Philippe Rorteau

Driving the digital transformation of customer relations by ensuring seamless industrialization between business units and IT teams. Core Focus & Implementation: Data Intelligence & LLM: Integrating LLMs at the core of conversation flows to transform interactions into natural, fluid, and context-aware dialogues. Optimization & Automation: Maximizing response relevance and call deflection through a pragmatic approach focused on operational efficiency. International & Multilingual Deployment: Leading the expansion of the assistance Voicebot across international subsidiaries (Spain, Portugal, Benelux, Italy, Morocco). Managing linguistic dimensions and specific cultural requirements for each market. Goal: Delivering a high-performance omnimodal self-care solution, aligned with local market demands and global customer experience excellence.

Deployment of an Innovative Medical Voicebot for a Network of Clinics: A solution designed to support patients throughout their care journey, providing personalized follow-up and collecting post-operative information to ensure optimized patient care. Speech Analytics Transversal overhaul of business processes Automation and artificial intelligence mastered by the support professions Data Driven Management - Self-servicing - RPA

Agile@Scale - Open Source - Software Platform for oversight

Redesigning of the central order management application of sharing infrastructure and interconnections services from Orange networks: Civil Engineering, Mutualization Infra Fiber Optics and RIP. Proposition of redesign plan transformation in agile mode. Co-design in transverse of the new business order processes platform from marketing to operational delivery team.

Management of the mobile and things insurance ecosystem on the sinister part and customer care Lower costs to increase P&L insurance and digitalization of customer insurance paths Product Owner SFR Security - Anti-Phishing & Data Protection- App and Web service Self-servicing: on-line claims processing path in partnership with insurers and TPA (e-declaration) Design Launching a Security App of Password Protection with F-Secure Set up of an Expert system to optimize repair / replacement damaged device and a Datamart Insurance to optimize P & L Insurance Perfect control of the Affinity Insurance ecosystem and levers for optimizing P & L Expertise in security and personal data (Hardware - Cloud - Network access)

Team Management of 6 Product Owner Development digitalized acts and enhance UX of existing routes (IVR, Web and App) Increase of 21% of digital acts in 2009 - 100% of the acts available online (web and App) Design and launch of the SFR My Account App (Android and IOS based). Setting up of online loyalty program and predictive churn (emailing, sms and push app). Launch of SFR 4P and fiber People and Program Management - Reduced management costs avoidance of customer calls Budget management ( >€2 billion )and prioritization of projects in Lean Management mode Re-engineering of processes and implementation of expert systems (robotization)

Digitalization of customer processes (stores, call center and web) Design and specifications of a multichannel CRM backend Implementation of the churn detection for subscriber base (targeted actions of predictive churn and man-agement of retention campaigns with the call center) Launch of emails treatment and click to call – After Sales Service: renewal ISO9001 certification in 2006

• Audit mission electronic payments and trade policy on commissions fees • Design of intranet banking procedures and the first customer website (www.creditmutuel.fr/cmmabn/fr)