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  • Matthieu Caron

Say hello to Matthieu Caron

Head of Consulting & Analytics | France

With strong strategy consulting and transformation program experiences, Matthieu has been leading significant CX change throughout his career

Matthieu is fully convinced that the most efficient change comes when companies are adopting a pragmatic change path regarding their stakes and resources everyone is fully engaged and when every stakeholder is fully engaged in delivering the vision and goals of the business. He is able to rapidly assimilate complex environments and strives for the very best project outcomes.

Experience

Analytics

Managed numerous improvement projects based on analytics capabilities’ activation, such as customer omnichannel reconciliation, debt collection or outbound campaigns performance improvements or predicting customer behaviours to increase operating model delivery performance

Operating model

Designed the operating model of an international Utilities company operating in the gas storage, transportation and distribution. Working directly with the board to align their strategic requirements with customer needs and business outcomes.

Transformation

Digital Programme Manager for an international water distribution firm, focused on designing and deploying their strategic roadmap to boost self care and significantly reduce their cost to delivery. The programme delivered benefits ranging between 10 to 20% in online account usages plus incoming call reduction

Management experience

Utilities

Senior consultant with wide ranging roles in transforming customer journeys and operating models plus in designing marketing & sales strategies of the main actors in an intense market deregulation environment.

Industrial

Programme manager responsible for delivering an operations improvement plan across major European markets. The programme delivered benefits ranging between 5% to 15% in process improvements plus skills transfer to internal teams in order to support further changes

The Future of Service Forum

The Future of Service Forum brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

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