{"id":465371,"date":"2023-02-02T06:24:54","date_gmt":"2023-02-02T14:24:54","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/principales-statistiques-dexperience-client-a-connaitre-en-2023"},"modified":"2023-10-09T23:18:12","modified_gmt":"2023-10-10T06:18:12","slug":"top-customer-experience-stats-to-know-in-2023","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/top-customer-experience-stats-to-know-in-2023","title":{"rendered":"Principales statistiques d&rsquo;exp\u00e9rience client \u00e0 conna\u00eetre en 2023"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row][vc_column][vc_column_text]<span class=\"TextRun Highlight SCXW114889928 BCX0\" lang=\"fr-FR\" xml:lang=\"fr-FR\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW114889928 BCX0\">Les meilleures donn\u00e9es racontent une histoire. En mati\u00e8re d&rsquo;exp\u00e9rience client, les meilleures histoires sont celles de <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">parcours<span class=\"NormalTextRun SCXW114889928 BCX0\"> flu<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">ides<\/span>, d&#8217;employ\u00e9s engag\u00e9s et de technologies agiles. <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">Le fait de conna\u00eetre les attentes des clients et les failles dans l&rsquo;exp\u00e9rience client peut vous aider \u00e0 savoir o\u00f9 porter vos efforts <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">au cours <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">de l&rsquo;ann\u00e9e \u00e0 venir. <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">Ce blog s&rsquo;int\u00e9resse<\/span> <span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW114889928 BCX0\">aux principales statistiques<\/span><\/span><span class=\"TextRun SCXW114889928 BCX0\" lang=\"fr-FR\" xml:lang=\"fr-FR\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW114889928 BCX0\">que chaque<\/span><\/span><span class=\"TextRun Highlight SCXW114889928 BCX0\" lang=\"fr-FR\" xml:lang=\"fr-FR\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW114889928 BCX0\"> responsable<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\"> de l&rsquo;exp\u00e9rience client <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">doit<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\"> conna\u00eetre <\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">pour obtenir un avantage concurrentiel en 2023<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\"> et au-del\u00e0<\/span><span class=\"NormalTextRun SCXW114889928 BCX0\">.<\/span><\/span>[\/vc_column_text]<style type='text\/css'>\r .component.card { border: solid 2px #ff4F1F!important; } .component.card h4 { font-size: 1rem!important; font-weight: bold!important; display:inline; }\r <\/style>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2><span class=\"TextRun Highlight SCXW132611867 BCX0\" lang=\"fr-FR\" xml:lang=\"fr-FR\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW132611867 BCX0\">La fid\u00e9lit\u00e9 est en jeu lorsque les attentes en mati\u00e8re d&rsquo;exp\u00e9rience client r\u00e9pondent \u00e0 la r\u00e9alit\u00e9.<\/span><\/span><span class=\"EOP SCXW132611867 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">70\u00a0%<\/span> des consommateurs d\u00e9clarent qu&rsquo;on peut conna\u00eetre la valeur d&rsquo;une entreprise \u00e0 la qualit\u00e9 de son service, dont un tiers affirme que le service client est toujours compliqu\u00e9.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">n\u00b01<\/span> Pour les consommateurs partout dans le monde, la r\u00e9solution au premier contact est le facteur le plus important dans une interaction de service. Les entreprises privil\u00e9gient d&rsquo;autres choses\u00a0: la convivialit\u00e9, le professionnalisme et la rapidit\u00e9.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">38\u00a0%<\/span> des consommateurs ont utilis\u00e9 un chatbot au cours des trois derni\u00e8res ann\u00e9es. Seulement 25\u00a0% se disent tr\u00e8s satisfaits de leur exp\u00e9rience avec un chatbot.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-center nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">80\u00a0%<\/span> des consommateurs affirment que les entreprises gagnent leur confiance et leur argent lorsqu&rsquo;elles offrent des exp\u00e9riences personnalis\u00e9es. Toutefois, seulement <span class=\"font-swb text-26 text-orange\">60\u00a0%<\/span> des responsables de l&rsquo;exp\u00e9rience client affirment que les exp\u00e9riences propos\u00e9es sont \u00ab\u00a0quelque peu personnalis\u00e9es\u00a0\u00bb.