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Customer Experience between the rise of AI and the necessary human touch

Customer Relationship professions face a complex equation. Clients want autonomy, but without effort. Interactions must be fast, yet remain personalized. The technological landscape, particularly with artificial intelligence tools, must also be considered, without forgetting the emotional aspects of Customer Experience. So, between AI and human, what kind of experience should be offered to clients? How can we meet the core…

Internal marketing starts with stopping complaining!

I constantly see posts from people explaining how tough their job is and how much sweat it takes every day to do work whose value is ignored by everyone. And then they point fingers at the main culprits of this “slavery”: Users or clients who don’t understand the brilliance of the solutions offered (or don’t know how to use them) The boss who doesn’t grasp the complexity Partners or suppliers who miss the stakes In short: a nightmare! The solution that often appears? Marketing!…

#Communication #Customer experience

Finding a name !

Sometimes we are lucky – or not – to inherit a name, and it’s rare that this identity gets challenged.The creation or merger of companies creates these introspective moments, allowing a collective…

#Customer experience

Is innovation a factor of cohesion?

Perceived as a driver of progress and often associated with disruption, innovation transforms industries, revolutionizes lifestyles, and redefines the boundaries of possibility. But beyond this, can innovation also create…

#Innovation

III. Turning a change project into an opportunity to strengthen the management line

We can distinguish three distinct stages in any transformation project. The initialization phase corresponds to the emergence of a rational and emotional vision of the project by the core team. This is followed by the enrichment phase, where the management line collaborates closely with experts to refine and deepen this vision. Finally comes the implementation phase, when…

#Management team

II. Turning a change project into an opportunity to strengthen the management line

In today’s business world, collective intelligence has become an essential lever for the success of any transformation project. Participatory approaches, consultation and co-construction, bottom-up initiatives—all have become common practices to mobilize teams. But this rise of participation inevitably raises questions about the evolution of the manager’s role. What is their place in the enrichment phase? And what are the key elements they need to consider in order to exercise their responsibilities wisely in this context? These are…

#Management team

I. Turning a change project into an opportunity to strengthen the management line

“How can I change, and make others change ?”This is a question that often arises when trying to spark momentum for transformation,…

#Management team

Pride in B2B: Emotion is Part of Business!

Tired of dull, soulless B2B marketing? Fed up with customer strategies that boil down to Excel spreadsheets and growth curves? It’s time to bring some freshness…

#Customer experience

“Do the things right. Do the right thing!”

This is something one of my clients regularly repeats about portfolio management. It is important to execute projects correctly, but it is equally important to undertake the right projects, at the right time, with the right stakeholders for the company. What are the prerequisites for portfolio management? What is its purpose? Why do we do it? I won’t be talking about a…

#Digital