AI Will Reshape Customer Support — Are You Ready to Evolve?

1. Discovery & readiness

Assess current support workflows, identify gaps, and define success metrics.

2. Self-service & basic automation

Establish a robust knowledge base, deploy chatbots for FAQs, and deflect repetitive tickets.

3. AI-driven triage & routing

Use AI to classify and prioritize incoming requests, reducing agent burnout and wait times.

4. GenAI & advanced conversation

Implement LLM-based chatbots to handle complex queries, ensuring consistent, high-quality responses at scale.

5. Predictive & proactive support

Leverage machine learning to anticipate customer needs before they arise, boosting satisfaction and retention.

"I enjoyed our collaboration a lot as working together with someone like Thibaut; positive mindset, kind personality, great expertise, is nothing less than a great pleasure.Thibaut always keeps calm, is a great communicator and team player and stands out for his thoroughness in (budget)planning and data insights."

Renée Bekker Zalando

"Thibaut is a very dedicated and knowledgeable Customer Experience expert. I had the pleasure of working with him on many initiatives, ranging from prioritizing and addressing customer pain points to brainstorming how to innovate service to increase overall consumer satisfaction and long term retention."

Chiara Piccolo Adevinta

"His knowledge and experience in the CX trends and latest tech innovations make him highly flexible, adapting quickly to changing circumstances and always seeking new and out-of-the-box solutions. Thibaut is great at focusing on the big picture and aligning the team on the strategic direction, even in a fast growing, fast paced and dynamic environment such as Otrium."

Svitlana Gaunt Miro

"Thibaut made a huge difference in my team. 1. His ramp-up time was almost null as in, he quickly understood the full picture and the state of our customer success operations. 2. We created a roadmap together, he challenged it a lot and only with relevant insights.
And 3. he executed on this roadmap very efficiently. He has the perfect blend between doer-mentality and strategic thinking. Moreover, his responsiveness and sharpness made the collaboration it very easy. And finally, he demonstrated an outstanding accountability and commitment to our mission."

Valentine Michaud Studocu