Laurence Wilmet
Customer experience trainer and facilitator.
Field experience and innovative tools to boost your performance
After more than 20 years in leadership roles in marketing, digital and customer experience at large companies (Wanadoo, Orange, Worldline), I founded KINGCUSTOMER to put this hands-on experience directly at the service of your teams. To guide you step by step in thinking through and building a customer-centric culture. To create value and customer engagement.
My methodology at a glance
My training courses and workshops combine my hands-on corporate experience with the best of proven models: Design Thinking, Design Sprint, collective intelligence. The goal is never theory for its own sake: each session is designed to produce concrete deliverables you can reuse the very next day. They aim to be a simple answer to an increasingly demanding reality: rising customer expectations, ever more complex multichannel environments, and the need to deliver concrete results in ever shorter timeframes.
- Results-oriented: you leave with something concrete, not just ideas
- Collective intelligence: we work together, not in silos
- Participatory training: focused on practice, no lectures
- Outcome-based teaching: we measure what matters
Certified expertise, built in the field
Hundreds of hours of customer testing and interviews
I set up and ran the Customer Test Centre at Orange Belgium for three years, helping to bring the customer’s perspective into the marketing process. This experience convinced me of the value of listening to the voice of the customer to save time and money: no more hours of sterile debate about what customers supposedly think, no more disappointing launches. A simple test with users helps anticipate and avoid many problems.
Certified in Design Thinking & Scrum Master
To pass on solid methods, I draw on my Design Thinking (Hasso Plattner Institute) and Scrum Master (PSM I) certifications. For me, they guarantee rigour and continuous updating on the industry’s best practices, always customer-centric and compatible with agile ways of working.
Leading customer experience transformation and relationship campaigns
To embed customer experience in day-to-day marketing, I draw on more than nine years of experience: first in customer experience transformation, then in managing automated relationship campaigns. Through these projects, I helped increase customer value and reduce churn. Hands-on experience, not just theory.
More than 50 training days a year since 2020
To teach effectively, I rely on active learning, grounded in practice rather than theory. And by training nearly 50 days a year since 2020, I have learned to adapt my approach to each audience: pace, exercises and level of complexity vary depending on whether people are starting out or going deeper.
Certified ANC practitioner (neuroscience)
To support change in your teams, I draw on extensive experience coaching teams with diverse profiles. As an ANC practitioner (Neurocognitive and Behavioural Approach), I invite your teams to identify their sources of motivation and fulfilment, develop adaptive intelligence to handle complex and sensitive situations without stress, and manage emotions, their own and others’, to ease communication and collaboration.
They trusted me
SWCS · Orange Maroc · Actito · Happy Farm · BRIFF · Agence Belge du Court Métrage · Capital VZW · I.Care asbl · StartLab.Brussels · Google Digital Atelier · FOREM Business · Bruxelles Formation
Shall we team up for your customers and users?
Every engagement is tailored to your context.