{"id":81724,"date":"2018-06-08T09:10:31","date_gmt":"2018-06-08T09:10:31","guid":{"rendered":"https:\/\/www.speakersacademy.com\/speaker\/laurence-vernier-palliez\/"},"modified":"2026-07-04T22:05:23","modified_gmt":"2026-07-04T20:05:23","slug":"laurence-vernier-palliez","status":"publish","type":"sa_speaker","link":"https:\/\/www.speakersacademy.com\/en\/speaker\/laurence-vernier-palliez\/","title":{"rendered":"Laurence Vernier-Palliez"},"content":{"rendered":"<p>Beginning her career in business, she spent 14 years at American Express France where she learned all the intricacies of service management on the ground: team management, use of sophisticated information and communication systems, customer-centered organization, real-time service management from the triple perspective of customer satisfaction, credit risk prevention, and fraud risk prevention.<\/p>\n<p>Involved multiple times in quality development projects, she decided in 1987 to make it her profession. For nearly 20 years now, she has been conducting consulting missions for leading companies in various sectors to help them take into account and improve the management of their customer satisfaction, both internal and external.<\/p>\n<ul>\n<li>1987 \u2013 1997: MSR, a consulting firm specialized in service quality, founded by Jacques Horovitz, (senior consultant, then associate director)<\/li>\n<li>1997 \u2013 2001: Quality Partner, consulting in service quality management<\/li>\n<li>since 2001: Clienteam, founder and majority manager<\/li>\n<\/ul>\n<p>A facilitator of trust-based relationships, she supports companies that have chosen to sustainably develop their value through stakeholder satisfaction: Client, Internal Client Collaborator, and Shareholders. She particularly helps managers understand how the perception of clients and collaborators is built over the course of daily interactions.<\/p>\n<p>Many companies have already placed their trust in her: Areva, Avirail, Disneyland Paris, DL software, Fraikin, Geodis Logistics, Intermarch\u00e9, La Fran\u00e7aise des Jeux, Monaco Marine.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Beginning her career in business, she spent 14 years at American Express France where she learned all the intricacies of service management on the ground: team management, use of sophisticated information and communication systems, customer-centered organization, real-time service management from the triple perspective of customer satisfaction, credit risk prevention, and fraud risk prevention. Involved multiple [&hellip;]<\/p>\n","protected":false},"featured_media":56277,"template":"","meta":{"_acf_changed":false,"_trash_the_other_posts":false,"editor_notices":[]},"sa_speaker_category":[38,138],"sa_language":[],"sa_employability":[283],"class_list":["post-81724","sa_speaker","type-sa_speaker","status-publish","has-post-thumbnail","hentry","sa_speaker_category-economics-finance","sa_speaker_category-governance-management"],"acf":{"sa_introduction":"Beginning her career in business, she spent 14 years at American Express France where she learned all the intricacies of service management on the ground: team management, use of sophisticated information and communication systems, customer-centered organization, real-time service management from the triple perspective of customer satisfaction, credit risk prevention, and fraud risk prevention.\n\nInvolved multiple times in quality development projects, she decided in 1987 to make it her profession. 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