{"id":116986,"date":"2019-01-03T11:35:27","date_gmt":"2019-01-03T19:35:27","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=116986"},"modified":"2024-10-30T18:40:29","modified_gmt":"2024-10-31T01:40:29","slug":"blog","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/fr-fr\/blog","title":{"rendered":"Blog"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb full_width=\u00a0\u00bbstretch_row\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb7\/12&Prime;][vc_column_text]<\/p>\n<h1 class=\"font-roboto\">Exp\u00e9rience client\u00a0: la partie \u00e9merg\u00e9e de l&rsquo;iceberg de l&rsquo;IA conversationnelle<\/h1>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/cx-is-still-at-the-tip-of-the-conversational-ai-iceberg\" target=\"\" rel=\"\">En savoir plus<\/a><\/div>[\/vc_column][vc_column width=\u00a0\u00bb5\/12&Prime;]<div class=\"component video-snippet\"><video autoplay muted playsinline loop data-poster-mobile=\"\" data-mobile-src=\"https:\/\/www.genesys.com\/media\/EO-hero-1280x720-f9f8f5.mp4\" data-poster-desktop=\"\" data-desktop-src=\"https:\/\/www.genesys.com\/media\/EO-hero-1280x720-f9f8f5.mp4\"><\/video><button type=\"button\" class=\"btn btn-white bg-video-control small inactive\"><\/button><\/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][vc_row][vc_column]<div class=\"card blog-filter bgc-lgray border-0 shadow\" id=\"blog-filter-card\">\n\t\t<div class=\"card-body\">\n\t\t<div class=\"row p-0 my-0\">\n\t\t<div class=\"col col-12 col-lg-1 mb-1 mb-lg-0\">\n\t\t<h5 class=\"mb-0\">Filters<\/h5>\n\t\t<\/div><div class=\"col col-12 col-lg-3 mb-1 mb-lg-0 select\">\n        <select id=\"topics\" name=\"topics\" ><option value=\"\" selected>Select topic<\/option><option value=\"Annonces\" data-slug=\"announcements-fr-fr\">Annonces<\/option><option value=\"Cloud\" data-slug=\"cloud-fr-fr\">Cloud<\/option><option value=\"Communications entrantes\" data-slug=\"inbound-fr-fr\">Communications entrantes<\/option><option value=\"Communications sortantes\" data-slug=\"outbound-fr-fr\">Communications sortantes<\/option><option value=\"\u00c9cosyst\u00e8me\" data-slug=\"ecosystem-fr-fr\">\u00c9cosyst\u00e8me<\/option><option value=\"\u00c9tudes de cas\" data-slug=\"customer-highlights-fr-fr\">\u00c9tudes de cas<\/option><option value=\"Gestion du parcours client\" data-slug=\"gestion-des-parcours-clients\">Gestion du parcours client<\/option><option value=\"IA et machine learning\" data-slug=\"ai-and-machine-learning-fr-fr\">IA et machine 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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\u00bbpt-0&Prime;][vc_row][vc_column]<div class=\"blog-feed-container d-flex flex-column gap-2\" data-real-ppp=\"15\" data-adjust=\"0\" data-page=\"1\" data-max-pages=\"18\" data-limit=\"263\" data-default-counter=\"1\"><div class=\"row blog-feed\" ><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/ai-is-changing-the-cx-operating-model-is-your-workforce-ready\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/ai-use-cases-blog-300x200.jpg\" alt=\"L\u2019IA transforme le mod\u00e8le op\u00e9rationnel de l\u2019exp\u00e9rience client. Vos \u00e9quipes sont-elles pr\u00eates\u00a0?\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">08\/10\/2026<\/p><h3 class=\"card-title h6\">L\u2019IA transforme le mod\u00e8le op\u00e9rationnel de l\u2019exp\u00e9rience client. Vos \u00e9quipes sont-elles pr\u00eates\u00a0?<\/h3><p class=\"card-text mt-1\">L'IA transforme l'exp\u00e9rience client. Cela ne fait plus d\u00e9bat.\u00a0\r\n\r\nLes entreprises s'appuient sur l'IA pour automatiser les...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/717\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/tom_huston.jpg\" alt=\"Tom Huston\"><p class=\"mb-0\">Tom Huston<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/ai-is-changing-the-cx-operating-model-is-your-workforce-ready\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/conversational-intelligence-is-becoming-the-engine-for-action\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"158\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Genesys_Persona_Priority_Bailey_AdobeStock_1148884500-300x158.jpeg\" alt=\"Quand l&rsquo;intelligence conversationnelle devient un levier d&rsquo;action\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">06\/10\/2026<\/p><h3 class=\"card-title h6\">Quand l&rsquo;intelligence conversationnelle devient un levier d&rsquo;action<\/h3><p class=\"card-text mt-1\">Chaque conversation client renferme des informations pr\u00e9cieuses sur les besoins, les attentes et le ressenti des clients. Une...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/717\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/tom_huston.jpg\" alt=\"Tom Huston\"><p class=\"mb-0\">Tom Huston<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/conversational-intelligence-is-becoming-the-engine-for-action\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/most-ai-projects-struggle-to-deliver-value-heres-the-roadmap-to-fix-that\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"157\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Screenshot-2026-09-30-115938-300x157.png\" alt=\"La plupart des projets d\u2019IA peinent \u00e0 cr\u00e9er de la valeur. Voici comment inverser la tendance.\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">05\/10\/2026<\/p><h3 class=\"card-title h6\">La plupart des projets d\u2019IA peinent \u00e0 cr\u00e9er de la valeur. Voici comment inverser la tendance.