Here are five must-see speakers to address the topic of customer experience at a conference in 2026: Stephane GAUTHIER, Patrice Laubignat, Patrice THIRIEZ, Julien RIGAL-DUPONT, and Majda Chaplain. In a context where building loyalty and engaging customers has become a central driver of performance, the quality of the experience delivered directly influences a company’s growth and reputation. Expectations are evolving, digital transformation is disrupting customer journeys, and organizations must constantly rethink their practices to create value at every interaction. The table below presents the specific perspective from which each speaker will approach this essential topic.
| Last Name / First Name | Conference | Angle |
|---|---|---|
 Stephane GAUTHIER Français | it's not covid that's disrupting you, it's dissatisfied customers | it's not covid that's disrupting you, it's dissatisfied customers |
 Patrice Laubignat Français | Customer love | Customer love |
 Patrice THIRIEZ Français | Customer experience: nudge your journeys and become incredibly memorable! | Customer experience: nudge your journeys and become incredibly memorable! |
 Julien RIGAL-DUPONT Français | The human element in the Customer Experience | The human element in the Customer Experience |
 Majda Chaplain Français | CX, Marketing & Digital Trends – B2C & B2B – 2025 – 2030 | Analysis of developments and innovations in the customer experience through concrete B2C and B2B case studies. |
Our Speakers on the Topic
Stephane GAUTHIER
Former head of Best Western France during the digital revolution and an independent hotelier for over ten years, Stephane Gauthier combines strategic vision with hands-on field experience. A renowned trainer at ESSEC and EM Lyon, he now supports companies in transforming their customer relations and team engagement. His pragmatic approach is based on managing digital transitions and leveraging customer feedback, offering concrete ways to strengthen loyalty and reputation. His background resonates especially with organizations looking to put customer satisfaction back at the heart of their strategy.
Conference: It’s not Covid that’s disrupting you—it’s dissatisfied customers In a world where customer expectations are evolving at an unprecedented pace, this conference will reveal how to turn dissatisfaction into a driver of innovation and loyalty. You’ll discover practical strategies to anticipate your customers’ needs, engage your teams around relationship excellence, and turn your clients into your brand’s best ambassadors.
Topics: relation-client, satisfaction-client, digital, transformation-digitale, transformation, management, startup, ereputation
Patrice Laubignat
For over thirty years, Patrice Laubignat has been exploring the emotional relationship between brands and their customers, drawing on cognitive sciences and his experience with companies such as Décathlon, Botanic, and Galeries Lafayette. Co-author of the Marketing ZERO manifesto, he encourages us to rethink marketing in order to create an authentic and lasting connection. His talks provide concrete insights into what sparks attachment and advocacy—key drivers of business success.
Talk: The Love of Customers Discover how to put genuine customer love at the heart of your relationship strategy. In this inspiring talk, you’ll understand how emotions influence purchasing decisions, learn how to build lasting trust, and turn goodwill into a competitive advantage. Leave with practical tools to foster customer loyalty and make your brand their true comfort zone.
Topics: client, developpement-de-business, relation-client, marketing-emotionnel, intelligence-emotionnelle, marque, confiance-en-soi, experience-client, amour, marketing, commerce, plateforme-de-marque, responsable
Patrice THIRIEZ
Patrice Thiriez supports major companies such as Amazon, EDF, and Chanel Jewelry in gaining a deeper understanding of customer behavior, drawing on insights from psychology, behavioral sciences, and neuroscience. As the founder of Krakn, he offers talks and training sessions to decode decision-making mechanisms and optimize customer journeys, inspired by the latest scientific discoveries. His approach enables the creation of more impactful interactions and transforms the way customers perceive your brand.
Talk: Customer Experience: Nudge Your Journeys and Become Unforgettably Memorable! Discover how to turn every interaction into an unforgettable memory for your customers! In this talk, you’ll learn how to identify key moments in the customer journey, create impactful experiences using insights from psychology and behavioral sciences, and leverage “off notes” to strengthen loyalty. Leave with practical tools to sustainably enhance the memorability of your customer experience.
Topics: experience-client, ux, cx, nudge, biais-cognitifs, economie-comportementale, neurosciences, performance-commerciale, prise-de-decision, marketing, cerveau, comportements, influence, softskills, competences, conviction
Julien RIGAL-DUPONT
With a career spanning over twenty years dedicated to human relations and personal development, Julien Rigal-Dupont now supports leaders and teams in their growth, drawing on a wealth of experience with both major companies and SMEs. His approach, focused on authenticity and motivation, aims to highlight each individual’s value to strengthen collective dynamics. Through his talks, he encourages putting people back at the heart of interactions—an essential lever for enriching relationships with clients.
Talk: The Human Element in Customer Experience
Dive into the human dynamics that shape Customer Experience and team engagement. In this talk, you’ll discover how to better understand your own motivational drivers and those of your colleagues, in order to strengthen cohesion, alignment, and collective performance. Leave with practical tools to put people at the center of your business strategy.
Topics: rse, dirigeante, relation-client, satisfaction-client, dirigeants, management, dirigeant, customer-centric, experience-client, service-client
Majda Chaplain
Majda Chaplain is an entrepreneur and founder of mcfactory.fr, an online media outlet dedicated to brand strategies and marketing innovation. A sought-after speaker on TF1, France 3, and in Libération, she shares her insights on the shifts in digital and marketing, both in B2C and B2B. Her career, marked by conferences for major companies and industry events, offers an informed perspective on the trends reshaping the relationship between brands and customers.
Conference: CX, Marketing & Digital Trends – B2C & B2B – 2025 – 2030
Dive into the heart of emerging trends that will shape customer experience, marketing, and digital from 2025 to 2030, in both B2C and B2B. Discover how consumer behaviors, brand strategies, and data usage are evolving, with concrete examples from various sectors. Leave with key takeaways to anticipate, innovate, and strengthen your competitiveness.
Topics: communication, reseaux-sociaux, metaverse, digital, conduite-du-changement, rse, experience-client, transformation-digitale, web3, innovation, performance, webmarketing, generations-xyz, marketing