Masterclasses

The relationship between a brand and its clients is not a long, peaceful river... You have to face waves of dissatisfaction, deal with ripples caused by the tools that are used and know how to build bridges between different teams or departments within your company.



To help you take the plunge in your own company, Karine Boudia, Experience & Customer Journey Director at SUEZ Eau France will share her experience exploiting the Voice of the Customer with verbatim analysis. The following topics will be featured:

• Steering the Voice of the Customer, from the Executive Commitee to the regions

• Letting the verbatim do the talking for scores and quantitative indicators 

• Detecting weak signals and planning continuous improvement measures

Developments in data protection and the rise of AI have profoundly transformed the evaluation of advertising performance. Faced with the gradual disappearance of third-party cookies, new regulations and optimization algorithms based on artificial intelligence, advertisers must rethink their measurement and media activation strategies. 

During this conference, we will provide you with a methodology to structure your advertising devices, intelligently exploit first-party data and take advantage of new attribution and optimization solutions. You will discover how to adapt your campaigns to current constraints while maximizing their effectiveness thanks to the opportunities offered by emerging technologies.

Spring is a make-or-break period, especially for seasonal businesses looking to capitalize on peak opportunities. The challenge? Driving performance without increasing your budget. 

The solution might be hiding in plain sight : smart use of your product data.

This untapped resource can transform your acquisition strategy and help you leverage AI for real business results.

What you'll learn:

• Key metrics that drive decisions: sector-specific PPC trends, emerging purchase patterns, and omnichannel customer behavior.
  
• Unlocking your catalog's potential: using product data to gain a competitive edge. We'll dive into scoring models, advanced segmentation, and finding your catalog's hidden winners.
  
• Your Q2 2025 playbook: proven acquisition tactics to capture spring demand, featuring success stories from e-commerce brands already crushing it.

This session is perfect if you:

• Run an e-commerce site or manage customer acquisition
  
• Want to optimize your PPC spend, not increase it
  
• Need actionable strategies for immediate spring impact
  

Format: 30-minute presentation followed by a 15-minute Q&A.

Slides will be shared afterward. Bring your questions! ☕

Damien Popote, CEO and co-founder of Mayday, dives into the indispensable synergy between AI and knowledge management in modern customer service. 

Discover why these tools are now must-haves: knowledge management acts as a trusted foundation, while AI powers rapid knowledge generation, verification, and access. 

Damien will share how this powerful combination elevates support teams, enhances customer satisfaction, and redefines industry standards. Join us to explore cutting-edge strategies that harness this dynamic duo to deliver reliable, seamless, and efficient customer interactions, positioning your service at the forefront of innovation.

Key takeaways:
• AI is an enabler for knowledge management: AI can gather, verify, and distribute knowledge instantly, enabling faster and more precise customer interactions.
• Knowledge management is a unique source of trust for AI: a strong, well-managed knowledge base is the “single source of truth” that empowers AI to deliver accurate and reliable responses.
• The future of customer service should find the right combo between those two: effective customer service today requires both AI and knowledge management, with each enhancing the other’s capabilities.
• With right tools and methodology, knowledge is definitely an attout.

Artificial intelligence is redefining customer relations and profoundly transforming the work of customer advisors. But how can you adopt it effectively and with confidence? At this conference, we'll show you how to integrate AI agents to streamline interactions, optimize access to knowledge and improve your teams' responsiveness, without ever sacrificing the human touch.
Thanks to concrete use cases, discover how AI becomes a true co-pilot of advisors and a strategic lever for boosting performance and customer satisfaction. Security, reliability, human-machine complementarity: leave with the keys to making AI a lasting, controlled ally. Don't miss this not-to-be-missed event to transform your customer relations in 2025 !

Join us for an inspiring discussion led by three industry experts who will share their experiences and insights on the evolution of customer relations in the face of technological innovations and artificial intelligence.

Agenda:

• Practical feedback on integrating (or not) AI into customer relationship strategies
  
• An exploration of operational challenges encountered in the field
  
• A look ahead at future trends and upcoming innovations
  

From virtual agents to copilots, discover the new families of automated assistants based on generative artificial intelligence: their functions, their uses for optimizing the management of voice and digital interactions as well as the tasks of advisors. Let's explore together this overview of the latest advances in AI and their impacts on the production of operations in customer service centers.

