Masterclasses

BtoB strategy: turn long sales cycles into growth opportunities!
BtoB sales cycles are getting longer, with an increase of 25% on average. To make it an asset, it is essential to identify the entire decision-making circle and maintain customer engagement over time. AI and especially personalization can offer a major competitive advantage in an ever-changing BtoB market. How can you adapt your strategy, stay ahead of your market and create the trust essential to complex sales?

 
Join us to cover all these topics during our masterclass!

• How do national and European regulations directly impact lead generation?
• What framework for the future?
• How can you secure your acquisition strategies while staying efficient?

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

In a world where Customer Experience is a strategic driver, how can we combine technological innovation with human expertise to deliver exceptional service?

Join us for an exclusive masterclass hosted by OCEANCALL and ZENDESK, showcasing our partnership and the Customer Experience of a leading player in the travel industry.

Agenda:
-Introduction to our partners and our mutual client
-Interactive discussions with participants to better understand their daily challenges
-Exclusive testimonial from our client on the benefits of a synergy between humans and technology
-Expert tips and best practices for effectively managing complex situations

Enhance your Customer Experience strategy and leave with concrete, innovative solutions! 

Semji empowers marketing teams to harness generative AI, revolutionizing workflows and driving ROI to new heights. Backed by insights from 500+ industry professionals, this session will help you seamlessly integrate AI into your SEO and content strategies to stay ahead in 2025.

Drawing from our exclusive study with HubSpot, “The Impact of Generative AI on SEO & Content Marketing Teams”, this workshop will cover:

• How to incorporate AI within your teams to enhance both efficiency and creativity,
• A deep dive into key challenges, opportunities, and expectations surrounding AI in marketing,
• Best practices for leveraging AI to maximize performance in 2025.

Join us to navigate the challenges of AI and uncover the strategies that will future-proof your marketing teams!

Automatic subtitling, multilingual translation, assisted storyboarding, document-based video generation, avatars... AI is revolutionising video creation, and automated production tools have understood this.

But your marketing videos deserve better than déjà-vu!

• How can you stand out from the crowd to capture your audiences and leave a lasting impression?
• How can you combine AI and human know-how to propel your marketing content forward in full compliance?

Find out how Bouygues Telecom Pro Keyyo is transforming its video production with Louise (Marketing & Development Team).

Year after year, video continues to establish itself as a key driver of digital communication. While its effectiveness is undeniable, the trends shaping it are constantly evolving, redefining marketing strategies and audience engagement.

To help you anticipate these changes, 2Emotion has analyzed and synthesized the 10 key video trends that will shape 2025.

Short-form content, artificial intelligence, and influence-driven strategies are transforming the digital landscape, creating new opportunities to capture attention and engage your audience like never before.

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.

For the past two years, Orthodidacte and Le sens du client have been organizing “The dictation of customer relations". This fun, learning event brings together several hundred advertisers and service providers from the world of customer relations.

For the 3rd edition, to be held on October 10, 2025, we wanted to bring together BLUELINK and MACIF for this masterclass.
Our objective? To share with the present audience how the quality of the written word of its customer service enables it to stand out today?
Together, we will look at :

• How does mastery of the written word contribute to a company's image in the eyes of its customers?
• In what way is it a key, essential skill that we must continue to promote?
• What kind of dynamic does dictation in customer relations help to instill in employees?

Join us as we share our experience in the service of an essential skill that enhances the sector's talents through a dynamic and challenging event!

Read what our customer Autobizz, the world leader in car quotes and car buy-backs in France, has to say about its agile restructuring. Or how the agility of our solutions and our company are enabling Autobizz to make the best possible use of data and deliver a high-quality customer experience.

Contrary to popular belief, envisioning automation simply, by removing constraints through RPA and agentified AI... is possible!
If you still have doubts about what can be automated in customer relationship to serve humans, come and share Bruneau's experience, the European leader in office supplies and furniture.
You will benefit from concrete and expert insights on the relevance of combining AI and click robots with humans through the augmented agent, mailbot and back-office bot.
Vincent Gelbard, Head of Customer Service at Bruneau, will present two use cases where these high-performance solutions have provided rapid and effective action capabilities. This has helped relieve the workload of advisors, add value to their activities and better satisfy customers.
He will open up new possibilities with these evolving and agile solutions, aiming for continuous improvement in customer service centered on humans through technology.

