MEDIA 7 | June 11, 2020
Philippe Guiheneuc is the Marketing Director at Akio, a company that provides customer experience software platforms. It proposes cross-channel solutions that help you with customer engagement management, voice of the customer analysis and brand reputation monitoring.
In this Q&A, Philippe speaks about customer satisfaction, CRM, marketing strategies, challenges, branding, and more.
MEDIA 7: What inspired you to get into Marketing?
PHILIPPE GUIHENEUC: Coming from a family of officials, farmers and painters, I discovered the world of business at the ESSEC business school in Paris. I carefully avoided three subjects: Computer Science, with its flashy green dashboards on a black background, Accounting, for its remarkable ability to make me lose patience, and Selling, because I could not bear to be told no. Consequently, my first job was to sell accounting software!
Only fools refuse to change their mind. So I may be half intelligent, because althoughI have discovered a passion for businesswith its three components (communication-marketing-sales) and innovation, to the point of teaching storytelling in business schools, unfortunately I remain insensitive to the poetry of a P&L.
That's why I chose to work at Akio. Respect for customers is no longer just a professional obligation but an extraordinary lever for growth. Thanks to the Akio.Cx platform, I contribute a little bit every day to make life easier for customer agents, and that's what makes me happy.
M7: What core issue does Akio.Cx software aim to address and what sets it apart from the competition?
PG: Akio is the editor of the omnichannel call centre platform Akio.Cx. Our core mission is to turn complexity into simplicity!
In the context of increased competition, the quality of the response delivered to clients has become a major stake for all companies. However, the job of a customer advisor is becoming increasingly complex as customers use new channels to interact with companies.
With the customer service platform Akio.Cx, the customer service will develop a personalised experience for its clients, regardless of which channel they choose (phone, e-mail, chat, social media, etc.), thanks to unified client knowledge that is reinforced by semantic analysis.
In 20 years, Akio has built a solid base of references among the largest French companies (AxaBanque, Banque de France, MGEN, URSSAF, Air France, Interflora, Engie, GrDF; Sarenza, Kiabi, Arkea, BPI France Cora, LPM Dyneff, Grep, Ircem, Photoweb, Sandoz, MTP, VMmag, MSD, CAFAT, CGSS, OPT, Bruneau, AMDM, etc.)
Initially, the platform was provided ‘on-premise’, then through a ‘hybrid’ model, and since 2017 it’s provided as a ‘SaaS’ tool.
Recently, Akio announced a global partnership with Alcatel-Lucent Enterprise that will offer the Akio.Cx platform to all of its 800,000 customers. This alliance is coupled with a project linked to the notion of the "augmented agent", i.e. high-tech tools made available to customer service representatives to facilitate their work and help them gain in efficiency.
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