Daniel Lafrenière is a speaker, author and consultant in the field of customer experience. He has more than 30 years of experience in the field. During the years, he has regularly given hundreds of keynotes and training sessions on customer experience in Canada, the United States, and Europe.
He currently works as a customer experience consultant for companies in a wide array of industries, including finance and banking, pharmaceuticals, insurance, tourism, transportation, healthcare and retail.
From 1992 to 2006, he taught at the Bachelor’s and Master’s degree level at Université Laval and was also a guest professor at Université de Montréal and Université de Lyon in France.
He is the author of 7 business books, including: Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction Into Customer Relationships (2019), Les dessous de l’expérience client (2018), De kessé l’expérience client? (2017), Le petit guide de la grande expérience client (2012) and Talk to me – Get personal. Get relevant. Get more customers! (2010).
His comments and recommendations have been read and heard in business newspapers, business news programs on television and radio:
