AI and customer experience: Olivier Cohn advocates for automation in service of humanity
In Cannes, at the All4Customer Meetings 2026, Olivier Cohn, CEO of Best Western France, defended a pragmatic conception of artificial intelligence: automate what can be automated to restore value to moments when human presence becomes essential. His intervention raises a question that extends far beyond hospitality: as AI becomes commonplace, where will the real differentiation...
Customer service: the real question is no longer how much to automate, but where to stop
Companies are seeking to automate their customer relationships more and more. Yet, the automation rate should not be an objective in itself. As artificial intelligence absorbs simple requests, it concentrates complex situations in human hands. The real challenge is therefore no longer just knowing what technology can automate, but deciding where automation should stop. This...
WWDC 2026: What Business Leaders Should Take Away from Apple’s AI Strategy
By Pascale Caron Each WWDC conference is traditionally presented as an essential event for developers. However, limiting the 2026 edition to a succession of technical announcements would be to miss its main lesson. Apple has not simply unveiled a new version of Siri or enriched its ecosystem with new features. The company has confirmed a...
AI and Luxury: Innovations and Trends from the Meaningful AI Summit 2025
Artificial Intelligence in the Service of Luxury: A Look Back at the "Meaningful AI: Vogue Business and Google Luxury AI Summit" The 2025 edition of the "Meaningful AI: Vogue Business and Google Luxury AI Summit" was recently held at Google France, bringing together a prestigious ecosystem of luxury and technology leaders. This event offered a...
The Rise of Technology in the French Luxury Industry
French luxury — embodied by iconic houses such as Louis Vuitton, Chanel, Dior, and Cartier — is investing heavily in new technologies to enhance the customer experience and strengthen its excellence. Whether it's artificial intelligence (AI), NFTs and the metaverse, or blockchain for traceability, these innovations enable brands to combine tradition with modernity. Artificial...
Emotional AI: The Cornerstone of Customer Experience at Edenred
Onepoint Revolution Summit: Emotional AI at the Crossroads At the Revolution Summit organized by Onepoint, Damien Nuyttens—Customer Experience and Operations Director at Edenred—and Sébastien Billet—Partner Marketing & Customer Relations at Onepoint—discussed the evolution of artificial intelligence in customer relations. Specifically, they explored the role AI can play in understanding—not imitating—human emotions. Far from being a...