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Olivier

Customer Experience Transformation

Résumé

Olivier Arnoux is an executive expert and senior advisor in the area of Customer Experience transformation with multi-industries (luxury hospitality, automotive and banking) and international experiences (Europe, Asia, Pacific, Americas and Middle East) within big groups.

Today, many companies are seeing their business models disrupted by new entrants that are excelling at addressing Customer’s expectations through Customer focus, technology and agility. Olivier’s role is to define new CX strategy, design digital and physical Customer Journeys, adapt the organization to deliver, rethink ways of working, drive change… to create preference, loyalty, recommendation, reputation…and, more globally, value.

Through his career, he has developed 5 key competencies:

- Define experiential strategies (« why do we need to transform? »),
- Design Customer journeys (« what do we want our Customer to live with us? »), ?
- Develop new capabilities (« how do we make it happen? »),
- Drive change (« how do we embark our stakeholders? »),
- Measure and monitor transformation (« what are the results produced so far and where do we need to improve? »)

Olivier has spent 10 years in the automotive industries where he has been for instance in charge of Sales and Services quality and worked on the transformation of the distribution model for Nissan in Europe. He has also been director of the French office of a consulting company dedicated to automotive retail performances where he has delivered numerous projects for major car manufacturers.

Olivier has also worked 10 years for Accorhotels, holding several worldwide responsibilities in the area of Customer Experience. He has for instance contributed to the successful repositioning of Sofitel in the luxury segment and became a recognized expert in eReputation management. He has also been Senior Vice President in charge of Strategy, Performance and Customer Experiences for all luxury brands, reporting to the Deputy CEO of Accor.

At last, Olivier has supported BNP Paribas on the transformation and digitalization of their Customer Journeys for Retail and Financial services. He has for instance developed a maturity model on “how to transform”, helping the organization to become more mature on important topics such as “strategy and design”, “culture and mindset”, “new roles and organization”, “tools and methodologies” and “delivery”.

Olivier is married with 3 children of 23, 21 and 18. He is graduated for HEC Paris where he has obtained an Executive MBA and from the Institut de Management International de Paris where he has obtained a bachelor in management.

Parcours officiels

HEC – EMBA HEC