{"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 learning<\/option><option value=\"Inbound\" data-slug=\"inbound-zh-tw-fr-fr\">Inbound<\/option><option value=\"Industries\" data-slug=\"industries-fr-fr\">Industries<\/option><option value=\"Inside Genesys\" data-slug=\"inside-genesys-fr-fr\">Inside Genesys<\/option><option value=\"IVR\" data-slug=\"ivr-no-no\">IVR<\/option><option value=\"Marketing\" data-slug=\"marketing-fr-fr\">Marketing<\/option><option value=\"Nouvelles fonctionnalit\u00e9s\" data-slug=\"nouvelles-fonctionnalites\">Nouvelles fonctionnalit\u00e9s<\/option><option value=\"Num\u00e9rique\" data-slug=\"digital-fr-fr\">Num\u00e9rique<\/option><option value=\"Optimisation op\u00e9rationnelle\" data-slug=\"business-optimization-fr-fr\">Optimisation op\u00e9rationnelle<\/option><option value=\"Orchestration d&#039;exp\u00e9riences\" data-slug=\"orchestration-dexperiences\">Orchestration d&#039;exp\u00e9riences<\/option><option value=\"Secteurs d\u2019activit\u00e9\" data-slug=\"secteurs-dactivite\">Secteurs d\u2019activit\u00e9<\/option><option value=\"Serveur vocal interactif\" data-slug=\"ivr-fr-fr\">Serveur vocal interactif<\/option><option value=\"Workforce Engagement\" data-slug=\"workforce-engagement-fr-fr\">Workforce Engagement<\/option><\/select>\n\t\t<\/div>\n\t\t<div class=\"col col-12 col-lg-8 mb-1 mb-md-0 ms-auto search\">\n            <div class=\"input-group search-group blog-search-group\">\n                <div class=\"input-container\">\n                    <input type=\"text\" class=\"form-control\" id=\"blog-search\" placeholder=\"Recherche\" aria-label=\"Recherche\">\n                    <a href=\"#\" class=\"clear-btn disabled\">&#10006;<\/a>\n                    <a href=\"#\" class=\"search-btn disabled\"><i class=\"fa-kit fa-magnifying-glass search-icon\"><\/i><\/a>\n                <\/div>\n            <\/div>\n\t\t<\/div>\n        <\/div>[\/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]<div class=\"blog-feed-container d-flex flex-column gap-2\" data-real-ppp=\"15\" data-adjust=\"0\" data-page=\"1\" data-max-pages=\"17\" data-limit=\"253\" 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\/sustainable-growth-in-the-age-of-ai-starts-with-empathy\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/sustainable-growth-in-the-age-of-ai-starts-with-empathy-300x169.webp\" alt=\"\u00c0 l&rsquo;\u00e8re de l&rsquo;IA, la croissance durable commence par l&#8217;empathie\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">10\/08\/2026<\/p><h3 class=\"card-title h6\">\u00c0 l&rsquo;\u00e8re de l&rsquo;IA, la croissance durable commence par l&#8217;empathie<\/h3><p class=\"card-text mt-1\">L\u2019avenir de la responsabilit\u00e9 soci\u00e9tale des entreprises\u00a0(RSE) est fa\u00e7onn\u00e9 par l\u2019une des forces de transformation 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\/816\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/CIA-Bridgette-McAdoo-e1753120273246.png\" alt=\"Bridgette Bell McAdoo\"><p class=\"mb-0\">Bridgette Bell McAdoo<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/sustainable-growth-in-the-age-of-ai-starts-with-empathy\"><\/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\/la-course-du-moyen-orient-et-de-lafrique-pour-faire-de-lia-un-moteur-du-leadership-en-experience-client-rapport-sur-letat-des-lieux-de-lexperience-client-en-2026\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/socx2026-fr-300x169.png\" alt=\"La course du Moyen-Orient et de l&rsquo;Afrique pour faire de l&rsquo;IA un moteur du leadership en exp\u00e9rience client: Rapport sur l\u2019\u00e9tat des lieux de l\u2019exp\u00e9rience client en 2026\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">20\/07\/2026<\/p><h3 class=\"card-title h6\">La course du Moyen-Orient et de l&rsquo;Afrique pour faire de l&rsquo;IA un moteur du leadership en exp\u00e9rience client: Rapport sur l\u2019\u00e9tat des lieux de l\u2019exp\u00e9rience client en 2026<\/h3><p class=\"card-text mt-1\">L'exp\u00e9rience client (CX) est en train de devenir l'un des piliers de la transformation num\u00e9rique au Moyen-Orient et en...