It was in the late 2000s, at SFR, that François Julia developed a taste for customer relations, and realized that any corporate strategy must find its source there. He then became Director of Customer Relations at Mediaserv, where he created the department from scratch and took initiatives to combat churn and stage the multi-channel customer experience. His career took a turn when he joined OUI.sncf in 2016, first as Director of European Operations and then Director of CR France Europe. In 2020, he moved over to the carrier side, taking over as Head of Remote Customer Relations Operations at SNCF Voyages, with its 800 agents handling some 5 million customer solicitations every year.
François Julia
