Isabelle Guibert, head of industrial development at BlueLink presents the new customer behaviours and optimisation of multi-channel customer experience.

Connected, mobile, impatient, over-informed and disloyal… the emergence of a new generation of customers with specific and ever-changing needs calls for a new approach in customer relations.

Technology connects, but the human factor is what reassures with its relational intelligence. In a digital world, the product itself is not enough