A Parisian Dinner with Webex and CX Leaders on What Makes Great Experiences

FRANCE, JUNE 2024 —The Ortus Club, in partnership with Webex, organised an executive roundtable in Paris, gathering the most important senior executives of France’s B2C industry to discuss the future of customer experience. Titled “Harnessing Data and Technology: The New Frontier of Empowering Customer Experiences”, the session was focused on how branding is affected by innovation, analytics and connection while helping companies better communicate with their customers.

THE SETTING

Redefining Customer Experience Through Data

The executive roundtable was held at the elegant Suite Akira Back at the Prince de Galles hotel, served as the stage for a lively discussion about how businesses can use data to create a better and personalised experience for their customers through the use of better and more personalised customer experiences. The combination of a Parisian flair with the elegance of Japanese elements provided a warm and inviting environment that allowed participants to freely exchange ideas and thoughts while enjoying a meal created by Michelin-star-awarded Chef Akira Back.

THE GUESTLIST

Bringing Together Voices From Across Industries

The roundtable brought together senior leaders from 15 separate businesses within various industries of the French consumer market. It made for several sessions with representation from travel, insurance, hospitality and digital services (where the senior executives also have the responsibility for customer experience and innovation). The diverse viewpoints provided a rich experience and produced a well-rounded discussion on the way customer engagement is changing in today’s digital world.

Guest List:

• Senior Advisor to the CEO, Air France
• IT Director for France and Western Europe, Coface
• Managing Director, Generali Global
• Global Head of Digital, Sodexo
• Executive Director of Supplier Products, Accor

THE INSIGHTS

Success Built On Flexibility and Teamwork

One thing came through loud and clear from the evening: the future of customer experience will lie in the intelligent use of data, and technology will enhance human interactions, not replace them. The panellists were unanimous in the view that while tools and analytics may help speed and facilitate the work efforts, the end game is really what makes each CX leadership interaction more personalised, consistent and meaningful.

It is easier, they said, to meld the teams, the data and the technology under one vision, thus producing a seamless customer experience, and, at the same time, providing the staff with the tools they need in order to provide better service. The leaders agreed that success in the marketplace of the new era will require flexibility, teamwork and the willingness/courage to try new methods of providing great customer experiences.

KEY TAKEAWAYS

• Human-Centred Technology. Automation & Data will support building relationships with your customers, but guaranteed it won’t replace them.
• The Customer Journey. Contact Centres are now an element in a large Digital Network. The customer expects a smooth and consistent experience when interacting on each channel they use.
• Scaleable Personalisation. Analytics & Collaboration tools allow businesses to personalise their interactions with customers efficiently.
• Insight to Action. The real test is how you turn your insights into actionable decisions that really help the customer.
• Success is a Team Sport. Inter-Departmental Collaboration & Shared Access to Data are necessary to create better, faster, & more responsive customer experiences.