Clémence Devarrewaere, Finance & HR Manager at Technis: “The distinction between Customer Service Managers and Account Managers will blur significantly”

Given that this interview series is all about customer experience, Clémence Devarrewaere’s job title might trip you up. Worry not, though. Finance and HR management are just some of her responsibilities, as you’ll quickly gather from her answers below.

How does one end up looking after so many business functions? And what do they have in common? In one word: processes. Clémence appreciates not only how important they are to keep a company operating properly, but also the potential technology has to make them better. “AI’s capacity for data analysis and automation presents tremendous potential for streamlining processes and delivering personalised experiences at scale,” she told us.

But processes are just one part of the equation. At the forefront of all those functions – and certainly of customer experience – is dealing with humans. Having graduated from Vatel’s Business School for Hospitality and Tourism, Clémence literally studied the art of keeping customers happy.

She followed that up with a series of high-pressure jobs for luxury hotels in Monaco and Switzerland before joining Technis in 2020. A seemingly good fit, given the company’s habit of drinking its own champagne.

To learn more about Clémence’s thoughts on customer experience and what technologies she uses to keep up with a very demanding job, read on.

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What are your thoughts on the escalating integration of AI in customer experience and its potential influence on the future of customer service at large?

The escalating integration of AI in customer experience marks a pivotal shift in the landscape of customer service. AI’s capacity for data analysis and automation presents tremendous potential for streamlining processes and delivering personalised experiences at scale.

However, we must approach this integration with caution, ensuring that AI enhances rather than replaces human interactions. The future of customer service hinges on striking a delicate balance between leveraging AI’s capabilities for efficiency while preserving the human touch that fosters genuine connections and empathy with customers. 

Do you anticipate any significant disruptions in customer experience technology for 2024? If so, what are those disruptions and why?

In 2024, we’re on the brink of a seismic shift in customer experience technology. The distinction between Customer Service Managers (CSMs) and Account Managers will blur significantly. Tomorrow’s CSMs won’t just resolve issues; they’ll become proactive partners, leveraging cutting-edge technology to anticipate and address customer needs before they arise. CSMs will increasingly move away from simply addressing straightforward incoming issues to evolving into personalised proactive support providers. They’ll offer tailored training, anticipate client problems, and closely monitor accounts. Tomorrow’s CSMs will seamlessly transition into Account Managers, ensuring a holistic approach to client relationships.

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Could you share some of your most noteworthy accomplishments that you take particular pride in?

In a market where customer relationship management tools are highly fragmented, one of my most noteworthy accomplishments is successfully implementing the complete centralisation of customer information within our company. I firmly believe that in the future, there will only be two major players in this field, much like there were Google and Microsoft a few years ago. Centralising all our customer data truly embodies putting the customer at the heart of our DNA and processes.

How do you ensure you’re up-to-date with the latest customer experience trends and technologies, and how do you integrate them into your strategies?

To stay abreast of the latest customer experience trends and technologies, I actively engage with podcasts such as Bulldozer or Conquête, where C-level executives in the tech industry share best practices. Additionally, I adopt a client perspective by interacting with chatbots myself, noting what I find effective or lacking.

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Are there any startups in the customer experience industry that have piqued your interest lately?

Recently, I’ve been particularly intrigued by Agicap, a rapidly growing startup with an impressive track record in customer satisfaction. Their approach is so effective that I instinctively opt to speak with a human representative when engaging with them, as there’s a genuine exchange of ideas and solutions. For simpler or technical issues, I’m comfortable interacting with their chatbot.

What customer experience technology has your company recently embraced and what difference has it made to your business?

We’ve recently embraced HubSpot as our customer experience technology, and it’s made a significant difference to our business. Its user-friendly interface and comprehensive features have made it a “sexy” tool that all our employees love using. Even sales representatives who previously didn’t see the value in CRM systems now find themselves unable to do without it. HubSpot has streamlined our processes, improved collaboration, and enhanced our ability to provide personalised experiences to our customers, ultimately driving growth and satisfaction across the board.