Customer relations are evolving at lightning speed! Intelligent chatbots, automation, hyper-personalization… AI and digitalization are revolutionizing the customer experience.

In this masterclass, discover how comete.ai implements its methods and organization to deploy AI and digital solutions, enhancing service quality while reducing costs.

🔥 Don't miss this ultra-inspiring session to take your customer relations to the next level! 

Ready to jump on board?

Your customer service advisors spend 20% of their time searching for information instead of focusing on what really matters. The result? Lower productivity, declining customer satisfaction, and a deteriorated overall experience…

What if this constraint became a lever for sustainable performance?

Some companies have already understood this: effective knowledge management is a key driver for improving team productivity and customer experience.

This is exactly what Edenred, a leader in services and payments for the workforce, has implemented by optimizing its knowledge base and introducing a self-care tool to transform its customer service.

Thanks to these initiatives, adoption among customer service advisors has been a success, and the return on investment is tangible!

Join this exclusive masterclass and gain insights from Sandrine Dautel, Director of Business Supports & Customer Relations at Edenred, alongside Damien Popote, CEO and co-founder of the knowledge management suite Mayday.

On the agenda:

• Edenred's experience: challenges faced, solutions implemented, and results achieved
• Why Knowledge Management is essential for high-performing customer service
• Key strategies to maximize adoption of your knowledge base
• How to demonstrate a concrete ROI to your leadership
• Actionable tips to embed business knowledge sustainably within your organization

An interactive discussion with Sandrine and Damien, where you can ask your questions and take away actionable best practices.

Don't miss this opportunity to learn from a successful project and turn knowledge management into a true performance lever!

Transform your Google Ads strategy in 2025! Ad's up Consulting experts explor the latest Google Ads developments to help you perform in 2025. How to deal with the end of third-party cookies, the impact of AI on SEA and the evolution of Search, as well as taking advantage of new opportunities to optimise your tracking with the power of first-party data and the new Marketing Modeling Mix for your acquisition strategy.

On the programme:

1. Exploring what's new in Google Ads for 2025

2. AI influence on SEA and the Evolution of Search

3. Capitalising on the potential of First-Party data

4. Data for attribution: how to go further!

Language models (LLM) no longer just read the web, they reorganize it. Faced with this new reality, is your site a reliable source that AIs will value… or a pile of obsolete data that they will ignore?

Rather than producing ever more content, the challenge is now to optimize, clean and structure what already exists to be perceived as an essential source. How to prevent your site from becoming a "content graveyard" and how to make it a reference for AIs.

Voted Customer Service of the Year 2024, Interflora has taken on the challenge of harmonizing the management of its customer interactions across Europe. In this conference, Laurent Pelletier, Group Customer Care Manager at Interflora, will share his insights on implementing the Axialys solution. Discover how this collaboration enabled Interflora to centralize the management of phone calls and emails across all European countries, laying a solid foundation for improving team performance and customer satisfaction.

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Changing behaviors: how do generations X, Y and Z interact with brands? What are they waiting for? How to adapt your customer support service? Deciphering preferred channels, expectations of services to be provided and the level of maturity of companies in the use of AI. This session will allow you to explore emerging trends and disruptive innovations based on studies conducted by Genesys and findings from international research firms.

Facing customer relationship challenges, 1001 Vies Habitat is innovating by integrating a conversational AI agent to enhance tenant autonomy and reduce call pressure.

🔍 On the agenda:

• Feedback on the implementation of a next-generation chatbot
• Measured impact on service quality and digitalization of customer journeys
• Challenges, successes, and key takeaways

With ever-increasing customer expectations, how can you empower your teams to respond faster and better?

