2021 Panel Discussion

Drawing inspiration to provide a winning service to customers


Wednesday 10 November 2021

Reception from 2pm - Sanitary pass mandatory


Four Seasons Hotel George V
75 008 Paris

After several successive postponements due to the health situation, we had at last the pleasure of meeting you at our spring November 2021 Panel Discussion!
DECATHLON, HOMESERVE, O2 : ERDIL's 2021 Panel Discussion speakers (Photo)

Drawing inspiration to provide a winning service to customers

What are the ingredients involved in providing the best service to customers?
How can a company transition from manufacturing products towards providing services and successful experiences?
How can verbatim analysis improve customer experience during home visits?

To address these issues, three speakers came to share their experience:

  • Gaëtan Maillet, Customer / Collaborator Experience Project Manager at Decathlon
  • Delphine Martin, Voice of the Customer Manager at HomeServe
  • Vanina Poirier, Customer Service Director at O2

As each year, our 2021 Panel Discussion was organised in partnership with the AMARC association and Thierry Spencer, author of the Sens du Client blog and our event’s loyal facilitator.