Philippe Laulanie | Ex-Lead Distribution Retail Banking | BNP Paribas

Acemis is one of the few outside, long-standing partners that helped design and rollout “Multichannel Banking”, the BNP Paribas Group’s Retail distribution model. Based on channel integration, contact development and customer satisfaction, BNP Paribas has used the model since 1998. Product sales are the result of reinforced customer relations and services; its goal is long-term increase of customer satisfaction. BNP Paribas took advantage of the team’s availability and practical approach, their know-how in Customer Service Centers and their expertise on customer vision as a whole.


Since 2001, Acemis has used its expertise to structure all aspects of customer service centers in France: customer journeys, training, organization, skills, steering. Over the years, they have provided support as we naturally evolved (specialized sales units, management). Drawing on their domestic expertise in France, Acemis took part in the Group’s model rollout abroad (Italy, Belgium, Morocco, Turkey, the United-States in particular) since 2007.


Philippe Laulanie is former Retail-Banking Distribution Director at BNP Paribas and worked with ACEMIS. He is also INRC’s Vice-President (National Customer Service Institute) and an EFMA Board Member (European Financial Management Association).