Résumé
I am a Chief Experience Officer with 20+ years transforming customer organizations into scalable, high-margin growth engines — across SaaS/Tech (Cegid, LBO Silver Lake/KKR), Luxury Hospitality (Accor, 10 years), Banking (BNP Paribas) and Automotive (Nissan).
Delivered results: 13M€ in annualized savings · NPS +40 points over 3 years · −40% support ticket volume via GenAI in production · M&A integration of 15 legacy systems into 2 unified platforms · 900+ FTE organization managed at ExCom level.
I am open to C-Level opportunities (CXO, CCO, COO) in large groups or PE-backed companies seeking genuine customer transformation at scale. I also deploy this expertise as a Strategic Advisor via EVA XM (:point_right: Methodology: www.evaxm.com).
:rocket: Four operational levers I deploy simultaneously:
■ GenAI & Customer Operations Industrialization: I build "zero-touch" and "low-touch" service models that decouple headcount from volume growth. Most recently: deployed enterprise-scale GenAI in production (Google Cloud partnership) achieving a 40% reduction in support ticket volume — published Google Cloud customer case study: cloud.google.com/customers/cegid
■ Revenue Retention & NRR Protection: I move operations beyond reactive support. By redesigning onboarding, accelerating Time-to-Value and implementing differentiated service models (High-Touch / Tech-Touch), I pivot service teams into proactive engines that secure retention and unlock upsell.
■ Operational Efficiency & Cost-to-Serve Reduction: Managing budgets in the hundreds of millions and teams of 900+ FTEs, I establish Centers of Excellence (Nearshoring/Hubs) that balance cost-arbitration with quality — translating directly into EBITDA improvement.
■ M&A Operational Integration: I lead post-merger operational surgery in fragmented environments — rationalizing legacy tech stacks into a Single Source of Truth to ensure data integrity and seamless customer experience continuity.
Externally validated — twice:
☁️ Google Cloud Customer Story (2024) — GenAI deployment at Cegid: −40% support ticket volume in production. cloud.google.com/customers/cegid
:trophy: INSEAD Award-Winning Case Study (2018) — "AccorHotels and the Digital Transformation: Enriching Experiences through Content Strategies along the Customer Journey" — Case Centre Awards, Marketing category. Taught at INSEAD, ESSEC-Bocconi, Polytechnique and other leading MBA programs. thecasecentre.org/caseSpotlight/2018/AccorHotels
:earth_europe: Trilingual (EN/FR/ES) · Europe · North America · Asia · SaaS · Luxury · Automotive · Banking · Hospitality