40 years in field of operations, customer relationship & customer experience management in international environment (20 years abroad) 1) Expertise: 25 years of Customer Service senior management worldwide in both residential and corporate customers markets. a) Productivity optimisation. b) To position these organisations as number 1 in customer satisfaction. c) To leverage the service as a source of additional revenue. 2) Earlier: 15 years consulting for european leaders in the industry and service (steel, chemistry, food, car, distribution, R &D, computer, telco, etc ...): transformation, quality and productivity management, with high ROI.