{"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-zh-tw\">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=\"16\" data-limit=\"231\" 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\/is-your-cx-investment-framed-as-a-growth-driver\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_479659532-300x200.jpeg\" alt=\"Votre investissement CX est-il per\u00e7u comme un levier de croissance ?\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">09\/03\/2026<\/p><h3 class=\"card-title h6\">Votre investissement CX est-il per\u00e7u comme un levier de croissance ?<\/h3><p class=\"card-text mt-1\">Imaginez la sc\u00e8ne : un directeur financier entre en r\u00e9union et pose la question suivante :\u00ab Pourquoi devrions-nous augmenter...<\/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\/is-your-cx-investment-framed-as-a-growth-driver\"><\/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-hidden-costs-of-underfunding-customer-experience-in-2026\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"187\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_1435374765-scaled-e1762549390846-300x187.jpeg\" alt=\"Les co\u00fbts cach\u00e9s d\u2019un sous-investissement dans l\u2019exp\u00e9rience client en 2026\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">09\/03\/2026<\/p><h3 class=\"card-title h6\">Les co\u00fbts cach\u00e9s d\u2019un sous-investissement dans l\u2019exp\u00e9rience client en 2026<\/h3><p class=\"card-text mt-1\">Dans\u00a0l\u2019\u00e9conomie de l\u2019exp\u00e9rience\u00a0d\u2019aujourd\u2019hui, l\u2019exp\u00e9rience client (CX) n\u2019est plus un simple atout pour...<\/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\/837\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/JonCaptz-scaled-e1616600799107.jpeg\" alt=\"Jon Capetz\"><p class=\"mb-0\">Jon Capetz<\/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-hidden-costs-of-underfunding-customer-experience-in-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\/3-budget-must-haves-for-building-customer-loyalty-in-2026\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"189\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/3-Budget-Must-Haves-scaled-e1765990960348-300x189.jpg\" alt=\"3 priorit\u00e9s budg\u00e9taires pour renforcer la fid\u00e9lit\u00e9 client en 2026\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">09\/03\/2026<\/p><h3 class=\"card-title h6\">3 priorit\u00e9s budg\u00e9taires pour renforcer la fid\u00e9lit\u00e9 client en 2026<\/h3><p class=\"card-text mt-1\">\u00c0 l\u2019approche de 2026, les responsables de l\u2019exp\u00e9rience client (CX) doivent faire face \u00e0 de nombreux d\u00e9fis : des attentes...<\/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\/837\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/JonCaptz-scaled-e1616600799107.jpeg\" alt=\"Jon Capetz\"><p class=\"mb-0\">Jon Capetz<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/3-budget-must-haves-for-building-customer-loyalty-in-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\/bridging-the-gap-ai-powered-experience-orchestration-for-europes-regulated-sectors\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/EUAdobeStock_761011257-300x200.jpeg\" alt=\"Quand l&rsquo;orchestration de l&rsquo;exp\u00e9rience pilot\u00e9e par\u00a0IA comble le foss\u00e9 exp\u00e9rientiel pour les secteurs r\u00e9glement\u00e9s europ\u00e9ens\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">18\/02\/2026<\/p><h3 class=\"card-title h6\">Quand l&rsquo;orchestration de l&rsquo;exp\u00e9rience pilot\u00e9e par\u00a0IA comble le foss\u00e9 exp\u00e9rientiel pour les secteurs r\u00e9glement\u00e9s europ\u00e9ens<\/h3><p class=\"card-text mt-1\">Lorsque les marques grand public offrent une mauvaise exp\u00e9rience client, les consommateurs peuvent simplement aller voir...<\/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\/260\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/RJ-Headshot-2017-e1726068828632.jpg\" alt=\"Roe Jones\"><p class=\"mb-0\">Roe Jones<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/bridging-the-gap-ai-powered-experience-orchestration-for-europes-regulated-sectors\"><\/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-future-of-cx-will-be-built-on-intelligent-ecosystems\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"183\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/SN_AdobeStock_729969701-scaled-e1771269118852-300x183.jpeg\" alt=\"L&rsquo;avenir de la CX reposera sur des \u00e9cosyst\u00e8mes intelligents\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">17\/02\/2026<\/p><h3 class=\"card-title h6\">L&rsquo;avenir de la CX reposera sur des \u00e9cosyst\u00e8mes intelligents<\/h3><p class=\"card-text mt-1\">Dans tous les secteurs, les entreprises se ruent sur l'intelligence artificielle (IA) pour am\u00e9liorer les exp\u00e9riences, optimiser...<\/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\/the-future-of-cx-will-be-built-on-intelligent-ecosystems\"><\/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\/modernizing-cx-with-agentic-ai-and-whatsapp-with-voice\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/WhatsAppAdobeStock_459278063-300x200.jpeg\" alt=\"Moderniser l\u2019exp\u00e9rience client avec l\u2019IA agentique et WhatsApp Voice\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">17\/02\/2026<\/p><h3 class=\"card-title h6\">Moderniser l\u2019exp\u00e9rience client avec l\u2019IA agentique et WhatsApp Voice<\/h3><p class=\"card-text mt-1\">L&#39;exp\u00e9rience client (CX) est entr\u00e9e dans une nouvelle \u00e8re, d\u00e9finie par l&#39;imm\u00e9diatet\u00e9, l&#39;empathie 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\/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\/modernizing-cx-with-agentic-ai-and-whatsapp-with-voice\"><\/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\/how-large-action-models-will-power-agentic-orchestration\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AVA-OJ-blog_image_820x547-300x200.png\" alt=\"Comment