Workshop Content:

Today, the most successful brands all have one thing in common: they master their customer data. But with data silos, the end of cookies, and increasing pressure on profitability, how can you turn chaos into opportunity?

In this high-impact workshop, discover how Datacook, the Customer Data Platform built for marketers, helps you:
✅ Unify all your customer data (even if it’s scattered everywhere)
✅ Create hyper-precise segments in just a few clicks (no dev needed!)
✅ Launch ultra-personalized campaigns that actually convert
✅ Track real-time performance to adjust and scale your actions

�� Real-world use cases, live demo, and actionable strategies: walk away with quick wins to apply immediately!

🔥 Exclusive Bonus: at the end of the meeting, leave with a catalog of 40 detailed Datacook use cases, broken down by theme (repeat, cross-sell, LTV, retention, conversion...) and by sector.

‘How can you turn your SEO into a real growth driver? At Miracle Agency, we help our customers optimise their Google search engine optimisation to generate qualified traffic and maximise their profitability.
Through exclusive case studies, discover :
Winning SEO strategies that have delivered exceptional performance,
The essential on-site and off-site levers for boosting your visibility and conversions,
Concrete and immediately applicable actions to propel your site to the top of Google results.
The associated budgets and kpi's to highlight your profitability.
This conference is for you if :
You manage or run an E-commerce, SaaS or lead gen BtoB or BtoC site.
You want to start, accelerate or diversify your SEO strategy
You are in the process of redesigning, internationalising or simply aiming for webmarketing growth.
Don't miss this opportunity to explore tried and tested methods and get the keys to optimising your Google referencing, with a direct impact on your sales!
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A well-designed AI chatbot is more than just a virtual assistant—it becomes a powerful conversion driver by effectively guiding users toward the right decisions.

How can you turn a simple chatbot into a strategic growth asset? By combining AI with customer knowledge, these intelligent assistants capture user intent, recommend the most relevant products or services, and remove obstacles to purchase—all while maintaining a brand-aligned tone.

In this conference, discover how conversational AI boosts conversion rates by streamlining the customer journey, reducing drop-offs, and optimizing every interaction. Through real-world use cases, including a chatbot that generated several hundred thousand euros in revenue within weeks, we’ll reveal the key strategies to maximize the business impact of your AI chatbot.

Join us to explore how AI can transform your customer relations into a powerful driver of commercial performance!

each market has its strengths and limitations.

Call of Success, the first marketplace dedicated to contact centre outsourcing, offers an impartial and expert perspective to help you make strategic choices and maximise your ROI.

Over 45 minutes, Célia Chambellan, co-founder of Call of Success and a seasoned BPO outsourcing expert, will provide you with the key insights to make informed decisions between offshore, nearshore, and inshore outsourcing.

👉 A deep dive into 7 key French-speaking outsourcing destinations: strengths, limitations, and opportunities
👉 A strategic benchmark to align your outsourcing strategy with your business objectives
👉 An impartial expert perspective to help you make secure, data-driven decisions

An interactive workshop designed to give you a clear and actionable vision for your future outsourcing strategy.

📍 Limited seats available – secure your spot now!

With growing security and compliance requirements, choosing the right cloud environment is a strategic decision for your customer relationships. How can you ensure data protection while maintaining performance and agility? With its Sovereign Cloud, NICE provides enhanced security and complete control over your data. Join our workshop to learn more!

B2B marketers today must deal with countless tasks while proving their business impact. But how can you build an effective strategy, generate leads, and speed up the sales cycle—without spending hours on it?
See how smart automation can help you save time without compromising on personalization. From lead generation to conversion, we’ll share concrete strategies to maximize impact—even with limited resources.
On the agenda : 

• Prioritizing actions that drive real business impact
• Smart automation: saving time without losing the human touch
• Proving ROI with clear, actionable KPIs

 

See you there ! 

