{"id":389660,"date":"2021-07-19T04:50:40","date_gmt":"2021-07-19T11:50:40","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/soyons-personnels-comment-les-entreprises-peuvent-utiliser-un-service-client-personnalise-pour-redemarrer-et-reconstruire"},"modified":"2021-07-28T04:21:21","modified_gmt":"2021-07-28T11:21:21","slug":"soyons-personnels-comment-les-entreprises-peuvent-utiliser-un-service-client-personnalise-pour-redemarrer-et-reconstruire","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/fr-fr\/resources\/soyons-personnels-comment-les-entreprises-peuvent-utiliser-un-service-client-personnalise-pour-redemarrer-et-reconstruire","title":{"rendered":"Soyons personnels : comment les entreprises peuvent utiliser un service client personnalis\u00e9 pour red\u00e9marrer et reconstruire"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section g_section_text=\u00a0\u00bbwhite\u00a0\u00bb full_width=\u00a0\u00bbstretch_row\u00a0\u00bb el_id=\u00a0\u00bbresources-header\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1557260620493{background-color: #4e5054 !important;}\u00a0\u00bb el_class=\u00a0\u00bbvisible-overflow\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text]<\/p>\n<h3 class=\"pgtagline\">Rapport MyCustomer Insight<\/h3>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1 class=\"p1\">Comment les entreprises peuvent utiliser un service client personnalis\u00e9 pour red\u00e9marrer et reconstruire<\/h1>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row gap=\u00a0\u00bb35&Prime; equal_height=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1560865125386{margin-bottom: 100px !important;}\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime; elemental_order=\u00a0\u00bborder-2&Prime; css=\u00a0\u00bb.vc_custom_1569524754144{margin-top: 40px !important;padding-right: 5% !important;}\u00a0\u00bb][vc_column_text]Au cours des 12 derniers mois, la plupart des marques ont connu un \u00ab rush vers le digital \u00bb, les clients exigeant en cons\u00e9quence une exp\u00e9rience client num\u00e9rique am\u00e9lior\u00e9e.<\/p>\n<p>Alors que les entreprises envisagent de renouveler leur approche du service client \u00e0 la suite de la pand\u00e9mie de coronavirus, une exigence cl\u00e9 sera la capacit\u00e9 d&rsquo;offrir une personnalisation \u00e0 grande \u00e9chelle.<\/p>\n<p>En association avec Sabio et Genesys, ce rapport montre les raisons pour lesquelles la personnalisation du service client est d\u00e9sormais un imp\u00e9ratif pour les entreprises, les voies qu&rsquo;elles doivent emprunter pour pouvoir proposer une personnalisation \u00e0 grande \u00e9chelle et les cas d&rsquo;utilisation des entreprises europ\u00e9ennes qui ont pu offrir un service vraiment personnalis\u00e9 pendant la pand\u00e9mie de coronavirus, malgr\u00e9 tous les d\u00e9fis que cela pr\u00e9sente.<\/p>\n<p>Vous d\u00e9couvrirez dans ce rapport :<\/p>\n<ul>\n<li>Pourquoi le service client personnalis\u00e9 est devenu de plus en plus important pour les entreprises<\/li>\n<li>Les d\u00e9fis d&rsquo;\u00eatre en mesure de r\u00e9pondre \u00e0 l&rsquo;imp\u00e9ratif de personnalisation \u00e0 grande \u00e9chelle, et les voies pour y parvenir &#8211; comment comprendre vos clients, comment cr\u00e9er des profils de donn\u00e9es, le r\u00f4le du cloud<\/li>\n<li>Personnalisation dans le centre de contact &#8211; ce que cela implique, l&rsquo;importance de l&#8217;empathie des agents, donner la priorit\u00e9 aux clients et pr\u00e9voir les besoins<\/li>\n<li>Le r\u00f4le de la technologie, y compris le centre de contact cloud, l&rsquo;IA et l&rsquo;automatisation pour aider \u00e0 obtenir un service personnalis\u00e9 \u00e0 grande \u00e9chelle<br \/>\nConseils et astuces pour cr\u00e9er une feuille de route pour obtenir un service personnalis\u00e9 \u00e0 grande \u00e9chelle<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime; el_class=\u00a0\u00bbnegative-form\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1569438416105{margin-top: 100px !important;background-color: #f3f3f3 !important;}\u00a0\u00bb][vc_column_text]<\/p>\n<h2 class=\"text-orange text-24\" style=\"text-align: center;\">T\u00e9l\u00e9charger le rapport<\/h2>\n<p>[\/vc_column_text][vc_single_image image=\u00a0\u00bb390883&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb si_max_width=\u00a0\u00bb80%\u00a0\u00bb]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Heureux de vous revoir,<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Ce n\u2019est pas vous ?