Choosing a speaker for a conference on customer relations goes beyond just the topic at hand: it primarily depends on the specific goal of your event. Whether you want to inspire, train, engage, or transform, the ideal speaker will not be the same. This guide compares five recognized experts in this field: Patrice Laubignat, Stephane GAUTHIER, Julien RIGAL-DUPONT, Patrice THIRIEZ, and Michaela Merk. This is not a Top 5 ranking, but rather an analysis of their respective approaches—whether strategic, managerial, operational, decision-making, or human-centered. The table below details for each expert their preferred angle, main objective, and target audience, to help you make the best choice based on your specific needs.
How to Decide Quickly
Identify the priority of your event, then follow the rule that applies.
- If you want to transform your company's customer culture by focusing on emotion and genuine loyalty. →
Patrice Laubignat — to reinvent the emotional bond between customer and brand - If you want to challenge your teams on the urgency of adapting the customer experience in the face of digitalization and new demands. →
Stephane GAUTHIER — to transform both the customer and employee experience - If you want to strengthen team cohesion and put people back at the heart of customer interactions. →
Julien RIGAL-DUPONT — to humanize the customer experience on a daily basis - If you want to truly understand and influence your customers’ memory and decisions using scientific levers. →
Patrice THIRIEZ — to transform customer perception through cognitive science - If you want to strengthen customer engagement through emotional and relational intelligence, especially in a premium environment. →
Michaela Merk — to develop emotional intelligence in the service of the customer
| Speaker | Overview | Angle | Objective | Target |
|---|---|---|---|---|
| Patrice Laubignat Français | Angle Customer love Objective Reinventing the emotional connection between customer and brand Target Leaders, marketing managers, strategic thinking seminars | Customer love | Reinventing the emotional connection between customer and brand | Leaders, marketing managers, strategic thinking seminars |
| Stephane GAUTHIER Français | Angle it's not covid that's disrupting you, it's dissatisfied customers Objective Transforming the customer and employee experience Target Executive committees, operational managers, digital transformation conventions | it's not covid that's disrupting you, it's dissatisfied customers | Transforming the customer and employee experience | Executive committees, operational managers, digital transformation conventions |
| Julien RIGAL-DUPONT Français | Angle The human element in the Customer Experience Objective Humanize the customer experience every day Target Frontline managers, field teams, participatory workshops | The human element in the Customer Experience | Humanize the customer experience every day | Frontline managers, field teams, participatory workshops |
| Patrice THIRIEZ Français | Angle He deciphers cognitive mechanisms to make the customer experience unforgettable through nudging and cognitive biases. Objective Transforming customer perception through cognitive science Target Customer experience managers, marketing teams, innovation seminars | He deciphers cognitive mechanisms to make the customer experience unforgettable through nudging and cognitive biases. | Transforming customer perception through cognitive science | Customer experience managers, marketing teams, innovation seminars |
| Michaela Merk Français | Angle She emphasizes the human and emotional connection to build loyalty and elevate the customer experience, especially in luxury and retail. Objective Develop emotional intelligence in the service of the client Target Executive committees, sales teams, retail or luxury conventions | She emphasizes the human and emotional connection to build loyalty and elevate the customer experience, especially in luxury and retail. | Develop emotional intelligence in the service of the client | Executive committees, sales teams, retail or luxury conventions |
Angles and Specificities of Each Speaker
Angle: The Love of Customers
For which audience / event: Executives, marketing managers, strategic reflection seminars
Choose if… Choose if you want to transform your company's customer culture by focusing on emotion and genuine loyalty.
Conference to watch: The Love of Customers
Angle: It’s not Covid that’s disrupting you, it’s dissatisfied customers
For which audience / event: Executive committees, operational managers, digital transformation conventions
Choose if… Choose if you want to challenge your teams on the urgency of adapting the customer experience in the face of digitalization and new demands.
Conference to watch: It’s not Covid that’s disrupting you, it’s dissatisfied customers
Focus: The Human Element in Customer Experience
For which audience / event: Frontline managers, field teams, participatory workshops
Choose if… Choose if you want to strengthen team cohesion and put the human touch back at the heart of customer interactions.
Conference to watch: The Human Element in Customer Experience
Angle: He deciphers cognitive mechanisms to make the customer experience unforgettable through nudging and cognitive biases.
For which audience / event: Customer experience managers, marketing teams, innovation seminars
Choose if… Choose if you want to truly understand and influence your customers’ memory and decisions using scientific levers.
Conference to watch: Customer Experience: Nudge Your Journeys and Become Incredibly Memorable!
Angle: She emphasizes the human and emotional connection to build loyalty and elevate the customer experience, especially in luxury and retail.
For which audience/event: Executive committees, sales teams, retail or luxury conventions
Choose if… Choose if you want to strengthen customer engagement through emotional and relational intelligence, particularly in a premium environment.
Conference to watch: Emotional and Relational Intelligence in the Service of the Customer
FAQ
How do I choose a speaker suited to my audience’s level of technical expertise?
Identify your audience’s knowledge of customer relations. For example, Patrice Laubignat offers presentations accessible to everyone, while Julien RIGAL-DUPONT covers more technical topics for experienced professionals.
Which speaker should I choose for an interactive conference with workshops?
If you want to include hands-on workshops, choose a speaker like Michaela Merk, known for her participatory and dynamic formats. Specify your expectations during the briefing to tailor the session accordingly.
How can I ensure the speaker shares my company’s values?
During the initial contact, discuss your values and objectives with the speaker, such as Stephane GAUTHIER, who customizes his presentations to fit the company culture. Provide a detailed brief to ensure alignment.
Which conference format should I choose based on my event size?
For a large audience, an inspiring keynote by Patrice THIRIEZ can make a lasting impression. For smaller groups, opt for interactive formats or round tables led by experts like Michaela Merk.
How can I quickly find a speaker specialized in customer relations?
Use a platform like Lespeakers to filter profiles according to your criteria (topic, format, experience) and connect with specialists such as Patrice Laubignat or Julien RIGAL-DUPONT.
What’s next?
Once the angle is clarified, the simplest way is to formalize your brief (objective, audience, format, duration, constraints). We can help you match with the right speaker on customer relations.
For a detailed shortlist with biographies, also check out our selection of speakers on customer relations.