Elium, a SaaS solution trusted by more than 150 companies like BCG, BNP Paribas, L’Oréal, Vinci, and FnacDarty, is transforming knowledge access with AI.
By centralising reliable, well-organised, and always up-to-date information, Elium helps advisors become more autonomous, reduce search time, and enhance customer experience. The platform also facilitates customer self-service and seamlessly integrates with your daily tools: Zendesk, Salesforce, Intercom, Easyvista, and Microsoft 365.
Join us to discover real-world use cases and best practices for structuring and optimising knowledge management to elevate your customer service. 🚀

As advanced language models such as ChatGPT, Perplexity and Gemini redefine online interactions, brands are questioning their visibility in an evolving SEO landscape. This conference, hosted by our SEO experts at Clustaar, will look at the challenges and opportunities that these technologies present. Focusing on our collaboration with one of the leaders in the travel industry, we will explore how to effectively integrate AI into your SEO strategy to improve visibility and engagement, while ensuring greater transparency and reliability of information.

On the programme:

1. In-depth analysis of GSO and Search GPT innovations  

2. Boosting performance with AI on a daily basis

3. Case study: A data-driven strategy for travel, how to go further!

Discover how SMS 2.0 (RCS) revolutionizes customer engagement and offers brands a simple and efficient digital channel for customer relations.

On the agenda:

• The evolution of RCS and its growing adoption
• P2A: when brands digitize customer requests with a simple click
• AI integration in customer journeys
• Practical cases and experience feedback
• Future prospects with Apple joining the market

Key topics covered:

• Expanding use cases: from acquisition to loyalty
• Smart automation with 95% self-care resolution
• New possibilities: carousels, visuals, videos
• Customer journey optimization through P2A

Join us to understand how RCS Business Messaging is transforming customer relationships ! 

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What if you could turn every customer feedback into a growth driver? Three experts will share their experiences in a round-table discussion on how they manage customer satisfaction and loyalty through the effective use of surveys.

What types of surveys do they conduct to assess customer satisfaction? How do they handle promoters and detractors to anticipate their customer’s needs, win their loyalty and build excellence in customer relations? What actions do they implement to transform survey results into strategic actions?

Through the sharing of their best practices, you will discover how they enhance their customer experience strategies. Don’t miss this opportunity to discover how to make a difference in a customer-centric market!

Outsourcia Groupe invites you to a Masterclass “Customer Experience reinvented by AI”.
On the program: the testimonies of 4 partners brought together to explain the unique expertise required to make the most of AI through the orchestration of the most innovative technologies integrated into their IT and managerial ecosystems.
How to achieve technical, functional and operational integration at the same time. How to assemble and optimize over time a coherent technological ecosystem that transforms the service delivered across four strategic facets of customer relations. How to guarantee the long-term operation of AI devices, so that they generate sustainable performance at key stages in the customer lifecycle. What impact will this have on our businesses, and what skills are needed to succeed?
In collaboration with our leading technology partners, we will present concrete use cases and illustrate the ROI for each stakeholder, whether in quality management, callbot, assisted management or augmented recruitment.
AI is not just a means to an end, but a state of mind: come and share with us concrete cases of pragmatic reinvention of the customer relations business, capable of generating value for all stakeholders.
Translated with DeepL.com (free version)

With the rise of cyber threats and stringent regulations, security and compliance are critical challenges for contact centers. This Masterclass will present the key issues and advanced security solutions, including data protection, identity management, and regulatory compliance essential for ensuring customer trust. We will explore how these solutions can help large enterprises protect their sensitive information and comply with prevailing standards throughout the customer journey.

What if the quality of customer interactions was directly linked to the emotional commitment of employees? 

The symmetry of emotions, resonating with the symmetry of attentions, is a powerful lever for rethinking the customer experience and the brand experience.
Emotional intelligence is a major asset for customer relations professionals. It enables them to better understand and manage customers' emotions, leading to more positive interactions and increased customer loyalty.
During this masterclass, we will cover the following topics:

• Understanding the 5 pillars of EI
• Assessing the emotional skills of your staff
• Transforming your customer relations into a truly human and effective connection
• Turning emotional symmetry into a competitive advantage

This session will be divided into two parts: How to simplify and measure the effectiveness of a customer journey that mixes the use of different media (telephone, email, instant messaging, bot, WhatApps) then how to maximize its fluidity while personalizing interactions using AI? Explore solutions to create a tailor-made and seamless customer journey for optimal customer satisfaction.