{"id":478090,"date":"2026-07-14T08:29:18","date_gmt":"2026-07-14T15:29:18","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/letat-des-lieux-de-lexperience-client"},"modified":"2026-07-14T08:54:24","modified_gmt":"2026-07-14T15:54:24","slug":"state-of-cx","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/fr-fr\/resources\/state-of-cx","title":{"rendered":"Rapport \u00c9tat des lieux de l&rsquo;exp\u00e9rience client"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1781622358216{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\u00a0\u00bb el_class=\u00a0\u00bbhero\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb5\/12&Prime; el_class=\u00a0\u00bbpx-0&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h1>Rapport \u00c9tat des lieux de l&rsquo;exp\u00e9rience client\u00a02026<\/h1>\n<p class=\"text-20\">Les attentes des consommateurs continuent de progresser, cr\u00e9ant de nouvelles opportunit\u00e9s pour les entreprises \u00e0 l\u2019\u00e8re de l\u2019IA agentique. Fond\u00e9 sur les retours de 5\u00a0811 consommateurs et de 1\u00a0560 responsables CX et dirigeants d\u2019entreprise \u00e0 travers le monde, ce rapport met en lumi\u00e8re la mani\u00e8re dont les organisations les plus avanc\u00e9es exploitent l\u2019IA et l\u2019innovation\u00a0CX pour renforcer la fid\u00e9lisation et g\u00e9n\u00e9rer des r\u00e9sultats mesurables pour l\u2019entreprise.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column background_color=\u00a0\u00bbbgc-white\u00a0\u00bb width=\u00a0\u00bb1\/2&Prime; elemental_order=\u00a0\u00bborder-2&Prime; el_class=\u00a0\u00bbform-card px-2&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2 class=\"h4\">Demandez votre exemplaire du rapport 2026<\/h2>\n<p>[\/vc_column_text]<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 no-bg-form 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=\"701Ht0000025UDbIAM\"><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\/478090?thankyou=478090&page_type=resources&page_attr=Livre%20blanc%3BRapport\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/478090\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"resources\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"fr-fr\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/478090\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"478090\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"E-mail professionnel\" placeholder=\"E-mail professionnel\">\n        <label for=\"fe192\">E-mail professionnel<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=\"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 value=\"Director\">Directeur<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Ing\u00e9nieur\/Architecte<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyste<\/option><option value=\"Partner\">Partenaire<\/option><option value=\"Staff\">Personnel<\/option><option value=\"Unknown\">Autre<\/option>\n        <\/select>\n        <label for=\"fe219\">R\u00f4le<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=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">R\u00e9clamations<\/option><option value=\"Collections\">Collecte<\/option><option value=\"Contact Center Management\">Gestion du centre de contact<\/option><option value=\"Customer Experience\">Exp\u00e9rience client<\/option><option value=\"Customer Service\">Service client<\/option><option value=\"Ecommerce\/Digital Channels\">E-commerce\/canaux digitaux<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Ressources humaines<\/option><option value=\"Influencer\">Influenceur<\/option><option value=\"Information Technology\">IT<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">SVI<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Gestion des op\u00e9rations\/processus<\/option><option value=\"Production Management\">Gestion de la production<\/option><option value=\"Purchasing\">Achats<\/option><option