Customer relations, the cornerstone of any business strategy, refers to all the interactions and connections established between an organization and its clients, with the aim of building loyalty and creating value. As consumer expectations evolve rapidly and competition intensifies, the quality of this relationship is becoming a true differentiating factor for companies in 2026. To shed light on the challenges and opportunities of this rapidly changing field, we have brought together five renowned speakers – Caroline Loisel, Stephane GAUTHIER, Patrice Laubignat, Thierry Arene, and Julien RIGAL-DUPONT – who share their visions and innovative approaches here. Their combined expertise will provide you with essential insights to rethink and strengthen your relationship strategy.
Our Speakers on the Topic
Caroline Loisel
Caroline Loisel, a speaker renowned for her insight and boldness, passionately deciphers the new challenges of customer relations in a rapidly evolving workplace. A specialist in relational skills, she helps companies and teams boost their performance through an approach that combines strategic vision with concrete, real-world feedback. Co-author of the Guide to the Future of HR and columnist for Harvard Business Review France, Caroline inspires and challenges her audience to reinvent a vibrant, engaged, and sustainable customer relationship.
Talk: Relational skills, a guarantee of economic performance! With 27 years of experience at the crossroads of digital, management, and HR, Caroline Loisel shares in this talk practical keys to strengthening collective performance through relational skills. Participants will discover how to develop mutual support, self-esteem, discernment, and effective communication, in order to sustainably mobilize energy and optimize collaboration within their teams.
Topics: management, motivation, customer-relations, change-management, relationship
Stephane GAUTHIER
A recognized expert in customer relations, Stéphane Gauthier has been supporting companies for over twenty years in transforming their customer and employee experience. With a solid career in hospitality and digitalization, he helps leaders and teams put authenticity, listening, and personalization at the heart of their strategy. As a speaker, consultant, and coach, he pragmatically shares concrete solutions to foster lasting loyalty, strengthen reputation, and stand out in an ever-evolving market.
Talk: It’s Not Covid Disrupting You—It’s Dissatisfied Customers Discover how true disruption doesn’t come from Covid, but from dissatisfied customers whose expectations have radically changed: demands for immediacy, authenticity, and responsibility. In this talk, you’ll leave with practical tools to turn these new behaviors into opportunities, reinvent the customer experience, and engage your teams around sustainable and distinctive loyalty.
Topics: digital-transformation, satisfaction-client, plateformisation-de-leconomie-des-services, Customer-satisfaction-wow-effect, digital
Patrice Laubignat
A recognized expert in customer relations, Patrice Laubignat has spent over 30 years exploring the emotional and cognitive drivers that connect consumers to brands. Through his conferences, he shares an innovative vision of marketing, focused on creating genuine, lasting emotional bonds with customers. His approach, shaped by extensive experience with major French and international companies, provides executives with practical methods to turn every interaction into an opportunity for loyalty and advocacy.
Conference: The Love of Customers Discover how authentic customer love transforms the customer relationship and becomes a true lever for loyalty and growth. In this inspiring conference, Patrice Laubignat reveals the keys to emotional intelligence, trust, and attention to establish lasting and sincere connections with your customers. Leave with practical tools to make your brand their preferred comfort zone.
Topics: marketing, emotional-marketing, customer-experience, sales, client
Thierry Arene
Passionate about digital innovation since the 1980s, Thierry Arene has established himself as a leading expert in customer relations. With a rich background at software publishers and within Digital Services Companies, he has held senior positions in sales and marketing, developing in-depth knowledge of CRM tools. His hands-on experience now enables him to guide companies in selecting and optimizing their solutions for high-performing, long-lasting customer relationships.
Talk: How to Choose Your CRM Software Among 250 Options on the Market? With over 250 CRM solutions available, how do you make the right choice for your business? Drawing on 20 years of field experience, Thierry Arene shares the keys to analyzing offers, avoiding marketing pitfalls, organizing your selection process efficiently, and successfully managing change. Leave with a proven methodology for selecting and deploying the CRM that best fits your needs.
Topics: crm, relations-clients, editeur-de-logiciel, benchmark, comparer
Julien RIGAL-DUPONT
With over 20 years of experience, Julien Rigal-Dupont is a passionate expert in customer relations, convinced that business performance is above all about people. Through his talks and coaching, he helps leaders and teams elevate the customer experience through authenticity, attentive listening, and emotion. His approach, centered on generosity and personal development, has enabled many professionals to transform their interactions and build lasting customer loyalty.
Talk: The Human Side of the Customer Experience Discover how to put people back at the heart of the Customer Experience and rally your teams around a common project, even in times of uncertainty. Through a cross-disciplinary approach, this talk will provide you with practical tools to strengthen employee engagement and sustainably improve customer satisfaction within your organization.
Topics: customer-centric, experience-client, satisfaction-client, service-client, manager