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb][vc_column][vc_column_text]<\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em>Sources\u00a0:<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/report\/the-connected-customer-experience\" target=\"_blank\" rel=\"noopener\">The Connected Customer Experience<\/a>, Genesys 2021<\/em><\/p>\n<p class=\"text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/state-of-cx\" target=\"_blank\" rel=\"noopener\">The State of Customer Experience<\/a>, Genesys 2021\u00a0<\/em><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div  class=\"component-cta-block card w-100 h-100 bgc-navy centered cta-text-start \"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-7\"><div class=\"content-container\"><h2>\u00c0 retenir<\/h2>\n<p>Des exp\u00e9riences efficaces et personnalis\u00e9es permettent de fid\u00e9liser les clients et d&rsquo;accro\u00eetre la part de portefeuille. Votre exp\u00e9rience est votre marque. Pourtant, les donn\u00e9es montrent que notre transformation est trop lente, ce qui laisse \u00e0 penser aux clients qu&rsquo;ils ne sont pas une priorit\u00e9. L&rsquo;heure est venue de combler l&rsquo;\u00e9cart.<\/p>\n<\/div><div class=\" btn-container mt-2\"><\/div><\/div><div class=\"col-image col-md-5 flex-column justify-content-center mt-1 mt-lg-0 img-top-container no-offset\"><img decoding=\"async\" width=\"138\" height=\"192\" src=\"https:\/\/www.genesys.com\/media\/hand-stop.png\" alt=\"\" class=\"\"><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb el_class=\u00a0\u00bbinline-card\u00a0\u00bb][vc_row][vc_column][vc_column_text]<\/p>\n<h2>Une mauvaise exp\u00e9rience des employ\u00e9s pr\u00e9sente un risque pour votre chiffre d&rsquo;affaires et votre r\u00e9sultat net.<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">76\u00a0%<\/span> des responsables de l&rsquo;exp\u00e9rience client d\u00e9clarent que le moral des employ\u00e9es du centre de contact est faible.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">60\u00a0%<\/span> des responsables de l&rsquo;exp\u00e9rience client ont du mal \u00e0 faire face \u00e0 l&rsquo;augmentation des co\u00fbts de recrutement des employ\u00e9s.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">69\u00a0%<\/span> des responsables de l&rsquo;exp\u00e9rience client estiment qu&rsquo;ils auront besoin d&rsquo;un ensemble de comp\u00e9tences plus sp\u00e9cialis\u00e9es \u00e0 l&rsquo;avenir, notamment en mati\u00e8re de donn\u00e9es et d&rsquo;analyse, d&rsquo;optimisation du parcours et de connaissance approfondie des produits.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">n\u00b01<\/span> Apprendre de nouvelles comp\u00e9tences est ce que les agents du monde entier appr\u00e9cient le plus dans leur travail. Les responsables de l&rsquo;exp\u00e9rience client affirment que l&rsquo;apprentissage et le d\u00e9veloppement sont les domaines du cycle de vie des employ\u00e9s qui ont le plus besoin d&rsquo;\u00eatre am\u00e9lior\u00e9s.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">64\u00a0%<\/span> des responsables de l&rsquo;exp\u00e9rience client d\u00e9clarent que leurs agents sont frustr\u00e9s par un manque d&rsquo;informations pour aider les clients imm\u00e9diatement. <span class=\"font-swb text-26 text-orange\">83\u00a0%<\/span> des responsables de l&rsquo;exp\u00e9rience client interrog\u00e9s utiliseront la technologie d&rsquo;assistance aux agents d&rsquo;ici 2024.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text]<\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em>Sources\u00a0:<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/cx-and-the-future-of-work\" target=\"_blank\" rel=\"noopener\">Customer Experience and the Future of Work<\/a>, MIT Technology Review, 2022<\/em><\/p>\n<p class=\"text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/values-agent-performance\" target=\"_blank\" rel=\"noopener\">Human Values: The Operating System for a High-Performing Contact Center<\/a>, Genesys, 2021<\/em><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div  class=\"component-cta-block card w-100 h-100 bgc-navy centered cta-text-start \"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-7\"><div class=\"content-container\"><h2>\u00c0 retenir<\/h2>\n<p>Nous cherchons tous \u00e0 attirer les talents des centres de contrat gr\u00e2ce \u00e0 la qualit\u00e9 de la culture de notre environnement de travail et des opportunit\u00e9s de d\u00e9veloppement professionnel. Les employ\u00e9s de l&rsquo;exp\u00e9rience client ont besoin d&rsquo;une technologie de pointe pour \u00eatre efficaces dans chaque interaction. Ils ont \u00e9galement besoin d&rsquo;un programme progressif de d\u00e9veloppement des comp\u00e9tences et du leadership pour rester motiv\u00e9s sur le long terme.