{"id":116992,"date":"2019-01-03T11:35:30","date_gmt":"2019-01-03T19:35:30","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=116992"},"modified":"2022-04-04T20:23:49","modified_gmt":"2022-04-05T03:23:49","slug":"category","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/fr-fr\/blog\/category","title":{"rendered":"Category"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1530915447214{padding-top: 65px !important;padding-bottom: 0px !important;}\u00a0\u00bb][vc_row gap=\u00a0\u00bb35&Prime; equal_height=\u00a0\u00bbyes\u00a0\u00bb el_class=\u00a0\u00bbg-flex\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime; el_class=\u00a0\u00bbno-inner-padding\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime; el_class=\u00a0\u00bbno-inner-padding\u00a0\u00bb]<div class=\"search-bar\" id=\"nav-search-box\"><\/div><script>var getUrlParam = function(e){var t = new RegExp(\"[?&]\" + e.replace(\/[\\[\\]]\/g, \"\\$&\") + \"(=([^&#]*)|&|#|$)\"),a = t.exec(window.location.href);return a && a[2] ? 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Dans l\u2019\u00e9conomie de l\u2019exp\u00e9rience, chaque...<\/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\/1076\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Greg-Thomas-headshot-e1716404261507.jpg\" alt=\"Greg Thomas\"><p class=\"mb-0\">Greg Thomas<\/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-cx-measurement-needs-to-evolve\"><\/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\/empowering-teams-and-elevating-experiences-a-cx-leaders-view-on-employee-engagement\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-1-1-300x169.jpg\" alt=\"Donner aux \u00e9quipes les moyens d\u2019am\u00e9liorer les exp\u00e9riences client\u00a0: le regard d\u2019un responsable CX sur l\u2019engagement collaborateur\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">28\/05\/2026<\/p><h3 class=\"card-title h6\">Donner aux \u00e9quipes les moyens d\u2019am\u00e9liorer les exp\u00e9riences client\u00a0: le regard d\u2019un responsable CX sur l\u2019engagement collaborateur<\/h3><p class=\"card-text mt-1\">Pascal Beaudoin, M.Sc., Director of Customer-Centric Solutions, Business Performance and Information Technology chez Beneva, est...<\/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\/empowering-teams-and-elevating-experiences-a-cx-leaders-view-on-employee-engagement\"><\/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\/5-brands-using-ai-to-scale-efficiency-without-sacrificing-experience-quality\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-3-1-300x200.jpg\" alt=\"5 marques qui utilisent l&rsquo;IA pour optimiser leur efficacit\u00e9 sans compromettre la qualit\u00e9 de l\u2019exp\u00e9rience\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">21\/05\/2026<\/p><h3 class=\"card-title h6\">5 marques qui utilisent l&rsquo;IA pour optimiser leur efficacit\u00e9 sans compromettre la qualit\u00e9 de l\u2019exp\u00e9rience<\/h3><p class=\"card-text mt-1\">Dans tous les secteurs, les organisations sont sous pression pour absorber des volumes d\u2019interactions croissants avec un niveau...<\/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\/5-brands-using-ai-to-scale-efficiency-without-sacrificing-experience-quality\"><\/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\/meet-your-new-ai-team-member-genesys-cloud-copilot\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Meet-Genesys-Cloud-Copilot-300x200.png\" alt=\"Voici le nouveau membre de votre \u00e9quipe\u00a0IA\u00a0: Genesys Cloud Copilot\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">27\/04\/2026<\/p><h3 class=\"card-title h6\">Voici le nouveau membre de votre \u00e9quipe\u00a0IA\u00a0: Genesys Cloud Copilot<\/h3><p class=\"card-text mt-1\">L\u2019exp\u00e9rience client a toujours repos\u00e9 sur l\u2019humain. Cela demeure vrai, m\u00eame \u00e0 l\u2019heure o\u00f9 l\u2019intelligence artificielle...<\/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\/1058\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/ACastelot.jpeg\" alt=\"Allison Castelot\"><p class=\"mb-0\">Allison Castelot<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/meet-your-new-ai-team-member-genesys-cloud-copilot\"><\/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\">30\/03\/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\/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\/the-new-rules-of-cx-leadership-in-an-ai-powered-world\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/MaestroAdobeStock_1798912305-300x200.jpeg\" alt=\"Les nouvelles r\u00e8gles du leadership CX dans un monde pilot\u00e9 par l\u2019IA\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">23\/02\/2026<\/p><h3 class=\"card-title h6\">Les nouvelles r\u00e8gles du leadership CX dans un monde pilot\u00e9 par l\u2019IA<\/h3><p class=\"card-text mt-1\">Gabriel Galbieri, sp\u00e9cialiste des centres de contact au sein du cabinet de conseil en ressources humaines Cielo, est Maestro 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\/1221\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Gabriel-Galbieri-cielo-e1771865786666.jpeg\" alt=\"Gabriel Galbieri\"><p class=\"mb-0\">Gabriel Galbieri<\/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-new-rules-of-cx-leadership-in-an-ai-powered-world\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" 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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 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