<\/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\/1249\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/secure.gravatar.com\/avatar\/480074c1e78ccd48d5abb3e90a4c106d451ad01b628f0ed0e19be01068ed8898?s=96&d=mm&r=g\" alt=\"Sebastian Ballerini\"><p class=\"mb-0\">Sebastian Ballerini<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/la-course-du-moyen-orient-et-de-lafrique-pour-faire-de-lia-un-moteur-du-leadership-en-experience-client-rapport-sur-letat-des-lieux-de-lexperience-client-en-2026\"><\/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\/conversation-to-context-the-next-phase-of-cx-in-financial-services\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-4-300x200.jpg\" alt=\"De la conversation au contexte\u00a0: le nouvel horizon de l\u2019exp\u00e9rience client dans les services financiers\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">16\/07\/2026<\/p><h3 class=\"card-title h6\">De la conversation au contexte\u00a0: le nouvel horizon de l\u2019exp\u00e9rience client dans les services financiers<\/h3><p class=\"card-text mt-1\">Au cours des vingt derni\u00e8res ann\u00e9es, les acteurs des services financiers ont profond\u00e9ment transform\u00e9 leur exp\u00e9rience...<\/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\/conversation-to-context-the-next-phase-of-cx-in-financial-services\"><\/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\/meta-conversations-2026-why-the-future-of-customer-engagement-is-bigger-than-any-one-channel\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/image-15-300x200.png\" alt=\"Meta Conversations 2026\u00a0: Pourquoi l&rsquo;engagement client connect\u00e9 est devenu incontournable\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">15\/07\/2026<\/p><h3 class=\"card-title h6\">Meta Conversations 2026\u00a0: Pourquoi l&rsquo;engagement client connect\u00e9 est devenu incontournable<\/h3><p class=\"card-text mt-1\">Lors de Meta Conversations 2026, un constat s\u2019est impos\u00e9 : la mani\u00e8re dont les consommateurs interagissent avec 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\/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\" src=\"https:\/\/www.genesys.com\/media\/socx2026-fr-300x169.png\" alt=\"Les consommateurs fran\u00e7ais sont pr\u00eats pour l\u2019IA \u2013 sous certaines conditions : Rapport sur l&rsquo;\u00e9tat des lieux de l\u2019exp\u00e9rience client en 2026\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">13\/07\/2026<\/p><h3 class=\"card-title h6\">Les consommateurs fran\u00e7ais sont pr\u00eats pour l\u2019IA \u2013 sous certaines conditions : Rapport sur l&rsquo;\u00e9tat des lieux de l\u2019exp\u00e9rience client en 2026<\/h3><p class=\"card-text mt-1\">En France, l\u2019exp\u00e9rience client (CX) repose encore fondamentalement sur la confiance. 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 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\/agentic-ai-and-the-autonomous-future-of-experiences\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"188\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-3-2-300x188.jpg\" alt=\"L\u2019IA agentique, moteur des exp\u00e9riences autonomes de demain\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">08\/07\/2026<\/p><h3 class=\"card-title h6\">L\u2019IA agentique, moteur des exp\u00e9riences autonomes de demain<\/h3><p class=\"card-text mt-1\">D\u2019innombrables avanc\u00e9es dans l\u2019exp\u00e9rience client (CX) ont \u00e9t\u00e9 port\u00e9es par une m\u00eame ambition : offrir des exp\u00e9riences...<\/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-1-e1632347601319.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\/agentic-ai-and-the-autonomous-future-of-experiences\"><\/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\/from-automation-to-orchestration-how-experience-leaders-are-leveling-up-with-ai\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"158\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Level-Up-hero-image-option-1-300x158.webp\" alt=\"De l\u2019automatisation \u00e0 l\u2019orchestration\u00a0: comment les responsables de l\u2019exp\u00e9rience franchissent un nouveau cap gr\u00e2ce \u00e0 l\u2019IA\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">07\/07\/2026<\/p><h3 class=\"card-title h6\">De l\u2019automatisation \u00e0 l\u2019orchestration\u00a0: comment les responsables de l\u2019exp\u00e9rience franchissent un nouveau cap gr\u00e2ce \u00e0 l\u2019IA<\/h3><p class=\"card-text mt-1\">D\u2019innombrables entreprises exp\u00e9rimentent aujourd\u2019hui les copilotes, les agents virtuels et l\u2019automatisation pilot\u00e9e par...<\/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-1-e1632347601319.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\/from-automation-to-orchestration-how-experience-leaders-are-leveling-up-with-ai\"><\/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\/customer-experience-in-insurance-from-cost-center-to-growth-engine\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Screenshot-2026-06-29-133939-300x200.png\" alt=\"L\u2019exp\u00e9rience client dans l\u2019assurance : de centre de co\u00fbts \u00e0 moteur de croissance\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">06\/07\/2026<\/p><h3 class=\"card-title h6\">L\u2019exp\u00e9rience client dans l\u2019assurance : de centre de co\u00fbts \u00e0 moteur de croissance<\/h3><p class=\"card-text mt-1\">J\u2019entends souvent la m\u00eame remarque de la part des dirigeants dans le secteur de l\u2019assurance\u00a0: \u00ab\u00a0Nous nous en sortons...<\/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\/1132\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Headshot-3-scaled-e1734027759941.jpg\" alt=\"Tony Alonzo\"><p class=\"mb-0\">Tony Alonzo<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/customer-experience-in-insurance-from-cost-center-to-growth-engine\"><\/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\/experience-under-pressure-why-better-decisions-require-better-context\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/e3c1e89a-10c7-4765-b3f1-a85624808e4f.25528584-df69-4470-84db-42023f6414be-300x200.jpg\" alt=\"L\u2019exp\u00e9rience sous pression\u00a0: pourquoi de meilleures d\u00e9cisions exigent un meilleur contexte.\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">29\/06\/2026<\/p><h3 class=\"card-title h6\">L\u2019exp\u00e9rience sous pression\u00a0: pourquoi de meilleures d\u00e9cisions exigent un meilleur contexte.<\/h3><p class=\"card-text mt-1\">La diff\u00e9rence entre un bon joueur de tennis et un grand champion ne tient pas uniquement \u00e0 la technique. Elle repose avant tout...<\/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\/experience-under-pressure-why-better-decisions-require-better-context\"><\/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-high-performing-experience-leaders-have-in-common\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Experience-Orchestration-blog-hero-image-300x200.jpg\" alt=\"Ce que les responsables CX les plus performants ont en commun\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">18\/06\/2026<\/p><h3 class=\"card-title h6\">Ce que les responsables CX les plus performants ont en commun<\/h3><p class=\"card-text mt-1\">Les huit finalistes de la cat\u00e9gorie \"Orchestration Excellence\" des Orchestrators Innovation Awards 2026 ont \u00e9t\u00e9 s\u00e9lectionn\u00e9s...<\/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-1-e1632347601319.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-high-performing-experience-leaders-have-in-common\"><\/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-great-teams-dont-rely-on-one-perfect-shot\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AI-SEARCH-Majesticks-Brand-Photography-17-300x200.jpg\" alt=\"Pourquoi les grandes \u00e9quipes ne misent pas tout sur un seul coup\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">18\/06\/2026<\/p><h3 class=\"card-title h6\">Pourquoi les grandes \u00e9quipes ne misent pas tout sur un seul coup<\/h3><p class=\"card-text mt-1\">La performance se construit dans la dur\u00e9e\r\nLe golf est souvent associ\u00e9 \u00e0 des moments d\u00e9cisifs\u00a0: un putt sous pression, 