<\/p>\n<\/div><div class=\" btn-container mt-2\"><\/div><\/div><div class=\"col-image col-md-5 flex-column justify-content-center mt-1 mt-lg-0 img-top-container no-offset\"><img decoding=\"async\" width=\"138\" height=\"192\" src=\"https:\/\/www.genesys.com\/media\/hand-stop.png\" alt=\"\" class=\"\"><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb][vc_row][vc_column][vc_column_text]<\/p>\n<h2><span class=\"TextRun Highlight SCXW14130474 BCX0\" lang=\"fr-FR\" xml:lang=\"fr-FR\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW14130474 BCX0\">Les technologies d&rsquo;exp\u00e9rience client les plus pr\u00e9cieuses actuellement sont celles qui simplifient l&rsquo;exp\u00e9rience des clients et des employ\u00e9s.<\/span><\/span><span class=\"EOP SCXW14130474 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">3<\/span> technologies les plus utilis\u00e9es pour am\u00e9liorer l&rsquo;exp\u00e9rience des agents entre aujourd&rsquo;hui et 2024 sont des recommandations de coaching et de formation bas\u00e9es sur l&rsquo;IA, le suivi des performances de l&rsquo;IA, ainsi que des chatbots et des voicebots.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">73\u00a0%<\/span> des responsables de l&rsquo;exp\u00e9rience client pr\u00e9voient de rationaliser l&rsquo;exp\u00e9rience des agents \u00e0 l&rsquo;aide d&rsquo;un \u00e9cran et d&rsquo;une plateforme uniques.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">59\u00a0%<\/span> des responsables de l&rsquo;exp\u00e9rience client d\u00e9clarent que le plus grand avantage de la migration vers le cloud est un meilleur acc\u00e8s aux donn\u00e9es sur tous les canaux.<\/h4>\n<\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4><span class=\"font-swb text-26 text-orange\">87\u00a0%<\/span> des entreprises d\u00e9clarent que l&rsquo;IA rend les exp\u00e9riences plus empathiques pour le client.<\/h4>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em>Sources\u00a0:<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/values-agent-performance\" target=\"_blank\" rel=\"noopener\">The State of Customer Experience<\/a>, Genesys 2021<\/em><\/p>\n<p class=\"mb-0 text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/resources\/cx-and-the-future-of-work\" target=\"_blank\" rel=\"noopener\">Customer Experience and the Future of Work, MIT Technology Review<\/a>, 2022<\/em><\/p>\n<p class=\"text-16\" style=\"text-align: right;\"><em><a href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/white-paper-the-business-case-for-empathy\" target=\"_blank\" rel=\"noopener\">The Business Case for Empathy<\/a>, Genesys 2022<\/em><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div  class=\"component-cta-block card w-100 h-100 bgc-navy centered cta-text-start \"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-7\"><div class=\"content-container\"><h2>\u00c0 retenir<\/h2>\n<p>L&rsquo;avenir de l&rsquo;exp\u00e9rience client est une plateforme ouverte et composable qui permet une innovation rapide, l&rsquo;int\u00e9gration de donn\u00e9es et l&rsquo;acc\u00e8s \u00e0 l&rsquo;\u00e9cosyst\u00e8me.<\/p>\n<\/div><div class=\" btn-container mt-2\"><\/div><\/div><div class=\"col-image col-md-5 flex-column justify-content-center mt-1 mt-lg-0 img-top-container no-offset\"><img decoding=\"async\" width=\"138\" height=\"192\" src=\"https:\/\/www.genesys.com\/media\/hand-stop.png\" alt=\"\" class=\"\"><\/div><\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2>L&rsquo;avantage gagnant dans l&rsquo;exp\u00e9rience client<\/h2>\n<p><span data-contrast=\"none\">La morale de cette histoire de donn\u00e9es\u00a0: en 2023 et au-del\u00e0, les entreprises gagneront en faisant preuve d&#8217;empathie. En d&rsquo;autres termes, ils devanceront leurs concurrents en proposant des parcours client \u00e0 la fois fluides et pertinents, en impliquant leurs employ\u00e9s par le biais d&rsquo;un apprentissage et d&rsquo;un d\u00e9veloppement personnalis\u00e9s qui font progresser leur carri\u00e8re et en exploitant des technologies agiles qui accompagnent clients et employ\u00e9s.\u00a0<\/span><span data-ccp-props=\"{}\"> \u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row][vc_column][vc_column_text]Les meilleures donn\u00e9es racontent une histoire. En mati\u00e8re d&rsquo;exp\u00e9rience client, les meilleures histoires sont celles de parcours fluides, d&#8217;employ\u00e9s engag\u00e9s et de technologies agiles. Le fait de conna\u00eetre les attentes des clients et les failles dans l&rsquo;exp\u00e9rience client peut vous aider \u00e0 savoir o\u00f9 porter vos efforts au cours de l&rsquo;ann\u00e9e \u00e0 venir. 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