Isabelle Blanchet, Ccxp Email & Phone Number

Montreal, QC, CA

Empowered with my CCXP certification supported by the experience acquired in numerous mandates held in companies in various industries, of regional, pan-Canadian and international sizes, which were facing a need for transformation, I created Passion CX to combine my expertise to yours with the aim of defining, optimizing and operationalizing customer.

Montréal, Québec, CA

Accompagne les clients de DFSA dans leur transformation centrée client et dans l’optimisation de leur gestion de l’expérience client.

Montréal, Québec, CA

Guide the organization in its customer-centric transformation by leading the development and maintenance of a simple, fluid and accessible omnichannel customer experience for B2C and B2B Blue Cross customers in Quebec and Ontario. Support the business in the implementation of a strategy based on the 5 pillars of the customer experience: Culture &.

Montreal, Quebec, CA

Develops and implements customer experience management consulting services at Léger. Lead the CX practice. The consulting mandates are in line with the 4 elements of Customer Experience Management, namely, organizational culture, alignment of systems and processes, listening and action (VoC & tactics) and measurement of success (KPI, ROI).

Vancouver, British Columbia, CA

At Humania BPO, we are experts in customer relations and outsourcing. Management of customer contact centers, management of administrative tasks, optimization of operations, strategic and tactical advice on customer experience, we support companies of various sizes and sectors, in the integrated management of their customer relationship.

Montréal, Québec, CA

• Responsible for the strategy, dissemination and measurement of the Laurentian Bank customer experience in order to acquire, retain and optimize a lasting and profitable business relationship with its Personal Services.
• Define customer journeys in moments of truth involving the Bank (stages, state of mind, needs, gaps / opportunities, means / skills required, etc.);
• Establish / review the operational processes related to the targeted route, for all available contact points (mapping, procedures, virtual, call center, branches);
• Define and create support tools for employees (training, memory aids,? / Answer, decision trees...) and customers (leaflets / guides, web tools, support...);
• Define, compile, disseminate targets / measures / key indicators related to customer satisfaction and the lived / perceived experience;
• Contribute to the various Bank initiatives by identifying the Bank-Employee-Client impacts so as to ensure deployment in line with the paths and experience targeted;

Montreal, Quebec, CA

Développer et gérer les stratégies et tactiques de marketing mettant en valeur les services résidentiels de Bell (téléphonie, Internet, Télé) dans les points de ventes au détail (Espace Bell et autres détaillants national/indépendants), au Canada. Bâtir les plans trimestriels de tactiques (ou pilotes) pour les magasins tout en gérant le budget marketing.

Montreal, Quebec, CA

Gérer la performance des ventes du service Bell Internet dans les centres de télémarketing, Québec et Ontario, ainsi que sur le web (bell.ca). Analyser la performance des résultats et développer des plans d’actions afin d’assurer que les objectifs de ventes/revenues seront atteints. Développer des solutions afin d’améliorer la productivité des.

Montreal, Quebec, CA

Gestion du Programme de Loyauté de Bell (RealPlus Extra rewards): base de clients, partenaires de primes, promotion trimestrielle, gestion du budget Lancement/Gestion/Terminaison du Programme de Loyauté de Bell (TotalRewards): analyses, BRD, specs, base de données/relation vendor, formation, campagnes, communications, fin accélérée du programme.

Montreal, Quebec, CA

Support customers of Bell residential services (wireline, long distance, internet) in their use, optimization and billing.