Customer Experience (CX) and Employee Experience (EX) have emerged as crucial drivers of business growth. In this context, ASWO has embarked on an ambitious overhaul of its contact center, aligning itself with a continuous digital transformation journey. This Masterclass invites you to discover how ASWO is reinventing customer interactions through cutting-edge technologies, transforming its contact center into a true engine of innovation and customer satisfaction.

Discover how authenticity and community will dominate social media in 2025, with concrete strategies to leverage AI in your digital marketing. Understanding what works, optimizing and measuring: that's the “secret sauce” waiting for you to multiply your impact.

Dive into the heart of seamless omnichannel marketing with Brevo. You’ve already implemented your first welcome offers and abandoned cart follow-ups, but you want to go further?

Our accessible and comprehensive CRM suite enables all retailers to easily automate ultra-personalized campaigns that drive conversions by combining email, SMS, WhatsApp, as well as push notifications, chat, and mobile wallet.

Using real-life examples, we’ll explore together how every interaction can become an opportunity to enhance customer relationships and boost sales.

On the agenda:
• Structuring and segmenting your customer data for maximum impact.
• Orchestrating different channels for an optimized customer journey.
• Creating personalized customer experiences that engage and convert.
• Analyzing your campaign performance beyond simple opens and clicks.

The use of AI in SEO still raises many questions. In this keynote, we'll reveal the results of a test carried out on hundreds of sites, and share with you best practices and concrete advice on how to exploit AI effectively. By combining generative AI with an intelligent netlinking strategy, SEO performance reaches exceptional levels. Find out how to maximize your growth with these innovative levers!

8 seconds: that's the maximum time you have to capture your contacts with your messages. So how can you generate more clicks with a striking design?
Take up the challenge and generate more clicks by finding the graphic approach that will hit the bull's eye! But how can you combine creativity, attractiveness and responsibility in the design of your campaigns to thrill even the most demanding audiences?
Minimalism, human centricity, brutalism, anti-design, sustainability, inclusion, interactivity, immersion, colorimetry, typography, shapes... Our experts in email design and responsible digital have selected the best of the Email Design 2025 trends to help you make the difference!
Join us on Tuesday April 1 at 2pm for an inspiration session, and leave with concrete ideas for more engaging, responsible and high-performance emails!
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You're about to experience a live Easter chocolate purchase!
The customer service team at Vocachoc, a leading chocolate manufacturer specialising in retail, will be showing you the differentiating value of AI for human interaction.

 
Fruitful (and entertaining) exchanges between Martine, the customer, Raphaël the agent, Pierre the supervisor and Lucien the virtual assistant will highlight the importance of interaction analysis, personalisation and real-time assistance in delivering the best customer experience.
With the participation of the Vocalcom team

AI is reshaping customer service, but rolling it out successfully requires careful planning. From data preparation to team adoption, this session covers the essential steps to ensure a smooth implementation that enhances both quality and customer experience.

As artificial intelligence redefines our interactions and the cloud becomes indispensable, how can companies ensure the sovereignty of their data? Join the experts from Worldline and their partners to explore innovative strategies that combine generative AI and Cloud solutions. An essential meeting to tackle the challenges of tomorrow.

Traditional loyalty programs are losing momentum. Today, top-performing brands are redefining customer relationships with strategies built on:

📌 Real-time personalization
📌 Gamification and emotional rewards
📌 Seamless delivery and effortless management

This masterclass unveils the key trends shaping customer loyalty in 2025 and how leading companies like Contentsquare, Foudever, and ManoMano are leveraging them to stand out.

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.

The challenges of transformation 

 How was the project carried out? 

The benefits of Verint  WFM solution

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.

Developing a high-quality customer experience is a key challenge for any start-up in its growth phase. How do you structure your customer service from the outset? What strategies should you adopt to evolve effectively as a scale-up?

At this conference, Kevin Foussadier, Customer Experience Director at Swile, will share his experience and explain how Concentrix supported them from the outset and throughout their development. From setting up the first customer support bricks to optimizing services and integrating new technologies, discover how Concentrix can be a real growth driver for your company.

A must-attend event for entrepreneurs and decision-makers wishing to turn customer experience into a strategic asset.

