Maurice Cautela holds a Masters in Management and is a partner with PMP, heading up the « Customer Capital» practice. He has 25 years’ experience in Customer Relations. For 12 years his initial experience involved operational duties with telecom operators (SFR, Noos, Bouygues Telecom) as Customer Care Director, Multichannel Performance Director, Quality & Strategy Manager.
Through his work, Maurice aims to transform the customer experience, improve digitalisation, the NPS and value creation, by using innovative methodologies (design thinking, scenario planning, agility, co-creation,…). He also harnesses new technologies (Big Data, semantic analysis, artificial intelligence, data visualisation...) in enhancing the overall customer experience, analysing customer itineraries and habits by cross-referencing customer profile data, offerings, practices, feedback and customer verbatim, contact channels…. in defining customer segmentation and relevant scoring criteria, to analyse the performance of organisations, processes, relationship marketing actions, contact channels and operational mechanisms.
His work focuses mainly on 4 key transformational areas relating to the customer experience:
- the digitalisation and personalisation of the omni-channel customer experience (transformation of customer itineraries, developing new approaches to the customer lifecycle)
- the definiton of an omni-channel, relational strategy (a relationship marketing plan designed to win over customers, develop loyalty and value creation)
- the transformation of tools (CRM, Marketing Automation, Management of multi-channel contacts, new conversational channels and chatbot, …)
- the transformation of organisations (simplification of organisations and their ways of operating, agility, customer culture and innovation….)
He guides and supports leading companies across many sectors like energy (EDF, Direct Energie, Total, Enedis, Engie, Ista..) telecom (Orange, SFR, Bouygues Télécom, La Poste Mobile, Vidéotron, Inwi, …), transport and tourism (Accor, Avis, Arval, Thalys, SNCF, …), media and culture (Sacem, Canal+, Videofutur …), La Poste, the financial sector (Ditto Bank, Siaci Saint Honoré, Ingenico, Wafasalaf, Domeo, …), health (Amplifon, Grandvision, …),public stakeholders (Le Loiret, Métropole d’Aix Marseille Provence, GIE Comutitres) and real-estate (Icade).