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\/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\/why-great-teams-dont-rely-on-one-perfect-shot\"><\/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-connected-ai-elevates-cx-value\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Connected-AI-300x200.jpg\" alt=\"Pourquoi une IA connect\u00e9e d\u00e9multiplie la valeur de l\u2019exp\u00e9rience client\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">15\/06\/2026<\/p><h3 class=\"card-title h6\">Pourquoi une IA connect\u00e9e d\u00e9multiplie la valeur de l\u2019exp\u00e9rience client<\/h3><p class=\"card-text mt-1\">Les dirigeants ne se demandent plus si l\u2019intelligence artificielle a sa place dans l\u2019exp\u00e9rience client. Ils cherchent...<\/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\/661\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/michael-mcclelland.jpg\" alt=\"Michael McClelland\"><p class=\"mb-0\">Michael McClelland<\/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-connected-ai-elevates-cx-value\"><\/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-ai-demands-a-platform-not-another-point-solution\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-1-300x200.jpg\" alt=\"Pourquoi l\u2019IA agentique exige une approche plateforme, et non une \u00e9ni\u00e8me solution isol\u00e9e\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">08\/06\/2026<\/p><h3 class=\"card-title h6\">Pourquoi l\u2019IA agentique exige une approche plateforme, et non une \u00e9ni\u00e8me solution isol\u00e9e<\/h3><p class=\"card-text mt-1\">En quittant une place de stationnement \u00e9troite, vous heurtez un trottoir et endommagez une roue de votre v\u00e9hicule. La situation...<\/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\/1188\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/headshot_IMG_1564.jpg\" alt=\"Marissa Gbenro\"><p class=\"mb-0\">Marissa Gbenro<\/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-ai-demands-a-platform-not-another-point-solution\"><\/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\/experience-orchestration-with-agentic-ai-and-whatsapp-the-future-of-cx\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"201\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Screenshot-2026-06-02-143307-300x201.png\" alt=\"Orchestration de l&rsquo;exp\u00e9rience avec l&rsquo;IA agentique et WhatsApp\u00a0: l&rsquo;avenir de l&rsquo;exp\u00e9rience client\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">03\/06\/2026<\/p><h3 class=\"card-title h6\">Orchestration de l&rsquo;exp\u00e9rience avec l&rsquo;IA agentique et WhatsApp\u00a0: l&rsquo;avenir de l&rsquo;exp\u00e9rience client<\/h3><p class=\"card-text mt-1\">L\u2019exp\u00e9rience client \u00e9volue : elle ne se limite plus \u00e0 une succession d\u2019interactions isol\u00e9es, mais repose d\u00e9sormais 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\/1010\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/anthony-romero-google99-copy-e1679587511935.jpeg\" alt=\"Anthony Romero\"><p class=\"mb-0\">Anthony Romero<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/experience-orchestration-with-agentic-ai-and-whatsapp-the-future-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\/the-transparency-mandate-why-trust-is-the-next-differentiator-in-ai-powered-cx\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/trust-and-transparency-300x200.jpg\" alt=\"L\u2019imp\u00e9ratif de transparence : pourquoi la confiance s&rsquo;impose comme le nouveau facteur diff\u00e9renciant dans une CX pilot\u00e9e par l\u2019IA\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">01\/06\/2026<\/p><h3 class=\"card-title h6\">L\u2019imp\u00e9ratif de transparence : pourquoi la confiance s&rsquo;impose comme le nouveau facteur diff\u00e9renciant dans une CX pilot\u00e9e par l\u2019IA<\/h3><p class=\"card-text mt-1\">Un paiement sur votre compte est signal\u00e9 comme suspect, et votre carte de d\u00e9bit est soudainement bloqu\u00e9e. Au lieu de vous...<\/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\/the-transparency-mandate-why-trust-is-the-next-differentiator-in-ai-powered-cx\"><\/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}]}}