les grands mod\u00e8les d&rsquo;action vont alimenter l&rsquo;orchestration agentique\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">10\/02\/2026<\/p><h3 class=\"card-title h6\">Comment les grands mod\u00e8les d&rsquo;action vont alimenter l&rsquo;orchestration agentique<\/h3><p class=\"card-text mt-1\">Il est 8\u00a0heures du matin et votre vol a \u00e9t\u00e9 annul\u00e9 pendant la nuit. Vous ouvrez l'application de la compagnie a\u00e9rienne 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\/287\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/OlivierJouve-150.jpg\" alt=\"Olivier Jouve\"><p class=\"mb-0\">Olivier Jouve<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/how-large-action-models-will-power-agentic-orchestration\"><\/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-conversation-to-resolution-genesys-cloud-agentic-virtual-agent\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AVA-launch-blog-hero-300x200.jpg\" alt=\"De la conversation \u00e0 la r\u00e9solution\u00a0: d\u00e9couvrez Genesys\u00a0Cloud Agentic Virtual Agent\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">10\/02\/2026<\/p><h3 class=\"card-title h6\">De la conversation \u00e0 la r\u00e9solution\u00a0: d\u00e9couvrez Genesys\u00a0Cloud Agentic Virtual Agent<\/h3><p class=\"card-text mt-1\">\udb40\udc30Bienvenue dans la nouvelle phase de l'automatisation de l'exp\u00e9rience, o\u00f9 l'IA ne se contente pas de parler \u00e0 vos clients...<\/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\/1121\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Arpita-Headshot-e1726504275848.jpeg\" alt=\"Arpita Maity\"><p class=\"mb-0\">Arpita Maity<\/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-conversation-to-resolution-genesys-cloud-agentic-virtual-agent\"><\/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-customer-has-changed-cx-must-catch-up\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Coffee_AdobeStock_403199946-300x200.jpeg\" alt=\"Le client a chang\u00e9. La CX doit s&rsquo;adapter.\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">09\/02\/2026<\/p><h3 class=\"card-title h6\">Le client a chang\u00e9. La CX doit s&rsquo;adapter.<\/h3><p class=\"card-text mt-1\">\u00c0 travers nos conversations r\u00e9centes avec des professionnels de la relation client dans plusieurs secteurs et r\u00e9gions, un...<\/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\/the-customer-has-changed-cx-must-catch-up\"><\/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\/ai-trust-and-the-future-of-cx-key-insights-from-davos-2026\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/55049101701_c0094f71ea_o-300x200.jpg\" alt=\"IA, confiance et avenir de la CX\u00a0: les conclusions de Davos\u00a02026\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">29\/01\/2026<\/p><h3 class=\"card-title h6\">IA, confiance et avenir de la CX\u00a0: les conclusions de Davos\u00a02026<\/h3><p class=\"card-text mt-1\">La semaine derni\u00e8re, l&#39;\u00e9dition\u00a02026 du World Economic Forum\u00a0(WEF) a rassembl\u00e9 pr\u00e8s de 3\u00a0000 dirigeants \u00e0 Davos, 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\/1018\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/headshot-Guillaume-Lardeux-2025-1-e1769628373767.webp\" alt=\"Guillaume Lardeux\"><p class=\"mb-0\">Guillaume Lardeux<\/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-trust-and-the-future-of-cx-key-insights-from-davos-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\/the-levels-of-cx-orchestration-with-ai\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"192\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/824x528-Webinar-Thumbnail-Image-Agentic-AI-300x192.png\" alt=\"Les niveaux d&rsquo;orchestration de l&rsquo;exp\u00e9rience client \u00e0 l&rsquo;\u00e8re de l&rsquo;IA\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">12\/01\/2026<\/p><h3 class=\"card-title h6\">Les niveaux d&rsquo;orchestration de l&rsquo;exp\u00e9rience client \u00e0 l&rsquo;\u00e8re de l&rsquo;IA<\/h3><p class=\"card-text mt-1\">Dans un contexte o\u00f9 les attentes des clients \u00e9voluent plus vite que jamais, l\u2019exp\u00e9rience client (CX) ne peut plus se limiter...<\/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\/the-levels-of-cx-orchestration-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\/ccaas-trends-how-ai-cloud-and-data-are-reshaping-cx\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_773069933-300x200.jpeg\" alt=\"Tendances CCaaS\u00a0: comment l&rsquo;IA, le cloud et la data red\u00e9finissent l&rsquo;exp\u00e9rience client\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">17\/12\/2025<\/p><h3 class=\"card-title h6\">Tendances CCaaS\u00a0: comment l&rsquo;IA, le cloud et la data red\u00e9finissent l&rsquo;exp\u00e9rience client<\/h3><p class=\"card-text mt-1\">Le centre de contact a toujours refl\u00e9t\u00e9 les besoins et les attentes des clients. 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class=\"card-img-top\" height=\"195\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_1568579692-2-300x195.jpeg\" alt=\"L&rsquo;IA est le nouvel imp\u00e9ratif des responsables\u00a0CX pour 2026\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">03\/12\/2025<\/p><h3 class=\"card-title h6\">L&rsquo;IA est le nouvel imp\u00e9ratif des responsables\u00a0CX pour 2026<\/h3><p class=\"card-text mt-1\">En 2026, c'est l'exp\u00e9rience client qui d\u00e9finira le succ\u00e8s de votre marque\u00a0\u2013 plus que votre produit, son prix ou sa...<\/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\/why-ai-is-a-non-negotiable-for-cx-leaders-in-2026\"><\/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 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