EXPERTISE
The First Customer Experience Week
From June 8 to 12, Cofidis Group held the first edition of its Customer Experience Week. This internal highlight was designed in collaboration with our subsidiaries to strengthen our customer culture across the entire group.
Gaining a Better Understanding of Our Customers’ Experiences
During Customer Experience Week, all Cofidis Group entities were invited to reflect on the elements that define the quality of customer relationships.
Active listening, clarity, trust, and understanding customer needs were at the heart of the discussions. The week also provided an opportunity to address the simplification of customer journeys and how to provide more responsible solutions.
Several activities were offered to employees. Quizzes explored topics such as innovation, trust, transparency, CSR, and responsibility in the customer experience. A Customer Experience board game was also organized at the subsidiaries, facilitating discussions about the customer journey, satisfaction, loyalty, and continuous improvement. Educational articles and presentations on innovative projects led by the subsidiaries rounded out the program. Finally, Thierry Spencer, a customer experience expert, hosted a live conference on the profile of the European customer in 2026.
A customer culture embraced by all business roles
These various sessions provided an opportunity to learn, share best practices, and better understand the impact of each role on the customer experience.
The customer experience isn’t limited to the teams in direct contact with customers. It is shaped by every project, every decision, and every interaction.
As Marie-Cécile Hild Brun, Head of Customer Experience at Cofidis Group, points out:
“While the customer experience has long been viewed as simply a tool for driving satisfaction and loyalty, it is now evolving toward a more comprehensive and responsible approach that incorporates social, societal, and environmental issues. ”
Thank you to our community of Customer Experience leads, to the subsidiaries that have stepped up, and to all the teams who contribute every day to building a relationship that is simpler, more human, and more useful.
Thank you also to Typhanie Fournet, Delphine Lejeune, and Lili-Rose Lefebvre for their contributions to this first edition.
PARTAGER