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 Tory Flash:

Tory Flash is a customer focused, positive and energetic individual with a broad career history across customer experience, product and marketing, customer insight, contact centre operations, comms and story telling and large scale customer focused transformation.

Tory is a former transformation lead at National Grid, EON and CPP and brings a wealth or experience from both energy and financial services. Tory's unique mix of positive energy, focus on the end goal, team building capability and fun builds confidence and capability and will get the best out of your team.