Hey there! I’m Audrey Chatel, and I’ve spent over a decade figuring out what makes customers tick, smile, and stay loyal.
The Accidental 7-Year Love Story
My CX adventure kicked off at Europ Assistance, where a “quick project” turned into a 7-year journey. I walked in as a digital project manager on a short contract and ended up leading digital and marketing for an entire business unit. Funny how the best opportunities sneak up on you, right?
Here’s the thing: I never stop learning. While working full-time at Europ Assistance, I decided to pursue an MBA in Digital Marketing and E-commerce part-time. My background was in communication, but I knew the digital world was evolving fast, and I wanted to stay ahead of the curve. Those late nights juggling work and studies? Totally worth it.
Testing my own theories
But here’s where it gets interesting. Instead of playing it safe, I launched Agents Digitaux, my own agency. Why? Because I wanted to see if Design Thinking and Agile could work their magic across different industries. Spoiler alert: they absolutely can.
The Challenge I couldn't refuse
Then Philip Morris came calling with a challenge I couldn’t resist: lead their digital omnichannel consumer strategies for IQOS. Challenge is my driver, so I closed my agency and dove in. We weren’t just launching a product; we were embedding customer-centricity into the company’s DNA.
Humanizing the Industrial Giant
These days, you’ll find me at Schneider Electric, where I’ve been cooking up digital customer experience strategies that transform how we connect with clients. Each role has pushed me further, taught me more, and reinforced my belief that great CX isn’t just about processes; it’s about creating genuine connections.
