The French Touch of Customer Experience told by Olivier Duha (Webhelp) in a new book

In 1998, a pioneering article « Welcome to the Experience Economy » written by B. Joseph Pine II and James H. Gilmore was laying the ground for the new consumer-centric economy that was then bound to flourish. Olivier Duha and Frédéric Jousset jumped on the bandwagon and founded Webhelp. Twenty-two years later, the company is one of the BPO main players and has a turnover approaching two billion. A success story about which Olivier Duha, cofounder and CEO, gives some keys in a new book, released today, Think Human, La révolution de l’expérience client à l’heure du digital (the revolution of customer experience in the digital age). Books about CRM and customer experience are numerous, what makes Think Human relevant is the way it sums up the evolution of business in the last century and provides the reader with six golden rules for customer acquisition. The book, available in French for the time being, is to-the-point, serious, in keeping with its author, who worked as a consultant at L.E.K. Consulting and Bain & company before becoming a (very) successful entrepreneur in customer experience,. According to En-Contact, it is a true Lagarde et Michard of customer experience (this is a series of textbooks about French literature that were used proficiently in the classrooms several decades ago). Let’s not forget that four out of ten companies in the top 10 of the BPO sector are French, and that modern business was born in the grands magasins a little more than a century ago. Son of a traveling shoe salesman, who ended up owning a few shops in the southwest of France, he is advocating for the importance of the human factor, now assisted by technology, in the digital age. Business-oriented, customer-centric readers are in for a treat.