Didier Bourhis

Background

About Didier Bourhis

After several years in consultancy groups, I joined SNCF Voyages. I started to work on digital tools which ease train distribution abroad from the booking until the payment. In that position, I discovered agile methods, and managed several Product Owners who contributed to a better conversion rate and feed the convergence between Markets. After, I was in charge of SNCF customer relationship dept to define strategy and to deliver program such as service cloud (salesforce) implementation to manage front office (calls, emails, tchat) & back office (claims) contacts. I joined Innovation dept to deliver digital products for a better employee experience. An opportunity to spread agility / design culture in our organisation. Now, I am in charge to build an "Academie" to increase employee engagement and develop our specific skills to guarantee memorable "Voyages" for our customers.