Here are five must-see speakers to address customer relations at a conference in 2026: Patrice Laubignat, Stephane GAUTHIER, Julien RIGAL-DUPONT, Patrice THIRIEZ, and Michaela Merk. Today, companies are dealing with increasingly demanding customers and complex buying journeys, making excellence in managing interactions and building loyalty essential. To meet these challenges, it is crucial to draw inspiration from the diverse perspectives of recognized experts, capable of providing concrete and innovative solutions. The table below details each speaker’s specific angle to enrich the overall vision on this strategic topic.
| Last Name / First Name | Conference | Angle |
|---|---|---|
 Patrice Laubignat Français | Customer love | Customer love |
 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 |
 Julien RIGAL-DUPONT Français | The human element in the Customer Experience | The human element in the Customer Experience |
 Patrice THIRIEZ Français | Customer experience: nudge your journeys and become incredibly memorable! | He deciphers cognitive mechanisms to make the customer experience unforgettable through nudge and cognitive biases. |
 Michaela Merk Français | Emotional and relational intelligence at the service of the client | She emphasizes the human and emotional connection to build loyalty and elevate the customer experience, especially in luxury and retail. |
Our Speakers on the Topic
Patrice Laubignat
For over thirty years, Patrice Laubignat has been exploring the emotional drivers that connect customers to brands, drawing on cognitive sciences and hands-on experience with iconic companies such as Décathlon, Botanic, and Galeries Lafayette. Co-author of the manifesto "Marketing ZERO," he encourages us to rethink the emotional bond between businesses and customers to create lasting value. His talks provide practical insights for understanding and nurturing customer attachment—a key challenge for any organization seeking to strengthen its connection with its audience.
Talk: The Love of Customers
Discover how genuine customer love can sustainably transform the customer relationship and become a true driver of loyalty. In this talk, you’ll understand the fundamental role of emotions and trust in decision-making, and learn how to foster a sincere connection through emotional intelligence. Leave with practical tools to embody kindness and make your brand your customers’ favorite.
Topics: client, developpement-de-business, relation-client, marketing-emotionnel, intelligence-emotionnelle
Stephane GAUTHIER
Stéphane Gauthier led Best Western France through the digital transformation of the hotel industry, before managing an independent hotel for over a decade. As a professor at ESSEC and EM Lyon, he has guided numerous professionals on issues related to customer experience, e-reputation, and digital transformation. Today, he works with companies to put listening and satisfaction back at the heart of sustainable performance, drawing on real-life situations experienced in the field.
Conference: It’s not COVID that’s disrupting you, it’s dissatisfied customers Discover how true disruption doesn’t come from the health crisis, but from customers who are increasingly demanding, fickle, and engaged. This conference will give you the keys to turning dissatisfaction into opportunity, rallying your teams around customer experience, and turning your customers into your brand’s best ambassadors, through concrete strategies tailored to the new expectations of the market.
Topics: relation-client, satisfaction-client, digital, transformation-digitale, transformation
Julien RIGAL-DUPONT
Julien Rigal-Dupont draws on more than twenty years of experience in the world of customer experience, which he now dedicates to human development through coaching. Driven by a desire to put people back at the heart of interactions, he supports leaders and teams to strengthen authenticity and the quality of exchanges. His career, marked by tangible successes with major companies and SMEs alike, illustrates how the human dimension can transform relationships with others, especially in customer-facing environments.
Talk: The Human Side of Customer Experience
Dive into the heart of Customer Experience by rediscovering the essential role of people within our organizations. In this talk, you’ll learn to better understand your own motivations as well as those of your teams, to align your actions with your values, and to build a concrete roadmap to strengthen engagement and satisfaction—both internally and with your clients.
Topics: rse, dirigeante, relation-client, satisfaction-client, dirigeants
Patrice THIRIEZ
Patrice Thiriez helps companies gain a deep understanding of the psychological mechanisms that influence their clients’ decisions and behaviors. As the founder of Krakn, he draws on the latest insights from psychology, behavioral sciences, and neuroscience to transform customer journeys and communications, all in the service of a more memorable customer experience. His approach, already adopted by major players such as Amazon, EDF, and Chanel, enables organizations to identify both drivers and barriers to generate greater engagement and impact.
Talk: Customer Experience: Nudge Your Journeys and Become Unforgettably Memorable! Discover how to turn every customer interaction into a lasting memory by leveraging the tools of psychology, behavioral economics, and neuroscience. In this talk, you’ll learn how to identify key moments in the customer journey, design unforgettable experiences, and turn incidents into memorable opportunities—truly embedding your brand in your customers’ minds.
Topics: experience-client, ux, cx, nudge, biais-cognitifs
Michaela Merk
Michaela Merk, one of the few speakers in France to hold the prestigious international title of Certified Speaking Professional, brings her expertise in emotional and relational intelligence to organizations, honed with major houses such as L'Oréal, Dior, and Hermès. A doctor in marketing, professor at renowned schools, and certified coach, she shares a vision where the quality of human connections shapes the lasting experience of both clients and teams.
Talk: Emotional and Relational Intelligence in the Service of the Client During this inspiring talk, Michaela Merk reveals how emotional and relational intelligence enables the creation of deep and lasting bonds with clients who are increasingly demanding and connected. Participants will discover concrete strategies to transform the client experience, strengthen engagement, and turn every client into a true brand ambassador.
Topics: luxury, vendeur, commerce, emotional-intelligence, vente