value=\"Sales\">Ventes<\/option><option value=\"Unknown\">Autre<\/option>\n        <\/select>\n        <label 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 for=\"fe801\">Your Website<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=\"city\" id=\"fe226\" value=\"\" placeholder=\"Ville\">\n        <label for=\"fe226\">Ville<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=\"title\" id=\"fe220\" value=\"\" placeholder=\"Intitul\u00e9 du poste\">\n        <label for=\"fe220\">Intitul\u00e9 du poste<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=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banque<\/option><option value=\"Business Services\">Services commerciaux<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">\u00c9nergie et services publics<\/option><option value=\"Entertainment\">Divertissement<\/option><option value=\"Government\">Service public<\/option><option value=\"Insurance\">Assurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technologies<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Autre<\/option>\n        <\/select>\n        <label for=\"fe221\">Industrie<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=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Recherches pr\u00e9liminaires<\/option><option value=\"Gathering business requirements\">\u00c9tablissement d\u2019un cahier des charges<\/option><option value=\"Comparing solutions\">Comparaison de solutions<\/option><option value=\"Ready for a conversation\">Pr\u00eat \u00e0 engager une discussion<\/option>\n        <\/select>\n        <label for=\"fe222\">Domaine d\u2019int\u00e9r\u00eat<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=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1 \u00e0 20<\/option><option value=\"21-50\">21 \u00e0 50<\/option><option value=\"51-100\">51 \u00e0 100<\/option><option value=\"101-300\">101 \u00e0 300<\/option><option value=\"301-500\">301 \u00e0 500<\/option><option value=\"501-1000\">501 \u00e0 1\u00a0000<\/option><option value=\">1000\">Plus de 1\u00a0000<\/option><option value=\"No Contact Center\">Pas un centre de contact<\/option><option value=\"Don't Know\">Ne sait pas<\/option>\n        <\/select>\n        <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=\"Rapport \u00c9tat des lieux de l&rsquo;exp\u00e9rience client\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/478090?thankyou=478090&page_type=resources&page_attr=Livre%20blanc%3BRapport\"><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=\"Consulter le rapport\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Consulter le rapport\" 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_raw_js]JTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZjZG4uanNkZWxpdnIubmV0JTJGbnBtJTJGY2hhcnQuanMlMjIlM0UlM0MlMkZzY3JpcHQlM0UlMEElM0NzY3JpcHQlMjBzcmMlM0QlMjJodHRwcyUzQSUyRiUyRmNkbi5qc2RlbGl2ci5uZXQlMkZucG0lMkZjaGFydGpzLXBsdWdpbi1kYXRhbGFiZWxzJTIyJTNFJTNDJTJGc2NyaXB0JTNFJTBBJTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZjZG4uanNkZWxpdnIubmV0JTJGbnBtJTJGY2hhcnRqcy1wbHVnaW4tYW5ub3RhdGlvbiUyMiUzRSUzQyUyRnNjcmlwdCUzRSUyMA==[\/vc_raw_js][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb][vc_row r_gutter_size=\u00a0\u00bbno-gutters\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/12&Prime;][\/vc_column][vc_column width=\u00a0\u00bb10\/12&Prime;][vc_single_image image=\u00a0\u00bb632428&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb rounded_corners=\u00a0\u00bbrounded-lg\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb1\/12&Prime;][\/vc_column][\/vc_row][vc_row background_color=\u00a0\u00bbbgc-glass\u00a0\u00bb content_placement=\u00a0\u00bbmiddle\u00a0\u00bb disable_element=\u00a0\u00bbyes\u00a0\u00bb el_class=\u00a0\u00bbmt-4 px-2 py-2 rounded-lg\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbbanner\u00a0\u00bb]<\/p>\n<p class=\"h5 mb-0 title\"><img decoding=\"async\" class=\"alignnone size-full