On June 6, 2024, Nans Thomas, co-founder of Actionable, participated in the AFRC (Association Française de la Relation Client) event in Paris.

This event focused on customer relations and performance indicators, with key industry leaders sharing insights into innovative methods for improving customer satisfaction through data and predictive models.

Key Points from Nans Thomas’ presentation:

1. Actionable’s Mission

   Nans explained Actionable’s primary goal of predicting customer satisfaction through machine learning. By leveraging data from across an organization, Actionable provides businesses with real-time insights to anticipate customer needs and address potential concerns proactively.

   
   

2. Moving Beyond Survey-Based Feedback

   Traditionally, companies rely on customer feedback through surveys to measure satisfaction. Nans highlighted how Actionable departs from this approach by integrating data from various systems such as CRM, customer service platforms, and analytics tools, reconstructing the customer journey to provide a more comprehensive view.

   
   

3. Predictive Modeling for Customer Satisfaction

   Actionable’s machine learning models analyze customer behavior and interactions, providing businesses with actionable insights into satisfaction levels. This predictive capability enables businesses to take a proactive approach to customer relations, enhancing the overall experience.

The Roundtable Discussion:

Nans Thomas participated in the roundtable titled “Quels sont les bons indicateurs pour la Relation Client ?” moderated by Eric Dadian, President of AFRC. He was joined on stage by Laurent Vasset, CEO of Viitamine, and Maurice Cautela, Partner at PMP. Together, they discussed the most relevant performance indicators for customer relations and how companies can leverage these metrics to drive better outcomes.