In 2025, video will represent 82% of internet traffic, making it increasingly challenging to set your brand apart. But don’t worry—we’re revealing all of this year’s video trends to help you captivate your audience!

Join Taboola and Hipto at this exclusive session to discover how Realize, the new performance marketing platform by Taboola, can drive lead acquisition and performance at scale beyond search and social. Harness specialized solutions for your success:

• Targeting & Personalization: Leverage first- and third-party data to refine targeting and adapt visuals and messaging based on user intent and behavior.

• Conversion Funnel Optimization: A/B testing, high-performing landing pages, powerful CTA buttons, and compelling ads to boost engagement.

• Scalability & ROI: AI-driven automation, real-time performance tracking (CPL, lead quality, conversion rate), and smart retargeting to maximize efficiency and profitability.

Don’t miss this opportunity to unlock the full potential of Realize and scale your lead generation efforts!

L’intelligence artificielle transforme radicalement la relation client, mais toutes les entreprises ne progressent pas au même rythme. Tandis que certaines exploitent pleinement l’IA pour offrir des interactions fluides et engageantes, d’autres peinent encore à trouver le bon équilibre entre implémentation, automatisation et expérience humaine.

• Pourquoi 70 % des consommateurs perçoivent un fossé entre les entreprises qui exploitent l’IA et celles qui ne le font pas.
• Comment Ringover révolutionne la relation client avec l’Assistant IA le plus humain du marché.
• Démonstration : interagissez avec une IA conversationnelle qui comprend, apprend et répond avec empathie.

Speakers :

• Ludovic Rateau, CEO – Ringover

• Sophie Pietremont, CMO – Zendesk

• Jérôme MAYEN, Directeur Commercial & Expérience Client - INDIGO Group
  

In 2025, marketing automation will be your best ally... as long as you avoid the common mistakes that hinder your results.
User.com offers you a masterclass led by two experts to help you maximize the effectiveness of your campaigns, improve the customer experience, and boost your performance.
After the theory, it's time for practice with a real-life case showcasing the impact of an optimized marketing automation strategy.

How can we avoid overloading a highly specialized banking customer service with calls that are not directly intended for it? Majorel has deployed an AI conversational agent, to assist BPCE’s customer payment card holders, to identify and handle calls that do not require the intervention of a specialized customer advisor.

• The expert customer advisor remains focused on processing complex requests.

• The efficiency and quality of relational processes are reinforced: urgent requests, and those requiring a strong emotional connection, are processed as a priority by the expert customer advisor.

• The processing of calls by AI is strictly in line with the banking regulatory and legal framework.

Testimonial and feedback from BPCE and from Majorel operational and digital transformation teams who developed Noa.

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
  

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?

The team's mindset is crucial for creating customer satisfaction: having the desire to understand customers, finding solutions, stepping out of one's comfort zone, and helping colleagues satisfy customers.

But how can a stronger 'customer mindset' be developed? A very concrete feedback from Groupe APICIL, which has implemented COS SYSTEM's transformative methodologies.

Jean-David Benichou, Founder & CEO of ViaDialog, invites you to an exclusive 45-minute deep dive into the world of omnichannel and hybrid CX. Designed for customer service professionals, this interactive session offers the opportunity to observe the end-to-end setup of an omnichannel and hybrid contact center powered by generative AI.

Agenda

👉 Omnichannel communication: engage with your customers the way they communicate with each other
👉 Best-in-class customer experiences: discover best practices from innovative companies
👉 AI and automation: learn how to effectively integrate AI solutions to automate business processes
👉 Performance optimization: identify key levers for improving customer interaction management

You will leave with strategic insights and practical methods to optimize your customer service and strengthen engagement across all touchpoints.

The session will feature a 30-minute original and dynamic slides + video format, followed by a 15-minute Q&A to explore key topics in more depth.