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7011T000001l18yQAA\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/389660?thankyou=389660&page_type=resources&page_attr=Rapport\"><input type=\"hidden\" 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<input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Pr\u00e9nom\">\n        <label for=\"fe190\">Pr\u00e9nom<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Nom\">\n        <label for=\"fe191\">Nom<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">Cadre sup\u00e9rieur<\/option><option value=\"VP\">VP<\/option><option 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for=\"fe218\">D\u00e9partement<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Nom de la soci\u00e9t\u00e9\">\n        <label for=\"fe193\">Nom de la soci\u00e9t\u00e9<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"T\u00e9l\u00e9phone\">\n        <label for=\"fe215\">T\u00e9l\u00e9phone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pays<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">D\u00e9partement\/r\u00e9gion<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label 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<label for=\"fe225\">Nombre de postes agents<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Oui. Me tenir inform\u00e9 par e-mail ou par t\u00e9l\u00e9phone des informations relatives \u00e0 Genesys.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Je souhaite \u00eatre contact\u00e9 par un expert CX<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Asset\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"Soyons personnels : comment les entreprises peuvent utiliser un service client personnalis\u00e9 pour red\u00e9marrer et reconstruire\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/389660?thankyou=389660&page_type=resources&page_attr=Rapport\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"T\u00e9l\u00e9charger\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"T\u00e9l\u00e9charger\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>En fournissant vos informations, vous acceptez notre <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">politique de confidentialit\u00e9<\/a><\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][vc_row css=\u00a0\u00bb.vc_custom_1598448339263{margin-bottom: 40px !important;}\u00a0\u00bb][vc_column][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section g_section_text=\u00a0\u00bbwhite\u00a0\u00bb full_width=\u00a0\u00bbstretch_row\u00a0\u00bb el_id=\u00a0\u00bbresources-header\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1557260620493{background-color: #4e5054 !important;}\u00a0\u00bb el_class=\u00a0\u00bbvisible-overflow\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text] Rapport MyCustomer Insight [\/vc_column_text][vc_column_text] Comment les entreprises peuvent utiliser un service client personnalis\u00e9 pour red\u00e9marrer et reconstruire [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row gap=\u00a0\u00bb35&Prime; equal_height=\u00a0\u00bbyes\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1560865125386{margin-bottom: 100px !important;}\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime; elemental_order=\u00a0\u00bborder-2&Prime; css=\u00a0\u00bb.vc_custom_1569524754144{margin-top: 40px !important;padding-right: 5% !important;}\u00a0\u00bb][vc_column_text]Au cours des 12 derniers mois, la plupart des marques ont connu un \u00ab rush vers [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":389669,"template":"","tax_priority":[54],"tax_contenttheme":[14892,14894],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[17540],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-389660","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_contenttheme-improve-customer-experience-fr-fr","tax_contenttheme-level-up-your-technology-fr-fr","tax_products_programs-genesys-cloud-cx-fr-fr","tax_content_type-report-fr-fr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/389660","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/49"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/389660\/revisions"}],"predecessor-version":[{"id":390886,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/389660\/revisions\/390886"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media\/389669"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=389660"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=389660"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=389660"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=389660"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=389660"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=389660"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=389660"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=389660"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=389660"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=389660"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=389660"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}