CXdays2014 agenda for attendees V10 .pdf

Nom original: CXdays2014_agenda for attendees_V10.pdfAuteur: BLANCHÉ MAMOU Valérie QRSE

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provisional agenda
22nd to 23rd October, 2014
« Jardins de l’Innovation »

Orange restricted

provisional agenda - 22nd October, 2014


8:30 – 9:00


9:00 – 9:10


organization team

9:10 – 9:50

a word from Laurent Paillassot & questions

Laurent Paillassot, Executive Director CXMB

9:50 – 10:00

introduction of the seminar & perspective

Véronique Trinckvel, Customer Experience Support Director

“digital experience insights”

Guillaume Petillat, Sosh; Carolina Miyata, Orange Spain and

10:05 – 11:25


11:25 – 11:45


11:45 – 13:00

“quality monitoring with customers”

13:00 – 14:20


14:20 – 15:20

“customer experience: marketing strength”

Jean-François Arnod, Orange

15:25 – 16:10

presentation of “CX design thinking”* by Oracle based on Stanford
University method

Gilles Vernet, Oracle

16:20 – 18:30

workshops “CX design thinking”

Oracle with moderators from Orange

20:00 – 22:30

dinner at La Frégate restaurant – 1, rue du Bac, Paris 7th district (metro line 12 station ”rue du Bac” or RER C station ”musée d’Orsay”)

* Customer Experience design thinking

Martijn van Keulen, TNS Nipo and Jacques Defaucheux, Orange


provisional agenda - 23rd October, 2014


8:45 – 9:15


9:15 – 10:15
“B2B marketing of services“
10:15 – 10:35

“what’s new on customer experience in mobile banking”

sharing of best practices

10:40 – 11:50

speed sharing on CTC best practices

sharing on Customer Journey best practices

workshops session 1

mini conferences session 1

12:00 – 13:00
“invoice experience”
13:00 – 14:30

“experience in shops“

“guidelines for Apps designers”

lunch & “demos on CX tools”
workshops session 2

14:40 – 15:40

“customer journey design

“invoice experience”

“experience in shops”

mini conferences session 2
“customer journey design

15:40 – 16:15


16:15 – 17:00

wrap-up plenary and CX passport ceremony with Philippe Bernard, VP Customer Experience & Sales


end of sessions

“Improving customer engagement
through gamification tools”


CXdays2014_provisional detailed program
for your information:

this program is a draft version allowing you to choose conferences and workshop you want to attend on the 23rd.
final program of workshops and conferences will be sent a few days before the seminar.

plenary session’s description

“digital experience insights”


Guillaume Petillat, Sosh; Carolina Miyata, one major actor from transportation industry and two actors from Orange will
Orange Spain and
provide testimonials about operating on full digital experience. Sosh will focus
on digital community, on purchase journey and Orange
Spain on Mi Orange
Martijn van Keulen, TNS Nipo and
Jacques Defaucheux, Orange

“quality monitoring with customer observer”

““customer experience: marketing strength”


TNS Nipo will present Air France-KLM Quality Observer program: an app
allowing the collect of information related to the travel journey of selected
Jacques Defaucheux (Orange/CXMB) will echo to Quality Observer with
customer base application collecting network quality testing from customers in

Jean-François Arnod, Orange


conferences description

12:00 – 13:00 or 14:40 – 15:40

9:15 – 10:15




“B2B marketing of services“

Jérôme Goulard, E-Lob;
presentation of:
Abdesslam Faiz (tbc), Meditel and
– e-lob strategy for 2014/2015 on customer experience
Jean-Paul Damay, CTC Paris
for B2B market
– Meditel ”Faucon” project detailing how to turn an
existing B2B low selling offer into a success by
customer journey improvement.
– CTC Paris feedback on how to ensure that professional
cloud services meet customer expectations.

“what’s new on customer experience in mobile banking”

Alban Luherne, Orange Money
AMEA; Bertrand Martin, Orange
Money CXMB; Nicolas Levi,
Mobile Payment Orange France

this is the first opportunity to gather in a single place the
marketing corporate and country customer experience from
mobile banking offers.
– how customer’s feedbacks help both countries and
corporate marketing teams to build new services.
– how the means provided by corporate teams are
improving the local customer experience.
– testimonial of Orange France about its new offers:
Orange Money and Orange Cash.

“customer journey design tools “

Frédéric Lobermann, Orange
France (tbc)

presentation of Orange France customer journey design tools

“guidelines for Apps designers”

Marcin Charkiewicz, CTC Warsaw presentation of mobile applications design and testing rules to
and Julien Kahn,CTC Paris
help the designers and researchers.
part of the presentation will be the “guidelines” document
created by CTC Warsaw.

“improving customer engagement through gamification tools”

Fanny Monier, Orange Labs UK

Orange Labs UK will present how to build customer
engagement based on practical examples


workshops description

23/10 12:00 – 13:00 or 14:40 – 15:40

22/10 15:25 – 16:10

“CX design thinking”

moderated by

experience from


a case study presented by Oracle, from a Stanford University
method. The case is divided in 4 parts on which different
groups are working to identify the critical moments. At the
end, each group gives its feedback

Orange coaches: Thierry Artigala, Tatiana
Rahandraha, Violeta Postelnicu, Richard Hita,
Agnieszka Mikula

“invoice experience”

Michel Macia and Yann Rosière

Anca Cirstian - Orange
Romania, Sahar Bashiman Orange Jordan (tbc), Orange

CTCs and Customer Journey people will elaborate in small
groups how to work together while dealing with invoice
assessment. This interactive workshop will create synergies
between customer journey and CTCs on the invoice

“experience in shop”

Violeta Postelnicu

Anatolie Melnicov, Orange
Moldova and Rhizlane
Fadouach, Meditel

this interactive workshop aims to get Customer Journey
people and CTC people build a common understanding of key
points for improving shopping experience in Orange shops or
indirect sales channels. It shows that products and offers need
to be simple to explain and digital tools need to be really


speed sharing on CTC best practices description


experience from


“Orange Money tested in France with

CTC Rennes and (tbc) CTC Abidjan, Bamako, Dakar

“usage of Dream Orange in B2B or AMEA

CTC Paris and CTC Port Louis

get to know better each other.
- the format allowed us to share experiences in small
- the idea is to discuss different topics around 4 “turning“
- each topic should last 15 minutes
presentation/discussion per table

“lessons learned in talent sharing”

CTC Warsaw & CTC Cairo

“employee and customer voice in 1”

CTC Chisinau, CTC Casablanca or CTC Bucharest (tbc)

sharing on customer journey best practices


experience from

“customer experience monitoring”

Mari Carmen Lopez Felgueiras,Orange Spain (tbc);
Orange Romania (tbc), Orange Poland (tbc), Geert
Willems, Mobistar (tbc)

“premium offer”

Rajha Bouguerra, Orange Tunisia

“from customer journeys to processes”

Orange Spain (tbc)

answer the countries needs to build links between Customer
Journey experts
“Ask questions you have in mind, one solution could be here
right now!”



Metro M12 (dark green line): Mairie d’Issy or
Corentin Celton (close to the seminar venue)

« Jardins de l’Innovation »
38, rue du Général Leclerc
92130 Issy-les-Moulineaux

RER C: Issy-Val-de Seine station (+ 15
minutes’ walk)
Tramway T2: Issy-Val de Seine station (+10
minutes’ walk)
Tramway T3: Porte de Versailles station (+15
minutes’ walk)



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