In a context of sector concentration, an uncertain economic climate, legislative changes (cold calling, AI Act) and with the rise of artificial intelligence (AI), customer relationship outsourcers are facing unprecedented challenges. This conference explores how we are reinventing ourselves to meet new customer expectations and market demands.
We will discuss the impacts of sector concentration on competitiveness and innovation, as well as the strategies needed to stand out in an increasingly competitive environment. The current economic climate also imposes budgetary and operational constraints, forcing outsourcers to rethink their business models and optimize their resources.
The integration of AI into customer relations is transforming traditional methods of cold calling and interaction management. We'll look at how AI can improve operational efficiency, personalizing the customer experience, and offering innovative solutions to meet evolving consumer needs. Finally, we will discuss new approaches and best practices for adapting to these major changes. Speakers will share their experiences and insights on how outsourcers can not only survive, but thrive in this new environment. Join us to learn how outsourcers can turn these challenges into opportunities and create a lasting impact on the customer relationship.

AI is transforming acquisition and CRM by enabling the creation of more creative, personalized, and impactful campaigns. By quickly analyzing vast amounts of data, AI helps identify precise consumer insights and turn them into powerful strategic and creative concepts.

Here are the 5 essential levers to build a creative and high-performance campaign:

1️⃣ Strategy & Creative Concept: The Foundation of Engagement

👉 Define a strong creative territory based on consumer insights identified through AI
👉 Build an engaging acquisition or CRM mechanism aligned with audience expectations and behaviors
👉 AI as an accelerator: rapid analysis of trends, weak signals, and user preferences to refine the concept

2️⃣ Crafting Impactful Messages (AI Copywriting)

👉 AI-generated copy tailored to each segment (emails, ads, SMS)
👉 Dynamic personalization of messages to maximize engagement
👉 Automated A/B testing to identify the most effective wording

3️⃣ Creating High-Performance Visuals

👉 AI-generated visuals adapted to each audience
👉 Automated adaptation of creatives for every channel and format
👉 Optimized design to maximize click-through and conversion rates

4️⃣ Producing Engaging Videos

👉 Large-scale creation of personalized videos tailored to audiences and contexts
👉 Automated editing and adaptations for different markets and platforms
👉 Optimized formats for attention capture and engagement

5️⃣ Continuous Analysis & Optimization

👉 Real-time performance tracking with AI-powered dashboards
👉 Campaign adjustments based on AI-driven insights and predictions
👉 Continuous improvement of messaging and visuals through automated testing

💡 Use Cases: AI in Action!

✅ Fleury Michon
✅ Smice
✅ TUI

The result? A campaign that is 100% optimized, hyper-personalized, and ROI-driven! 🔥

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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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 Customer Services 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!

Join us for an exclusive workshop that unveils the transformative power of AI in revolutionizing contact centers. Discover how AI can elevate customer experiences, streamline operations, and empower human agents, positioning Agentic AI as an indispensable asset in today’s contact center landscape.

At Deepdesk, part of the Anywhere365 Group, we guide organizations through a seamless AI adoption journey. Starting with fundamental yet impactful tools like transcribing, summarization, and sentiment analysis, we progressively introduce advanced Agentic AI solutions such as agent assist, autonomous identification, and recommended next actions.

These cutting-edge AI applications promise to deliver faster, more consistent, and more efficient customer experiences, leading to higher customer satisfaction and loyalty.

Don’t miss this opportunity to delve deeper into the future of contact centers. Join us for an insightful and engaging workshop!

With almost a billion members across the world, LinkedIn offers a wealth of opportunity for companies and their leaders. How can we detect these opportunities and anticipate the risks while still boosting visibility and protecting brand perception?

The use of AI in SEO still raises many questions. In this keynote, we'll reveal the results of a test carried out on hundreds of sites, and share with you best practices and concrete advice on how to exploit AI effectively. By combining generative AI with an intelligent netlinking strategy, SEO performance reaches exceptional levels. Find out how to maximize your growth with these innovative levers!

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.

Sharing a customer testimonial, giving the floor to a brand ambassador, showcasing your expertise/know-how... The interview has established itself as the essential tool for capturing your audience and conveying an authentic message:

You no longer need to be an expert to create quality interviews, wherever you are! Video recording is now collaborative and guided thanks to our intelligent Mobile App.

