Olivier Arnoux

Chief Customer Experience Officer

Professional Overview
Olivier Arnoux is a seasoned customer experience strategist with over 20 years of experience in the hospitality, retail, and financial services industries. As the Chief Customer Experience Officer at Cegid, he is responsible for driving innovative customer-centric initiatives and overseeing the end-to-end customer journey to enhance brand loyalty and satisfaction.

Experience Summary

Current Role
As the Chief Customer Experience Officer at Cegid, Olivier leads a team of experienced professionals to design and implement comprehensive customer experience strategies. He works closely with cross-functional stakeholders to identify pain points, optimize customer touchpoints, and implement technology-enabled solutions that deliver exceptional service and drive business growth.

Career Progression
Prior to his current role, Olivier held various customer experience-focused positions at leading organizations, including Qualtrics - SAP, CXM Fab, BNP Paribas, and Accor. He has a proven track record of spearheading successful customer experience transformations, improving client satisfaction and retention, and aligning customer-facing operations with business objectives.

Academic Background
Olivier holds a Bachelor's degree in Business Administration from a reputable university, with a specialization in Marketing and Customer Relationship Management.

Areas of Expertise

• Customer experience strategy and design

• Omnichannel journey mapping and optimization

• Data-driven decision making and insights generation

• Customer-centric culture development and change management

• Innovative customer engagement and loyalty programs

• Performance measurement and continuous improvement

Professional Impact
During his tenure at Accor, Olivier led the implementation of a comprehensive customer experience program that resulted in a 15% increase in customer satisfaction and a 12% reduction in customer churn across the company's global luxury brand portfolio. As the Head of Customer Journeys at BNP Paribas, he spearheaded the digitalization of the retail banking customer experience, leading to a 20% increase in digital adoption and a 25% reduction in branch-related operational costs.

Conclusion
Olivier Arnoux is a visionary customer experience leader with a proven track record of driving transformational change and delivering tangible business outcomes. His extensive industry experience, strategic mindset, and data-driven approach make him a valuable asset in the ever-evolving customer experience landscape.