wp-image-628907\" src=\"https:\/\/www.genesys.com\/media\/Book_Functional-Icon.png\" alt=\"\" width=\"28\" height=\"21\" \/>Rapport \u00c9tat des lieux de l&rsquo;exp\u00e9rience client\u00a02026<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"btn-container justify-content-lg-end justify-content-end\"><a role=\"button\"  class=\"btn btn-primary\" href=\"#form\" target=\"\" rel=\"\">Consulter le rapport complet<\/a><\/div>[\/vc_column][\/vc_row][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb el_class=\u00a0\u00bbmt-4&Prime;][vc_column]<div class=\"component-mini-banner rounded-lg\"><a class=\"inner-banner rounded-lg bgc-glass\" href=\"#\"><div class=\"banner-row d-flex flex-wrap\"><div class=\"media-row\"><div class=\"media-col\"><div class=\"banner-img-container\"><img decoding=\"async\" class=\"rounded banner-img\" src=\"https:\/\/www.genesys.com\/media\/Book_Functional-Icon.png\" height=\"21\" width=\"28\" alt=\"Book functional icon\"><\/div><\/div><\/div><div class=\"content-row d-flex align-items-center\"><div class=\"content-col d-flex flex-column\"><p class=\"h5 mb-0 title\">\u00c9tat des lieux de l'exp\u00e9rience client 2026 : le rapport mondial<\/p><\/div><div class=\"btn-container mt-0\"><div class=\"btn btn-secondary small chevron\">Consulter le rapport complet<\/div><\/div><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\u00a0\u00bbbgc-white\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb el_class=\u00a0\u00bbpt-3&Prime;][vc_row][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3>Les consommateurs vous comparent aux meilleures exp\u00e9riences qu&rsquo;ils aient v\u00e9cues<\/h3>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb2\/3&Prime;][\/vc_column][\/vc_row][vc_row content_placement=\u00a0\u00bbtop\u00a0\u00bb el_class=\u00a0\u00bbpb-2&Prime;][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_raw_html 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style=\"text-align: center;\">Les infrastructures vieillissantes constituent le principal d\u00e9fi des responsables\u00a0CX<\/h2>\n<p class=\"text-18\" style=\"text-align: center;\">Pour la premi\u00e8re fois depuis 2023, les infrastructures vieillissantes occupent la premi\u00e8re place des d\u00e9fis auxquels sont confront\u00e9s les responsables CX, mettant en p\u00e9ril l\u2019orchestration fluide des parcours clients et le passage \u00e0 l\u2019\u00e9chelle de l\u2019IA.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb5\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bblist-item\u00a0\u00bb]<\/p>\n<h3>Les syst\u00e8mes fragment\u00e9s freinent l&rsquo;exp\u00e9rience client<\/h3>\n<ul>\n<li>Les infrastructures\u00a0CX vieillissantes constituent le principal d\u00e9fi op\u00e9rationnel cit\u00e9 par les responsables\u00a0CX<\/li>\n<li>48\u00a0% des entreprises ne transmettent pas aux agents humains les informations d\u00e9j\u00e0 communiqu\u00e9es par les clients<\/li>\n<li>Les infrastructures vieillissantes repr\u00e9sentent aujourd\u2019hui le principal d\u00e9fi op\u00e9rationnel des responsables\u00a0CX<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][vc_single_image image=\u00a0\u00bb632464&Prime; css=\u00a0\u00bb\u00a0\u00bb][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb el_class=\u00a0\u00bbpb-2&Prime;][vc_row][vc_column width=\u00a0\u00bb5\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3>L&rsquo;IA remod\u00e8le les attentes des consommateurs<\/h3>\n<p class=\"text-18\">L\u2019utilisation quotidienne de l\u2019IA par les consommateurs \u00e9l\u00e8ve les standards de l\u2019exp\u00e9rience client\u00a0: r\u00e9ponses imm\u00e9diates, continuit\u00e9 du contexte et absence de r\u00e9p\u00e9tition.