Julien is in charge of our Experience Management initiative, putting customers and employees at the heart of transformation projects. This approach involves a wide range of practices: organizational CX/EX governance, customer-centric culture set-up, journey mapping, improvement frameworks (Design Thinking, UX design, Lean Management), survey building (NPS, CES, CSAT), metrics and measurement methods, strategy canvases (Business Model Canvas, Strategy Maps), and applied behavioral sciences amongst others.
