Programme

What if artificial intelligence, instead of dehumanizing customer relations, actually helped bring the human touch back into them? This conference explores a major paradox: the more technology advances, the higher customers' relational expectations become. Automation, personalization, AI assistants, self-care, agentic AI… where should humans actually step in to create trust, listening, and value? A lucid and inspiring look at how AI can free up time, enrich interactions, and restore a more empathetic, creative, and purposeful role for employees.

Since July 2026, Google has rolled out AI Overviews and AI Mode in France. AI-generated answers now sit above the classic results and are reshaping how people find, compare and choose. For brands, a new rule applies: ranking well is no longer enough, you have to be cited by the AI.

In this talk, we take stock without the doom, with the data to back it up. What the arrival of AI Overviews really changes, what our first sector-by-sector figures reveal since the French launch, and the GEO levers to stay visible when AI answers instead of the links. Then we open the next chapter: GEA, the advertising that appears directly inside AI answers, and how to get your campaigns, your data and your product feeds ready now.

Walk away with a clear read on what's at stake, concrete ways to act, and a method to build your visibility on both fronts, organic and paid, in the era of generative search.

 What if the campaigns that deliver the best results aren’t necessarily the ones that create the most value?

During this workshop, we’ll challenge traditional performance marketing assumptions to look beyond ROAS and better understand what truly drives growth. Immediate profitability vs. long-term value, branding vs. performance, web vs. app: using real-world examples, we’ll explore why these approaches should no longer be viewed in silos but rather as different components of a single strategy.

We’ll also explore how creative content, tracking, algorithms, and AI enable us to better measure, manage, and accelerate this growth.

The goal: to shift from asking, “Is my campaign performing well?” to “Is my marketing truly creating value?”

Every leadership team wants to deploy AI across customer relations. Very few know which use case to start with, or how to measure the return.

In France, fewer than 10% of contact centres analyse more than 5% of their calls. Your customers' voice remains the richest channel in the company and the least exploited, even though this is precisely where the most profitable and fastest-to-deploy AI use cases are found.

FEEDAE is two years old. Founded in 2024 in La Rochelle, the platform now analyses several million calls a year for more than 30 brands.

Two years in the field, too: what works, what takes time, and what genuinely creates value. To mark this second anniversary, Sylvain De Ly, CEO and co-founder, has decided to put everything on the table.

45 minutes, 10 use cases in detail.

The 10 most requested by our clients, selected from our full catalogue, covering the major business objectives:

• cutting costs,
• lifting NPS,
• industrialising quality,
• securing compliance,
• selling more,
• feeding the executive committee.

None of them is theoretical. All of them come from real engagements.

For each one: the business question asked at the outset, what the analysis actually found in the conversations, the KPI it moved, the decision taken as a result, and the implementation timeline. With sector illustrations throughout: insurance, retail and e-commerce, travel, healthcare, outsourced contact centres.

You will leave with:

• a 3-question framing method to choose your first use cases,
• a 5-level maturity grid to sequence your AI roadmap over 12 months,
• a clear view of how this type of project is scoped and priced, and how to calculate its ROI,
• the 5 actions to launch as soon as you get back from Cannes.

What we are offering is a workshop built on shared experience rather than a product pitch, aimed at customer relations, quality, sales, marketing and general management teams that want to move fast and make decisions grounded in evidence.

Chullanka shares its transformation journey from centralizing data to orchestrating its channels and loyalty program.

In 2026, every leadership team wants to deploy AI agents across their customer service. The pitch fits in a single sentence: "plug your content into an LLM and it just works." But the reality on the ground is very different. Complex tables, procedures written for experts, domain-specific jargon, implicit knowledge, this is where AI actually stumbles.

The bottleneck is almost never the model. It's the knowledge, its quality, its structure, its governance. AI-ready knowledge is what makes an agent reliable and hallucination-free, one that stays within its scope and knows when to hand off to a human advisor at the right moment.

In this session, Smart Tribune (170+ enterprise accounts supported) shows how to assess the AI-readiness of your knowledge and move from scattered documentation to a genuinely operational agent. Recommendations backed by real-world projects, field feedback, and measured results: advisor adoption, contact deflection, automation.

A must-attend session for customer service, customer relations, customer experience (CX), and digital leaders who want to move beyond POCs and go into production with confidence.

Today, mobile engagement is taking a new step forward. Your customers are seeking richer, more visual, and intuitive interactions with brands. Beyond simple text notifications, they now expect an interactive, seamless, and secure dialogue that is perfectly integrated into their daily lives.

In this workshop organized in collaboration with Orange, discover how RCS (Rich Communication Services) enhances mobile messaging by bringing the full power of the web and applications. Product carousels, quick action buttons, verified brand logos, and interactive order tracking—all are integrated into the phone’s native messaging app.

We will analyze the direct impact of RCS on engagement and customer value, as well as ROI metrics that demonstrate it’s time to evolve your messaging strategy towards conversational commerce.

Hyper-personalization, data-driven marketing, AI, retail experience, storytelling, social media, influence, creativity, super apps: what are the new key drivers to acquire and retain customers?

This conference reveals concrete strategies reshaping marketing and digital landscapes across the hyper luxury and retail sectors, both in Europe and internationally. How is Vacheron Constantin the watch manufacture operating continuously since 1755 reinventing itself? How are NICETOILE and CAP3000, pioneers of the shopping mall in France, driving foot traffic and re-enchanting the in-store customer journey in the digital age?

Discover unexpected, high-performing strategies presented by two seasoned experts in marketing, innovation, and digital transformation.

Since July 22, AI Overviews and AI Mode have been rolling out in France. AI-generated summaries have taken over the top of the sales funnel.

The moment when your future customers research, compare options and form their preferences is now mediated by AI.

And the next shift is already underway: advertising is coming to AI-generated answers, reshaping the paid search landscape once again.

Faced with these new customer journeys, and with the year-end peak just a few weeks away, two key questions arise:

• How can you influence purchase intent before users even start searching?
• How can you measure each channel’s contribution when clicks no longer tell the whole story?

ThankYou Analytics and AntVoice are bringing together their expertise and real-world client cases to provide you with concrete, data-driven insights you can put into action immediately.

The Fnac Darty teams and Anton Zanni, CEO of Calldesk, invite you to a customer story on the deployment of Fnac's customer service callbot (2 million calls per year). 

Find out how the callbot delivers a better ROI than the IVR it replaces, while improving the experience of Fnac's customers.

With a network of several hundred laboratories and ambitious plans for European growth, Biogroup is making data management, local visibility, and the patient experience key pillars of its digital transformation.

In this workshop, Biogroup will take you behind the scenes of its transformation with Yext, sharing how the group regained control of its local data, strengthened the online visibility of its laboratories, and built the foundations of a digital presence designed to support its expansion across Europe.

Through a first-hand account of the journey, discover the strategic decisions, challenges, and lessons learned along the way — and how taking control of data can become a powerful driver of visibility, trust, and growth in the healthcare sector.

How MCC's AI orchestrates advisors, quality assurance, supervision and opoerations around a single intelligence.