The 21st customer relationship trade show will be held from March 29 for three days at Porte de Versailles in Paris. Ghislaine de Chambine, director of the education, customer relations & digital marketing division of Weyou Group, the organizer, presents the highlights.
Following the postponement of the 2020 and 2021 editions, and after the 2019 edition attracted some 16,000 visitors, what level of traffic are you expecting this year?
We anticipate the same level of attendance, the pre-registration figures are equivalent at the same date. We count 280 exhibitors, an increase of +20%. Knowing that this is a postponement, some companies were pre-registered for 2021 and others have been added. The market has changed a lot, some players have merged, others have disappeared and new ones are arriving...
What are the events you should attend?
Out of the 7 conferences organized, one seems unmissable: "The link at the heart of the customer experience" with Roole, Cdiscount and Nexity (Tuesday, March 29, from 9:30 to 10:30 a.m. - Grand Amphithéâtre), which will be opened and moderated by Éric Dadian, president of the AFRC (French Association of Customer Relations). A topic such as "How to organize the relationship with its teams, create exchanges with customers to maintain the relationship? With the arrival of digital technologies and especially the onset of health crises, companies and organizations have had to reinvent the way they satisfy the needs of customers, citizens who can no longer travel to buy essential goods and services or not. They also had to review their management methods with telecommuting solutions to keep the link with the teams, train them and engage them in the service of customers...
Next, the results of a major study on the mapping of complaint services and their practices, carried out for the Association for Customer Relationship Management (AMARC) by INIT (Tuesday, March 29, from 4:30 to 5:30 p.m. - Grand Amphitheatre). This study covers all the uses and practices of the leaders in customer dissatisfaction management.
The focus this year will be on a trend that is taking shape among all stakeholders in the sector, "hybridization", because if the crisis has pushed customers to live hybrid experiences, brands are now invited to rethink experiences with a new equation: the perfect mix of the human and the digital. A great deal of space will also be given to technologies (AI, callbot, etc.)
What does a post-covid B-to-B show look like, does it itself follow the hybridization trend?
The event brings together exhibitors, speakers and organizers who are happy to reconnect with human contact and who really enjoy meeting each other.
We welcome high-level speakers who will discuss current issues such as ethics and customer relations with speaker Thierry Spencer, Christine Mahe Cathala (DGA direction of member relations MAIF) and Anne-Stéphanie Pierry (director of communication, CSR and customer experience Butagaz).
We prefer a face-to-face organization, but we plan to put the plenary conferences online at the end of the show. Although the vaccination pass is no longer compulsory, we recommend wearing a mask to help reassure the public.
Comments