00:00Good afternoon. Club Med business is happiness. And what I want to share with you this afternoon
00:10is how artificial intelligence can bring to it. But before diving in that, let's celebrate
00:22together the 55th anniversary of Club Med, 75 years of innovation dedicated to creating
00:34unforgettable moments of happiness, true holidays with l'esprit libre.
00:56At Club Med, it's been a long time for a long time, but it's been a long time for a
01:19long time.
01:19At Club Med, innovation tries to align with our unique lifestyle promise, human-centric
01:29hospitality. Our strategic pillars since 10 years, Happy Digital, guides us to enrich our
01:38customer experience, our 1.5 million clients, empower our 25,000 employees that we call
01:47GEO, and uphold our brand identity. And today, I would simply like to share with
01:54you three concrete examples, among others, and showing the strategic, pragmatic, and I believe
02:04responsible approach we have of AI. But obviously, we had first to create a foundation. In 2022,
02:16we aggregated 2.1 billion data points from commercial, customer, and operational areas into a global data
02:29factory. And now, we are processing every day, 5 million data points in nearly real time.
02:40How we could do that? It's through our integrated business model, where 73% of our customers are coming
02:48directly to us, so we have exceptional data quality. And then, during the last two years, we invested in building
02:59an AI
03:01and agentic platform, which is driving efficiency and enhancing experience across our entire operations, from HR to CSR.
03:13Let's see three examples of it. First, what we call GM Co-Pilots, our first intelligent sales assistant.
03:24Our global presence allow us to see opportunities to develop new things in various parts of the world. And we
03:32saw in our second market in the world of France, which is Brazil, that WhatsApp was becoming a tool to
03:39prepare and then to book holidays.
03:41So, we identified WhatsApp as a promising new booking method, allowing to enhance and personalize our approach, our clients, and
03:54to have 24-7 operations.
03:59And then, already, we extended it to 12 markets. Results have been outstanding.
04:0912,000 conversations across 12 markets by month. 30% already fully automated. And 40% of them take place
04:24when our call centers are closed.
04:27So, it is an additional opportunity of business and contact with our clients. Second example, Geomatch.
04:36This is transforming our talent management. At Club Med, happy teams make happy clients.
04:48So, we have to manage a very special system, which is seasonal rotations, as our geos, southern of them, are
04:59traveling.
04:59It's a very complex process, but it is at the core of our DNA of what our clients are looking
05:08for.
05:09So, our solution, Geomatch, leverages machine learning and automation to efficiently assign geo based on their skills, on their languages,
05:24and on many other specific criteria.
05:28For this summer, 40% of our geos has been affected through this system.
05:38And for the HRBP, who are doing this job, it saved 25% of their time, which is now used
05:47to more strategic tasks, and more importantly, to have a personal and direct contact with our geos.
05:54Third example, Gentle Writer and AI-powered image indexation.
06:04Clamed, the unique and only global holiday brand, has a distinctive brand identity.
06:13And it depends bespoke AI tools.
06:18Off the shelf model is not sufficient to align with our brand identity, which has and should have a special
06:27tone of voice and markers.
06:28So, it's why we collaborated with teams to create Gentle Writer for having content aligned precisely to our climate tone,
06:42and an image recognition tool, which is tailored specifically to our visual identity, which is significantly enhancing our management content
06:55efficiency.
06:56If I just take these two AI tools for the process I'm speaking about, that they have increased efficiency tenfold.
07:08These three examples are now examples of what we are trying to do more globally, based on trust and talent.
07:21Our strategy is anchored by ethics.
07:28We have developed for AI, alongside Sorbonne Professor Jean-Gabriel Ganassia, principles that we review quarterly for fairness, transparency and
07:42privacy.
07:45Compliance.
07:46Compliance.
07:47Obviously, we fully align with the EU AI Act, but we have also developed specific partnership with Thales and Google
07:58to secure our sensitive HR data.
08:04Sustainability.
08:06Each of our AI initiative and model are measured by their economic costs and their carbon footprint.
08:15Education.
08:17Over 800 of our staff are being trained in AI, and we have developed our own secure tool, Climate GPT,
08:29who has already handled 80,000 queries from close to 2,000 geos, and leadership.
08:39Artificial intelligence is not just a technical expertise.
08:43It's obviously, and it will even more in the future, impact the managerial posture, which should now be focused on
08:56leadership, because knowledge is done by the machine.
09:01Everything is about now what will be understood and integrated by leader on a strategic vision.
09:11I personally believe that an organization can only use AI effectively if it can complement human strengths, support problem solving,
09:23enable innovation, and boost productivity, and this through leadership skills.
09:32This is what we try to do at Club Med.
09:37We have, for the company, very strong ambition, become one of the most iconic global lifestyle brands, double our size,
09:47reach a 15% operating margin, and elevate further sustainability.
09:54Those are our long-term global objective of our company project Forever Young.
10:01And we believe in this project that artificial intelligence and agentic technologies are vital partners achieving these goals.
10:12And we believe that they are key positive factors to succeed in this happiness business.
10:21Thank you, and I wish you excellent holidays at Club Med.
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