Discover our step-by-step method for powerful interviews:

• The essential equipment for successful filming
• The mobile app for shpoting quality content
• Editing to structure, personalise and dynamise your video
• Post-production to maximise its impact on communication channels

Bonus: Come away with interview ideas ready to be launched in your company to make a difference!

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.

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.

How Phoenix OCP, a century-old company, successfully transforms and digitizes its customer relationship by shifting from a multichannel to an omnichannel model, placing the human approach at the heart of its strategy.
• Deployment of new channels: chat, messaging, and “Call Me Back” service
• Empowering the pharmacy network to improve efficiency and save time
• Commitment to first-contact resolution for enhanced service quality and customer satisfaction
• Development of outbound business opportunities
…to meet ambitious objectives.

How can technical knowledge be made accessible to all agents, whatever their background?
During this Masterclass, discover how Konica Minolta and Foundever have transformed and redefined their operational model by integrating an AI-optimized knowledge base. We'll share our feedback on the impact of this solution: accelerating skills ramp-up, increasing resolution rates, controlling DMTs, improving first-contact resolution and optimizing customer satisfaction.
Join us to explore the key levers of this transformation and discuss the future of technical assistance in the age of AI!

Over the past 1 year, e-mail providers and their filtering systems have made life much harder for e-mails. And yes, many senders are suffering the negative impact on their marketing performance!
Falling ROI, unstable hit rates, uncertain sender reputation, campaign KPIs that are difficult to understand or anticipate... Many of you have faced - or will face - similar obstacles. Deliverability remains the main challenge for your e-mail campaigns in 2025.
With this in mind, our deliverability specialists have rolled up their sleeves to provide you with a 4-step method for understanding, analyzing and reacting optimally:
1. What are the most frequent problems you may encounter?
2. What are the indicators you need to monitor closely to detect and anticipate difficulties?
3. What methods can you use to diagnose the causes and origins of performance downturns?
4. What are the best reactions and concrete solutions to deal with them?
Join us on Wednesday April 2 at 12pm for a conference combining case studies, feedback and operational solutions. Come away with a clear roadmap for preserving your sender reputation, optimizing your campaigns and achieving your marketing objectives in 2025!

Automation, LLM... Is the AI revolution enough to guarantee success? Using artificial intelligence in my day-to-day work, I've mainly worked with major advertisers and subcontracted SEO agencies over the last few years. I've developed my own recipes for satisfying clients and setting them on the road to success on Google. I'd like to share with you a number of case studies, all different and full of lessons to be learned.

In this exclusive masterclass, discover how John Paul, global leader in concierge services, redefines customer experience with Talkdesk. Through real-world insights and strategic analysis, get a behind-the-scenes look at a premium service where every interaction is personalized, seamless, and unforgettable. Learn how technological innovation and operational excellence are reshaping customer expectations and delivering truly exceptional experiences.

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.

New uses of social networks, AI, content saturation, alternative paths to search engines... Through the decryption of the Brandwatch study on digital marketing trends 2025, we will analyze new consumer behaviors on social networks, winning brand strategies and the latest innovations that will enable marketers to adapt to the speed of the digital world.

La Redoute and Simio collaborate to provide La Redoute (France and international subsidiaries) customers with a marketing experience on WhatsApp. Simio is a platform that enables brands to activate WhatsApp as a new marketing and CRM channel. After email, SMS and app, WhatsApp is now establishing itself as an essential marketing and CRM channel with its 90% open rate, 50% click rate and over 15% conversion rate (on average, data from Simio customers).

Find out at this conference why La Redoute has decided to jump on WhatsApp in 2025. From abandoned basket and birthday automations to launch and post-purchase campaigns, we will detail the methods used by Simio and La Redoute to make WhatsApp a channel that is both ROI-intensive and interactive.

Discover how Aircall and Nomination allow Sales Reps to increase their productivity and performance, thanks to AI.

Artificial intelligence is at the center of every conversation and is already transforming the way we work. But between fantasies, inflated expectations, and real-world applications, where do we really stand?

2Emotion shares its experience in integrating AI into video creation tools. Some features enhance existing content—optimizing text, audio, or editing—while others generate entirely new assets, such as images or videos. AI is paving the way for faster, more intuitive, and increasingly creative video production.

