Understanding the customer experience: tools, expectations and digital technology
During this discussion, Stéphanie will introduce the notion of customer experience and share with you the universal expectations of consumers, as well as the 2 essential tools of Personas and Customer Journey Mapping. She will also show how digital supports CX, particularly in times of labor shortage and customer desire for greater autonomy.
May 25, 2023
Talk presented by
Stéphanie Le Rouzic
Senior director, customer experience – KPMG
Moderator
Guillaume Duchesneau
CTO – INGENO
With a master’s degree in marketing and an Executive MBA, Stéphanie has 25 years’ professional experience, including 10 years in agencies (Cossette, Valtech), two business start-ups (e-commerce and catering) and positions in parapublic organizations: SCQ (Société des casinos du Québec) and RTC (Réseau de transport de la Capitale). Delivering an unparalleled customer experience has always been the common thread running through her career, whether in positions related to marketing research, UX or CX strategy or business creation. She is a Certified Customer Experience Professional (CCXP) and a member of the organizing committee of CXPA Québec (Customer Experience Professionals Association). She is currently Senior Director Customer Experience at KPMG.