<\/h3><p class=\"card-text mt-1\">En entreprise, les projets d\u2019IA produisent des chiffres difficiles \u00e0 ignorer, et plus encore \u00e0 justifier. Selon le projet...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/185\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Genesys-9-e1750455636128.jpg\" alt=\"Genesys\"><p class=\"mb-0\">Genesys<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/most-ai-projects-struggle-to-deliver-value-heres-the-roadmap-to-fix-that\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/great-cx-leaders-learn-at-every-opportunity\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"188\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Ferrari-blog-hero-1-300x188.jpg\" alt=\"Les grands responsables CX apprennent \u00e0 chaque occasion\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">30\/09\/2026<\/p><h3 class=\"card-title h6\">Les grands responsables CX apprennent \u00e0 chaque occasion<\/h3><p class=\"card-text mt-1\">Dans les m\u00e9tiers de l\u2019exp\u00e9rience client, les parcours suivent rarement une trajectoire lin\u00e9aire. Et les exp\u00e9riences qui...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/189\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/JanelleDieken2-e1583862955295.png\" alt=\"Janelle Binder\"><p class=\"mb-0\">Janelle Binder<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/great-cx-leaders-learn-at-every-opportunity\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/xperience-2026-what-were-learning-about-the-next-era-of-cx\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"184\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/xperience2026-sign-300x184.jpg\" alt=\"Xperience 2026\u00a0: comprendre les transformations qui redessinent l\u2019avenir de la CX\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">04\/09\/2026<\/p><h3 class=\"card-title h6\">Xperience 2026\u00a0: comprendre les transformations qui redessinent l\u2019avenir de la CX<\/h3><p class=\"card-text mt-1\">Xperience 2026 Xperience 2026 r\u00e9unit \u00e0 Las Vegas la communaut\u00e9 Genesys, clients et experts de l\u2019exp\u00e9rience client (CX),...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/717\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/tom_huston.jpg\" alt=\"Tom Huston\"><p class=\"mb-0\">Tom Huston<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/xperience-2026-what-were-learning-about-the-next-era-of-cx\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/genesys-ceo-tony-bates-introduces-the-operating-model-for-winning-in-the-agentic-era\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/LRA08627-300x200.webp\" alt=\"Tony Bates, CEO de Genesys, expose les cl\u00e9s d&rsquo;un mod\u00e8le op\u00e9rationnel gagnant \u00e0 l&rsquo;\u00e8re de l&rsquo;IA agentique\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">02\/09\/2026<\/p><h3 class=\"card-title h6\">Tony Bates, CEO de Genesys, expose les cl\u00e9s d&rsquo;un mod\u00e8le op\u00e9rationnel gagnant \u00e0 l&rsquo;\u00e8re de l&rsquo;IA agentique<\/h3><p class=\"card-text mt-1\">LAS VEGAS \u2013 \u00ab\u00a0La plupart des entreprises n'ont pas un probl\u00e8me d'IA. Elles ont un probl\u00e8me de mod\u00e8le op\u00e9rationnel.\u00a0\u00bb...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/185\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Genesys-9-e1750455636128.jpg\" alt=\"Genesys\"><p class=\"mb-0\">Genesys<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/genesys-ceo-tony-bates-introduces-the-operating-model-for-winning-in-the-agentic-era\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/winning-in-the-agentic-era\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto_-1-300x169.jpg\" alt=\"Prendre l\u2019avantage \u00e0 l\u2019\u00e8re agentique\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">02\/09\/2026<\/p><h3 class=\"card-title h6\">Prendre l\u2019avantage \u00e0 l\u2019\u00e8re agentique<\/h3><p class=\"card-text mt-1\">Pourquoi l\u2019orchestration, plus que l\u2019accumulation d\u2019outils d\u2019IA, fera la diff\u00e9rence dans l\u2019exp\u00e9rience client au...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/1074\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Genesys-logo-circle-company.png\" alt=\"Tony Bates and Peter Graf\"><p class=\"mb-0\">Tony Bates and Peter Graf<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/winning-in-the-agentic-era\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/why-agentic-cx-needs-an-orchestrated-ecosystem-not-a-single-ai-provider\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"188\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-2-2-300x188.jpg\" alt=\"Exp\u00e9rience client agentique\u00a0: non \u00e0 une IA isol\u00e9e, oui \u00e0 un \u00e9cosyst\u00e8me orchestr\u00e9\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">02\/09\/2026<\/p><h3 class=\"card-title h6\">Exp\u00e9rience client agentique\u00a0: non \u00e0 une IA isol\u00e9e, oui \u00e0 un \u00e9cosyst\u00e8me orchestr\u00e9<\/h3><p class=\"card-text mt-1\">\u00c0 tout moment, la barre de ce qui est consid\u00e9r\u00e9 comme une bonne exp\u00e9rience peut \u00eatre rehauss\u00e9e. Non pas par vos...