Marie Verchère

Marie Verchere has a master’s in corporate finance and a rich career routed in the evidence-based analysis of businesses. Beginning during her years in a merger and acquisition company, Marie has developed and refined a methodical approach to evaluating businesses, gaining experience in numerous sectors.

Much of her career has been in the organisations from which Odigo evolved, starting in 2012 at Prosodie-Capgemini in the consulting department. This professional step brought her into the customer experience and contact centre world. Using quantitative and qualitative means Marie began to audit contact centres, leading workshops and analysing strategies for their impact on customer satisfaction.

From 2015 Marie worked for Capgemini Invent developing her skills and seniority in customer experience consulting. This high-level analysis and advice necessitated an in-depth understanding of contact centre working processes, priorities and pain points. The role also involved first-hand experience and responsibility for project management and coordinating optimal deployment.

Since 2020, as the Deputy Director of Odigo Experience Services, Marie has been able to pursue her passion for quality service. She helps Odigo clients to operationalise human-focused solution-driven recommendations, based on her experienced analysis of their contact centre needs.

Keeping up to date with use cases and practical solution applications allows Marie to offer advice and optimise the evolution of client contact centres and their services. Her role requires both imagination, to envision development pathways, and organisation to plan for and manage the complexities and ramifications of the changes she helps implement.

Marie’s detailed knowledge of activity models and the interconnectedness of the contact centre environment makes her an expert in performance optimisation and the impact of the link between agent and customer experience: the symmetry of attention.