Learn about & connect with the people behind Teresa Monroe
Our mission? To help organizations elevate their employee and customer experiences through innovative and impactful solutions.
In a low-growth world, delivering exceptional experiences is more crucial than ever. Customer satisfaction is a driver of financial performance, both economically and in the stock market. By combining a customer-centric approach with an employee-focused strategy, we ensure the optimization of our efforts: after all, happy employees create happy customers.
Our team of experienced consultants works closely with executives, business owners, and HR professionals to ensure that your company not only meets but exceeds the expectations of your employees and customers. With a global presence, we offer personalized service no matter where you are.
How we resonate
- Customer and Employee Experience: These are two sides of the same coin. A great customer experience starts with a great employee experience. We help you create a work environment where your employees feel valued and motivated, which in turn leads to exceptional service for your customers.
- Expert Curation and Innovation: Our team brings together diverse expertise to create innovative solutions tailored to your business needs. From customer satisfaction surveys to implementing state-of-the-art tools like Qualtrics, we've got you covered.
- Community and Collaboration: We believe in the power of collaboration. Our partnerships with leading organizations and our involvement in community initiatives like Institut Télémaque demonstrate our commitment to making a positive impact both within and beyond your organization.
teamwork makes the magic happen
We're more than just consultants; we’re your partners in success. We're passionate about creating meaningful experiences that resonate with your employees and customers alike.
Philippe Printz
Philippe, a seasoned Project Manager Officer, brings 15 years of expertise in market research, data, and experience management. He excelled in leading Airbnb’s customer service in France and is skilled in project management, CX strategy, and technical implementation. Philippe is now expanding his focus to employee experience and engagement.
Corentin Bruneton
Corentin is a seasoned Technical Lead at Teresa Monroe, known for optimizing technological solutions and navigating complex integrations. Formerly at Qualtrics and JET, he managed EMEA customer accounts and pioneered analytics divisions. With a background in Applied Statistics and data analysis certifications, he excels in data-driven decision-making.
Louis Le Monnier
Louis Le Monnier joins Teresa Monroe as a Technical Consultant, bringing expertise from his Master’s at NEOMA Business School and a one-year apprenticeship focused on Customer Experience (CX). He has collaborated with major companies, is certified in CX Qualtrics, and excels in project management and technical implementation.
Desirree Madison-Biggs
Desirree has 25+ years of leadership in Customer Experience, Sales, and HR across startups and Fortune 500s. She led VoC at Airbnb and Net Promoter at Symantec. As a founding CXPA member and leadership coach, she excels in CX strategy, team building, and creating customer and employee feedback programs.
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Andrea Montuschi
Andrea, with 25+ years in employee experience, has worked with top firms like Willis Towers Watson and Qualtrics. Specializing in organizational climate and HR consulting, he improves engagement and performance. A certified business coach and public speaker, Andrea fosters innovation, creativity, and diversity in global organizations.
Marine Juret
Marine Juret has 4 years of experience in customer satisfaction and the luxury sector, working in real estate and CSE ticketing. She has been a sales advisor for French luxury perfume houses and excels in project management, proficient in Qualtrics and Zendesk. Marine is fluent in French and English.
Vanessa Pedrini
Vanessa Pedrini, with 2+ years in customer experience, employee engagement, marketing, and management, has developed training programs at Audemars Piguet and managed projects for Adeo and Leroy Merlin. An EHL alumna, she is Qualtrics certified, proficient in WordPress, HTML, and CSS, and joined Teresa Monroe in 2022.
Yasmine Mekouar
Yasmine has 3+ years in cross-functional project management, leading Voice of Customer programs for CACF, Clarins, and ASML. She specializes in CX strategy, project management, data mining, and data warehousing. Fluent in French, Arabic, and English, she is a certified Qualtrics expert with experience in ECM solutions.
Fabrice Sabatier
Fabrice, with over 20 years of experience in customer relationship and experience management, has worked as a consultant in various sectors for 14 years and as a CRM Program Manager for 5 years. Certified in Qualtrics EX and CX, he excels in project management and is bilingual in French and English.
Jonas Roux
Jonas has 15 years of market research and data management experience. He led a voice of the customer program at Keolis Group and excels in statistics, data visualization, and digital tools. Proficient in JavaScript, HTML, and CSS, he integrates Qualtrics XM with IT systems and is fluent in French and English.
Roman Grau
Roman has 3+ years in customer experience, employee engagement, marketing, and management. He has worked with clients like Veolia, Ledger, and Vival, and led Qualtrics training for Videotron. Roman is skilled in CX strategy, Wordpress, PHP, JavaScript, HTML, CSS, Google Ads, and Analytics. He also has freelance web development experience.
Jaime Valle
Jaime, a Customer Service Expert with over 10 years of experience, built the CX Program at Sedex and served as Customer Service Manager at Sedex and GSK. He joined Teresa Monroe in 2023, working on CX programs for ASML, Legrand, and Manutan. He's Lean 6 Sigma Green Belt Certified and a CXM finalist.
