On January 21, 2025, the first Club CX event of the year brought together customer experience experts to explore a crucial theme: "How ADEO Bridges Business Performance and People Experience." Sponsored by AlloBrain, the event showcased innovative perspectives on balancing performance and humanity while highlighting cutting-edge technologies that are transforming customer interactions.

Renowned speakers such as Carlos Erazo Molina, Employee and Customer Symmetry Business Leader at ADEO, and Andrea Montuschi, Employee Experience Advisor at Teresa Monroe, shared key insights into the trends shaping the future of Customer Experience (CX) and Employee Experience (EX).

Club CX: A Spotlight on Performance and Humanity

Centered around the theme "How ADEO Bridges Business Performance and People Experience," the event highlighted strategies that help businesses achieve commercial goals while maintaining a human-centric approach. It featured inspiring presentations, interactive discussions, and networking opportunities where attendees exchanged ideas and experiences.

ADEO: A Strategic Vision Rooted in Humanity

As a leader in the home improvement and DIY sectors, ADEO encompasses iconic brands such as Leroy Merlin, Bricoman, and Zodio. Their strategy emphasizes experience symmetry, placing both employees and customers at the core of every decision.

🔍 5 Key EX Trends:

1. Quantified Organization: Leveraging data to personalize experiences while keeping the human element central.
2. Human Sustainability: Promoting employee well-being and a strong sense of belonging.
3. Employee Empowerment: Introducing flexible management approaches to boost engagement and autonomy.
4. The Power of Imagination: Strengthening skills like curiosity and empathy in the face of technological advances.
5. The End of Traditional Work: Embracing flexible work models to prioritize skill development and growth.

AlloBrain: Redefining CX with AI

As the event's main sponsor, AlloBrain showcased its innovative solutions that are reshaping how businesses handle feedback and customer interactions.

Quality Monitoring: Elevating Excellence in Every Interaction

Powered by AI, AlloBrain’s Quality Monitoring enables companies to analyze omnichannel interactions, identify areas for improvement, and track key performance indicators (KPIs). These insights drive consistent and optimized experiences, critical for customer loyalty.

5 Key Benefits of Quality Monitoring:

• Omnichannel Analysis: Gain a comprehensive view of customer interactions across all channels.
• Proactive Problem Detection: Identify and resolve issues before they impact the customer experience.
• Continuous Improvement: Measure performance and adjust strategies for maximum impact.
• Tracking Essential KPIs: Access precise insights for informed decision-making.
• Process Optimization: Boost team efficiency and productivity.

Voice of the Customer (VoC): Capturing Authentic Feedback

With solutions like AlloIntelligence, AlloBrain helps businesses collect spontaneous, insightful feedback and turn it into strategic actions. This ensures companies can respond effectively to customer expectations while enhancing satisfaction and loyalty.

5 Key Benefits of Voice of the Customer:

• Real-Time Analysis: Access instant insights for quick and effective actions.
• Trend Detection: Identify emerging customer expectations and behaviors.
• Enhanced Personalization: Tailor services to meet customer needs precisely.
• Opportunity Identification: Leverage insights to innovate and differentiate.
• Loyalty Improvement: Create memorable experiences that retain customers.

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ADEO and AlloBrain: A Winning Collaboration

During the event, ADEO shared how AlloBrain’s solutions have helped improve internal processes and strengthen customer interactions. By adopting tools like AlloReview, AlloIntelligence, and AlloBot, ADEO has created a virtuous cycle of enhanced customer satisfaction and employee engagement.

Why Partner with AlloBrain for Your CX Goals?

The Club CX event showcased how AlloBrain’s innovative solutions are shaping the future of customer and employee experience. By blending advanced technology with a deep understanding of human interactions, we support businesses in refining their approach to CX and EX.

Whether it's optimizing contact center performance, gathering actionable feedback, or analyzing omnichannel interactions, AlloBrain offers tools designed to make a meaningful difference. Together, we can transform everyday interactions into opportunities for growth and stronger connections.

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