Aline Langlois

Customer Relations Optimization & Digital Transformation:

- Project Scoping

- Optimization of web/mobile/telephony journeys,

- Implementation of new tools/channels

- Reporting & KPIs

Formalization of customer relations processes - Energy sector Formalization of customer relations processes as part of a tender to change CRM. Redesign of multi-channel customer journeys, support for the implementation of chatbots and messaging - Telecoms Support for the redesign of web, webapp, and mobile application customer journeys, implementation of support chatbots, and a new contact channel for consumer customers. Definition and implementation of analytics to contribute to continuous page improvement.

Transition Management - Temporary Work Sector Transition management mission as Head of Digital Marketing France; Management of a team of 7 people; Management of partnerships with job boards, negotiations, and renewal of partnerships; Functional responsibility for mobile application evolutions: formalization of needs, development monitoring, testing and acceptance, communication plan to support launches. Digital Strategy Definition - Payment Sector Proposal of a digital strategy for the optimization and positioning of the extranet. Audit, benchmark, capture of customer needs, and proposals for short-term (quick wins), medium, and long-term optimizations. Digitalization of Customer Relations - Telecoms As part of a transformation and digitalization plan for Customer Relations, support for optimizing customer journeys across various digital/self-care channels. Objectives: optimize the use of digital channels, increase customer satisfaction, reduce customer service costs.

- Journey Audits

- Contact Typology Analysis

- Definition of priority actions for digitalization

- Proposal and monitoring of journey redesigns

- Definition and monitoring of KPIs

- Regular communication on achieved quantitative results. IVR MOA - Telecoms Implementation and management of a steering and prioritization committee for requests/projects; Daily management of the IVR: validation of evolutions, coordination of issue resolution, consistency of customer journeys, optimization and redesign of customer journeys - AMOA projects - Public Sector Support for the implementation of a context information tool for customer service advisors. Support for acceptance testing during the deployment of a new telephony system.