Don’t miss the exclusive insights from Nicolas Tralongo, CEO of 2Emotion, as he reveals how these technologies are revolutionizing simplified video creation tools.

Choosing a PIM: a structuring decision for a company that must consider multiple parameters :

• suitability of the solution to the company's needs
• adaptability and integration with the business tools ecosystem
• operational efficiency and optimization of team workflows
• scalability of the data model to product and market evolutions

A structuring approach within a broader logic :

• DAM or SAM: No PIM without associated media
• Omnichannel and tailored content publication
• Multi-platform layout and management

Majorel implemented an innovative AI and gamification solution to further develop customer service teams autonomy:

• The agent has immediate and transparent feedback on his performance. He has complete autonomy to access targeted training modules that support his skills development.

• The supervisor manages a dynamic dashboard that automatically centralizes the results of his teams. He is no longer monopolized by routine reporting tasks and can concentrate on his coaching missions.

• The trainer becomes a true creator of personalized and engaging content.

Testimonial and feedback from Majorel operational and digital transformation teams.

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? Join us to discover real-world use cases and best practices for structuring and optimising knowledge management to elevate your customer service.

👉 Elium, a SaaS solution trusted by more than 150 companies like BCG, BNP Paribas, L’Oréal, Vinci, and FnacDarty, is transforming knowledge access and its management 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. 🚀

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 ! 

Stripe est une plateforme d'infrastructure financière pour les entreprises. Quelle que soit la taille de votre société, vous pouvez utiliser Stripe pour accepter des paiements, augmenter vos revenus et développer de nouveaux modèles économiques. Nous passerons en revue différents cas d'usage des solutions Stripe par des entreprises françaises.

Don't miss our exclusive workshop on Wednesday, April 2, at 3 PM, where we will break down the evolving loyalty landscape.

Join our experts, David Benaïnous, Sales Director Mobile & Loyalty and discover:

• Key data and insights from our study, conducted in partnership with IFOP, on consumer behavior and their perceptions of loyalty programs in France.
• An analysis of different types of loyalty programs across 250+ companies.
• The main challenges businesses face in customer retention.
• Our response to the new loyalty challenges.

In an ultra-competitive automotive sector that is constantly evolving and subject to strict regulations, customer relations are a true differentiator. But it doesn't stop at the sale! Every interaction, before, during, and after the purchase, is an opportunity: to build loyalty, engage, and of course, generate business. 
Baptiste Mercier, IT and telephony project manager, will share the experience of the Chopard Group, the 8th largest French dealership group and the top Peugeot reseller in France. Come discover how they leverage ISI-COM to transform every contact into an effective and value-generating customer relationship.

What is the reality of CCaaS? Can it truly transform your customer relationships for the long term? Avaya and Sabio invite you to explore successful strategies to reinvent your customer interactions and identify the ones that best address your unique challenges.

Chatbots, conversational analytics, automated responses, voicebots, predictive scoring… The market is vast and complex. Should you test everything? Where should you start? Which use cases should you prioritise?

At Feedae, we believe that the key isn’t the tool—it’s the DATA.

This workshop offers a structured methodology to shape your AI strategy, avoid common pitfalls, and make informed decisions.

📌 Agenda:
✔ How to choose and prioritise your AI use cases? The 5 implementation levels to maximise impact and ROI
✔ The 10 essential questions to ask before deploying an AI solution
✔ Exclusive case study: How our clients built their AI roadmap with Feedae
✔ Common pitfalls and best practices to integrate AI seamlessly into your operations

🚀 Leave with a clear, actionable vision to make AI a real business driver.

📍 Limited seats available – secure your spot now!

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!

"Optimize the performance and security of your e-commerce site to maximize conversion. With tailored solutions, your site will be faster, more reliable, and secure, providing a smooth and reassuring user experience. This helps reduce cart abandonment, increase sales, and retain customers.

Regulations are changing:The shift to Opt-In in 2026 will reshape telesales

How can you ensure commercial performance and maximize reachability in this new landscape? Which tools and strategies will give you a competitive edge?

