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Thierry
Samson
Senior Client Success Director
Bazaarvoice
Thierry’s worked on advisory programs at forrester research, from the rise of dotcom to the digital social groundswell (2000-2012). Ever since, he’s been putting theory to practice with Bazaarvoice, by conducting voice of customer programs for brands and retailers, from the boom of online product reviews to today's surge of visual content. This authentic consumer-generated content travels across websites and apps, search engines and social networks, providing shoppers with the needed social proof when discovering products and services. Thierry consults with eCom, digital marketing and business technology leaders who aspire to build customer-centric brands, steer revenue performance and develop responsive organisations, in the age of the customer.
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29 May 2026 09:45 - 10:15
Fireside chat | Shifting mindsets and leading through change: Navigating CS teams through transformation
In this fireside chat, Dominique Duquennoy (Head of Customer Success EMEA, SS&C Blue Prism) and Thierry Samson (Senior Client Success Director, Bazaarvoice) share how they lead CS teams through periods of significant organisational change. From redefining roles and introducing new tooling to resetting cross-functional expectations, they’ll explore the mindset shifts required at both leadership and team level to make transformation stick. The conversation will focus on practical communication tactics, coaching frameworks, and leadership behaviours that build resilience, maintain morale, and keep teams energised—even when everything around them is evolving.