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/280\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Jack-2.png\" alt=\"Jack Nichols\"><p class=\"mb-0\">Jack Nichols<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/why-agentic-cx-needs-an-orchestrated-ecosystem-not-a-single-ai-provider\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/what-the-2026-orchestrator-of-the-year-finalists-reveal-about-modern-cx-leadership\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/2026-OIAs-OotY-hero-image-300x200.jpg\" alt=\"Finalistes du prix Orchestrator of the Year 2026\u00a0: le r\u00e9v\u00e9lateur du tr\u00e8s haut niveau des leaders CX actuels\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">20\/08\/2026<\/p><h3 class=\"card-title h6\">Finalistes du prix Orchestrator of the Year 2026\u00a0: le r\u00e9v\u00e9lateur du tr\u00e8s haut niveau des leaders CX actuels<\/h3><p class=\"card-text mt-1\">Les entreprises ne transforment pas leur exp\u00e9rience client (CX) gr\u00e2ce \u00e0 la seule technologie. Elles y parviennent parce que du...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/880\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Ginger-Conlon-2-2026-square-e1787256561632.jpg\" alt=\"Ginger Conlon\"><p class=\"mb-0\">Ginger Conlon<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/what-the-2026-orchestrator-of-the-year-finalists-reveal-about-modern-cx-leadership\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/why-whatsapp-isnt-just-a-channel-its-a-new-way-to-engage\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto_-300x169.png\" alt=\"WhatsApp\u00a0: bien plus qu\u2019un canal, un nouveau levier d\u2019engagement client\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">19\/08\/2026<\/p><h3 class=\"card-title h6\">WhatsApp\u00a0: bien plus qu\u2019un canal, un nouveau levier d\u2019engagement client<\/h3><p class=\"card-text mt-1\">Une cliente contacte une marque sur WhatsApp pour reprogrammer une livraison. Dix minutes plus tard, elle pose une question sur...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/1178\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Joya-Mannan_Headshot.jpeg\" alt=\"Joya Mannan\"><p class=\"mb-0\">Joya Mannan<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/why-whatsapp-isnt-just-a-channel-its-a-new-way-to-engage\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/sustainable-growth-in-the-age-of-ai-starts-with-empathy\" ><div class=\"thumbnail-col\"><img decoding=\"async\" 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d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/1178\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Joya-Mannan_Headshot.jpeg\" alt=\"Joya Mannan\"><p class=\"mb-0\">Joya Mannan<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/meta-conversations-2026-why-the-future-of-customer-engagement-is-bigger-than-any-one-channel\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/french-consumers-are-ready-for-ai-with-conditions-2026-state-of-customer-experience-report\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" 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Si les canaux digitaux et...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/fr-fr\/blog\/author\/1251\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/secure.gravatar.com\/avatar\/60267d4a24ab50a39278827b031680c566ad33df96267ffa12455e3b3f63c02b?s=96&d=mm&r=g\" alt=\"Joffray Anduze\"><p class=\"mb-0\">Joffray Anduze<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/french-consumers-are-ready-for-ai-with-conditions-2026-state-of-customer-experience-report\"><\/a><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"blog-subscribe-container w-100 mt-3\"><div class=\"blog-subscribe\"><div class=\"card text-center border-0 subscribe-box bgc-lgray\"><div class=\"card-body p-4\"><p class=\"h3 subscribe-box-title\">Vous souhaitez en savoir plus\u00a0?<\/p><p>Abonnez-vous \u00e0 notre newsletter gratuite et recevez les nouveaut\u00e9s de notre blog directement dans votre bo\u00eete de r\u00e9ception.<\/p><form class=\"subscribe_box_form\" id=\"email_sub_fetch_form\"><input class=\"btn shadow btn-primary\" type=\"submit\" value=\"Abonnement\"><\/form><\/div><\/div><\/div><script>jQuery(\"#email_sub_fetch_form\").submit(function(e){e.preventDefault();subscribe_fire(\"click\",\"email_fetcher\")})<\/script><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb full_width=\u00a0\u00bbstretch_row\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb7\/12&Prime;][vc_column_text] Exp\u00e9rience client\u00a0: la partie \u00e9merg\u00e9e de l&rsquo;iceberg de l&rsquo;IA conversationnelle [\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb5\/12&Prime;][\/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][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_overflow=\u00a0\u00bbvisible\u00a0\u00bb 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\u00bbpt-0&Prime;][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":270,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/template-blog.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-116986","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages\/116986","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/270"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/comments?post=116986"}],"version-history":[{"count":9,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages\/116986\/revisions"}],"predecessor-version":[{"id":545120,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages\/116986\/revisions\/545120"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=116986"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}