Stéphanie Gandon
Stéphanie, with over 20 years in Strategy, Digital Transformation, and Experience Management, has held significant roles at Accenture, Ingenico Group, and Flowbird Payment. She co-founded Club CX and joined Teresa Monroe in 2023 to enhance customer experience strategy. Certified in Design Thinking and Sustainability Leadership, she excels in cross-functional leadership.
Romain Gérard
Romain has 10 years of experience in Management Consulting and Experience Management, having worked at Accenture and a start-up, serving clients in various industries. He joined Teresa Monroe in 2020 and has international experience in Finland, Hong Kong, and the USA. Certified in Design Thinking, he is a volunteer with Konexio & Télémaque, and excels in project management, management consulting, and CX strategy. Proficient in French and English.
Louis Appia
Louis, a senior consultant at Teresa Monroe, has 28 years of management experience. He specializes in CX program management and has held roles as an entrepreneur in Switzerland, a project manager in Abu Dhabi, and a Sales Director at Microsoft and Symantec. Louis is an expert in CX measures, international project management, and B2B strategies, and is a certified Qualtrics expert.
Florence Lagrange
Florence boasts 20+ years in finance, co-founded "The Customer Excellence Award" in 2017, and managed an equity fund using client satisfaction as a criterion. She served as Director of non-financial research, recognized as a CX Champ by Forrester in 2019. Fluent in French, English, and German, she excels in CX and project management.
Philippe Dumont
Philippe has 30 years of international experience in General Management, Sales, and Marketing. He has held leadership roles at Symantec and Microsoft EMEA, and is a seasoned digital and mobile entrepreneur. Philippe is an expert in CX and EX strategy, project management, and digital leadership, with a proven track record in driving organizational change. He is also Qualtrics certified.
Nathalie Vaillant
Nathalie excels in cross-functional leadership and is a proficient change and transformation agent. She has a strong focus on process improvement and effective project management. Additionally, she is a recognized subject matter expert in Customer Experience (CX).
Hard work, dedication, and people like you got us here
While we're working with some of the biggest names around, every story starts somewhere.
Team-Centric Vision
At the heart of Teresa Monroe is a steadfast vision to revolutionize customer experience and engagement across diverse industries. Our core philosophy is deeply rooted in the belief that understanding and addressing the evolving needs of customers is paramount to organizational success. By leveraging innovative technologies, comprehensive data analytics, and a client-centered approach, we aim to create meaningful and lasting impacts on the businesses we partner with.
Our vision transcends mere service provision; it is about instilling a customer-centric mindset that permeates every aspect of an organization, fostering a culture where enhancing customer experience is viewed as a collective responsibility.
Commitment to Continuous Learning
We recognize that employee engagement is inextricably linked to customer satisfaction; thus, we focus on strategies that also elevate the internal experiences within organizations. By aligning employee goals with the broader mission of exceptional customer service, we cultivate an environment where employees feel valued, motivated, and equipped to contribute towards achieving our shared objectives.
This holistic approach ensures that the improvements in customer experience are sustainable and deeply ingrained within the organizational framework.
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Imprint Growth and Innovation
We're commited to staying ahead of industry trends and advancements, constantly seeking new ways to enhance our solutions and methodologies.
By fostering a culture of research, learning, and adaptation, we ensure that our clients benefit from cutting-edge insights and practices. This dedication to innovation not only helps our clients maintain a competitive edge but also ensures that we can adapt to the ever-changing landscape of customer expectations, ultimately achieving sustainable growth and long-term success for everyone involved.
Customer testimonials
We love working with our clients, and so do they.
Teresa Monroe’s teams helped us create a unique customer experience measurement tool, tailored to Leroy Merlin’s DNA.
Thanks to this, we listen to our customers in real time on all the customer paths in a customer centric approach. An extremely professional methodological and human support.
Edouard Delemme
Project Manager for studies and foresight
Customer experience is in Videotron's DNA, and we make concrete efforts every day to maintain our leadership position in this area. We continuously measure the performance of our products and the satisfaction with the service provided by Videotron employees.
Competent, rigorous, agile, available, collaborative: Teresa Monroe's resources played a key role in the successful implementation of the Qualtrics platform at Videotron and acted, throughout the integration, as a business partner concerned with the quality of deliverables and the respect of deadlines.
Sonia Vincent
Senior Analyst, Market Research & Strategic Analysis
Without being above ground, this medium-term strategy has been associated with a pragmatic road map with short-term actions: customer satisfaction survey, identification and updating of personas and customer journey, implementation of tools, kpis, processes , rituals, benchmark…
So many topics covered effectively both by the seriousness and professionalism of the Teresa Monroe team and because now they have become a Legrand team. Our goals are theirs and this is how we can move forward with confidence and efficiency.
Jérôme Boissou
CX Program Project Leader
Ready When You Are - Let's Work Together!
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