After the success of the Sitel Summit in Miami comes the European Customer Day (ECD) in Paris. In just seven days’ time, thought leaders from Facebook, Google and HMD Global, along with analysts and over 250 business executives, will gather in the French capital to put the concept of customer experience (CX) and how it can Empower Humans and Enhance Brands, under the microscope.

Like the Sitel Summit for our U.S. clients, ECD is now established as a European benchmark for customer-facing brands that want to ensure, regardless of the challenges ahead, that their approach to keeping the customer satisfied keeps them ahead of the competition.

The topics that matter: From chatbots, Voicebots to automation

And that’s only possible because of the carefully curated blend of keynotes, client and expert insights and roundtable discussions that aim to bring vision and strategy to life and present them in the real business world. This year they will examine everything from optimizing the emotional element of customer experience to boosting employee engagement in a time of automation to the growing importance of adopting a conversational approach to business with both chatbot and voicebot deployments.

To see the full list of speakers and topics for this year’s event, click here.

Voice assistants in particular are shaping up to be one of the most disruptive innovations in CX. To help business leaders understand the opportunities as well as the challenges that lie ahead as consumers begin to move closer to smart speaker systems, Google France B2B Marketing Director Marion Bernard, and Mobile Evangelist Loïc de Saint Andrieu, will explore the topic in detail during their keynote – From Mobile to Voice: The new Conversational Interface.

AI: from a future vision to real-world applications today

Another major highlight of this year’s ECD is certain to be a roundtable discussion on AI and the role it is destined to play in customer selfcare. Chaired by Alexandre Lebrun, Engineering Manager of Facebook Artificial Intelligence Research, it will also feature Sitel Group founding partner and CMO Arnaud de Lacoste and Stéphane Akkaoui, Head of R&D at Innso, Sitel Group’s software venture.

Alongside panels, keynotes and testimonies on the topics that matter, this year’s show will also be full of hands-on workshops and demos in The Experience Zone. This will offer attendees deeper insights and understanding of everything from virtual and augmented reality to the latest innovations in business insights and applied AI.

How to innovate responsibility

What’s more, everything will be presented within an underlying ethical framework, as post-GDPR, transparency and openness toward users is now the foundation of a truly emotional and memorable CX going forward.

“We are in the midst of a revolution that will profoundly impact customers’ trust in brands and, pose greater challenges than anything our industry has seen before,” says Arnaud de Lacoste. “However, once the challenges have been overcome, the opportunities open to our clients are also potentially greater than anything they’ve seen before.”

Make a date with the future of CX

If your organization is truly dedicated to delivering a differentiated CX that avoids the hype and buzzwords in favor of actionable insights understanding, and first-hand experiences from companies that have undergone the transformation, there is only one place to be on June 7 – the Gaîté Lyrique in Paris for the third annual Sitel Group European Customer Day. See you there!


Sitel Group