Annual Conference speaker

Jean-Marc Dupont, Director EU Customer Service, Amazon

Jean-Marc is a seasoned and passionate Customer Service Executive. Having spent close to 20 years driving Customer Experience in fortune 500 companies across the globe, his experience with numerous operational and technical setups makes him a great sparring-partner in developing a CS blueprint. Always looking for the next innovation, Jean-Marc knows that the buck eventually stops with the smile of the employee dealing with the customer, who has to be cherished by the entire organisation. A strong believer in the fact that “the best customer service is no customer service”, he will always prioritise defect elimination over floor productivity, yet make sure that operational health factors are met, if only to demonstrate fairness to his teams. Jean-Marc currently leads Amazon’s European Customer Service, a 5-digit team of employees across 23 countries, and manages stakeholders across the entire business.

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