About Olivier Mourrieras:

Olivier is as passionate about customers as he is driven towards results. The customer experience radical change plans that he led as executive at Orange and E.ON for over 12 years achieved spectacular customer results (average +10 points NPS per year).

Olivier provides through Paris-based CX-Impact, personalized advice and coaching support for leaders who want to start, accelerate or reboot their customer experience strategies.

Olivier’s background in customer operations brings a very practical and energizing touch to his approach and in particular how to define customer centric visions, translate them in customer impact, target improvement areas and upgrade the customer centric corporate agenda to enable the front line sustainably. Olivier is the founder of CX-Impact.

About Laurence Body

Laurence Body is the customer experience centrered innovation pioneer in France. She leads the X+M agency which pilots and tests prototypes for their clients to learn and acquire the capabilities by "doing".

She has led signature experience design and improvement projects for brands such as Orange Home, ING Direct, banque Postale, BNP Paribas PF, Cofidis with significant operational and financial outcomes. She is known for her impactful and inspirational conference deliveries to leading services brands. She delivers regular CX and Design Masterclasses to various audiences from company boards to operational colleagues. She is the author of the blog that serves as a reference in France blog.experience-client.com and is a member of the Service Design Network.

About Virginie Mallié:

Virginie runs all the events, training coordination and back-office functions at CX-impact. She is also the founder of V2M which provides Administrative and Human Resources support to medium size businesses.

About Balazs Szabo

Balazs Szabo is one of those rare breeds with the combination of competencies and expertise in lean six sigma, customer experience and digital.

He has led lean six sigma projects across EMEA at GE, deployed customer experience capabilities in the E.ON Group and led the digital and CX strategy of E.ON in Hungary.

He adds huge value when it is about:
- Putting the customer into the heart of the operations and help the entire organization adapt.
- Applying service design principles to implement new services and products or redesign core business processes.
- Saving time, costs, and waste, incorporating latest Lean Six Sigma tools and techniques.
- Driving big change programs involving cross functional teams and organization in complex corporate environment.
- Balazs partners with CX-impact in the delivery of the CCXP training globally.