Agenda:

1. New regulations & business impact: How to adapt?
The transition from opt-out to opt-in is redefining the rules of the game. Explore its impact on your sales strategies and discover the new methodologies you need to stay competitive in a more regulated environment.

2. Intent-Driven leads: Attracting and converting in a restricted market
In 2025, identifying and converting high-intent leads will be critical for success. Learn how to anticipate and engage prospects effectively in a rapidly evolving landscape.

3. AI: A strategic Game-Changer
Discover how solutions like Real-Time Speech-to-Text and conversational agents optimize every interaction, providing real-time insights and a seamless customer experience.

Join us for this Masterclass and stay ahead of the game!

Feedback based on hundreds of CRM projects deployed for organisations of all sizes, in all sectors of activity.

Among efficy customers: Mobilians, Mutuelle de Poitiers Assurances, La Redoute, CyberCité, AFP, etc.

Outsourcia Groupe invites you to a Masterclass “Customer Experience reinvented by AI”.
On the program: the testimonies of 3 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)

By Le Parisien Guide d’Achat and Frandroid. 

As artificial intelligence transforms the way we access information, why do we still trust expert advice and editorial recommendations? Discover the results of an in-depth study on readers of purchasing guides in the media, conducted by Le Parisien Guide d’Achat and OpinionWay.

Ever wondered how these famous buying guides are created? Attend an exclusive presentation unveiling the behind-the-scenes process and the rigorous testing protocols implemented by Frandroid, the leading media outlet for new technologies.

Finally, dive into the world of affiliate marketing, a key driver of purchasing guides. You’ll get a comprehensive overview of this powerful lever from the CPA, the professional union for performance-based digital marketing players.

An insightful session filled with real-world cases and key revelations, helping you understand why humans remain at the heart of purchase recommendations—even in the age of artificial intelligence.

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.

Your customers' expectations are constantly evolving, driven by technological advances and a growing need for fluid, personalised interactions. To meet these challenges, businesses need to rely on powerful tools such as CRM (Customer Relationship Management), while adopting innovative approaches to maximise engagement and loyalty.
  
What we'll be looking at:
  
- The strategic role of CRM: How it becomes the heart of your relationship strategy to centralise your data and improve your interactions.
- The new expectations of customers in 2025: Hyper-personalisation, speed, and strengthened human relations despite the rise of technology.
- Innovations in customer relations: AI, predictive analysis, automation and their integration into modern CRM tools.
- Beyond technology: Tips for combining digital tools and a human approach to customer management.

Artificial intelligence is at the center of every conversation and is already transforming the way we work. But between fantasies, inflated expectations, and real-world applications, where do we really stand?

2Emotion shares its experience in integrating AI into video creation tools. Some features enhance existing content—optimizing text, audio, or editing—while others generate entirely new assets, such as images or videos. AI is paving the way for faster, more intuitive, and increasingly creative video production.

Don’t miss the exclusive insights from Nicolas Tralongo, CEO of 2Emotion, as he reveals how these technologies are revolutionizing simplified video creation tools.

The use of AI in SEO still raises many questions. In this keynote, we'll reveal the results of a test carried out on hundreds of sites, and share with you best practices and concrete advice on how to exploit AI effectively. By combining generative AI with an intelligent netlinking strategy, SEO performance reaches exceptional levels. Find out how to maximize your growth with these innovative levers!

In this conference, Textbroker and Getfluence will present the netlinking and content strategy implemented for their common client. The winning combination: unique and relevant content together with targeting specific referring domains.

In a rapidly evolving SEO landscape, we will see that quality remains the most fertile ground on which to focus efforts.

We will also discuss AI-generated writing, hybrid AI/human writing, and content created by experts who sign your articles to influence EEAT signals.

#content, #netlinking #branding #SEO #IA

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.

In 2025, marketing automation will be your best ally... as long as you avoid the common mistakes that hinder your results.
User.com offers you a masterclass led by two experts to help you maximize the effectiveness of your campaigns, improve the customer experience, and boost your performance.
After the theory, it's time for practice with a real-life case showcasing the impact of an optimized marketing automation strategy.