer relationships? What are the keys to meeting this strategic challenge and turning this alliance into a lever for engaging customers and employees alike?

In the age of JOMO (Joy of Missing Out), brands are faced with the challenge of reinventing the art of making people dream and vibrate, by inviting their audiences to detach themselves from the screens to enjoy unique and unforgettable experiences. How do you create immersive events that reinforce attachment to the brand and its values? Dive into a world where emotion and innovation meet to inspire and connect.