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_raw_html css=\u00a0\u00bb\u00a0\u00bb]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9Ijc2Ij48L3A+CiAgPHA+c+KAmWF0dGVuZGVudCDDoCBjZSBxdWUgbOKAmUlBIGFtw6lsaW9yZSBsYSBxdWFsaXTDqSBkdSBzZXJ2aWNlPC9wPgo8L2Rpdj4=[\/vc_raw_html][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_raw_html css=\u00a0\u00bb\u00a0\u00bb]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9IjQ4Ij48L3A+CiAgPHA+ZGVzIGNvbnNvbW1hdGV1cnMgYXlhbnQgdW5lIHBlcmNlcHRpb24gcGx1cyBuw6lnYXRpdmUgZGUgbOKAmUlBIGzigJlhdHRyaWJ1ZW50IMOgIHVuZSBtYXV2YWlzZSBleHDDqXJpZW5jZSB2w6ljdWU8L3A+CjwvZGl2Pgo=[\/vc_raw_html][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_raw_html css=\u00a0\u00bb\u00a0\u00bb]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9Ijg2Ij48L3A+CiAgPHA+ZGVzIHJlc3BvbnNhYmxlc8KgQ1ggc+KAmWF0dGVuZGVudCDDoCBjZSBxdWUgbOKAmUlBIGZhc3NlIHBhcnRpZSBkZSBjaGFxdWUgaW50ZXJhY3Rpb24gY2xpZW50IGTigJlpY2nCoDIwMjk8L3A+CjwvZGl2Pgo=[\/vc_raw_html][\/vc_column][vc_column][vc_raw_js]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[\/vc_raw_js][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb5\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bblist-item\u00a0\u00bb]<\/p>\n<h3>L&rsquo;\u00e8re agentique exige un nouveau mod\u00e8le op\u00e9rationnel CX<\/h3>\n<ul>\n<li>40\u00a0% des organisations CX utilisent d\u00e9j\u00e0 l&rsquo;IA agentique<\/li>\n<li>En moyenne, les responsables CX pr\u00e9voient de consacrer 30\u00a0% de leur budget de service client \u00e0 des technologies d\u2019exp\u00e9rience client pilot\u00e9es par l\u2019IA.<\/li>\n<li>L\u2019incapacit\u00e9 \u00e0 faire passer les projets d\u2019IA \u00e0 l\u2019\u00e9chelle constitue le deuxi\u00e8me plus grand obstacle \u00e0 des parcours clients fluides et sans rupture<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][vc_single_image image=\u00a0\u00bb632465&Prime; css=\u00a0\u00bb\u00a0\u00bb][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime; elemental_order=\u00a0\u00bborder-2&Prime;][vc_single_image image=\u00a0\u00bb632466&Prime; css=\u00a0\u00bb\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb5\/12&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bblist-item\u00a0\u00bb]<\/p>\n<h2>Quelle est l&rsquo;importance de pouvoir changer de canal sans avoir \u00e0 se r\u00e9p\u00e9ter\u00a0?<\/h2>\n<p class=\"text-18\">95\u00a0% des consommateurs estiment qu\u2019il est important que les informations d\u00e9j\u00e0 communiqu\u00e9es les accompagnent d\u2019un canal \u00e0 l\u2019autre, sans qu\u2019ils aient \u00e0 se r\u00e9p\u00e9ter. Des transferts mal g\u00e9r\u00e9s entre canaux ou intervenants peuvent renforcer la fid\u00e9lisation\u2026 ou, au contraire, la compromettre.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime; elemental_order=\u00a0\u00bborder-2&Prime;][vc_single_image image=\u00a0\u00bb632467&Prime; css=\u00a0\u00bb\u00a0\u00bb rounded_corners=\u00a0\u00bbrounded-lg\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb5\/12&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bblist-item\u00a0\u00bb]<\/p>\n<h2>La voie \u00e0 suivre<\/h2>\n<p class=\"text-18\">L\u2019avenir de l\u2019exp\u00e9rience client repose sur la connexion entre les personnes, les syst\u00e8mes, les donn\u00e9es et l\u2019IA. Les organisations les plus avanc\u00e9es investissent dans des plateformes\u00a0CX capables d\u2019unifier ces diff\u00e9rentes composantes au sein d\u2019un m\u00eame environnement. Lorsque le contexte accompagne le client tout au long de son parcours, l\u2019IA dispose des fondations n\u00e9cessaires pour agir efficacement. Chaque interaction contribue alors \u00e0 renforcer la fid\u00e9lisation plut\u00f4t qu\u2019\u00e0 l\u2019\u00e9roder.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\u00a0\u00bbenable\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1781626722241{margin-top: 40px !important;margin-bottom: 80px !important;background-image: url(https:\/\/www.genesys.com\/media\/quote-section_image.png?id=629572) !important;}\u00a0\u00bb el_class=\u00a0\u00bbquote-section\u00a0\u00bb][vc_row min_height=\u00a0\u00bb757px\u00a0\u00bb][vc_column background_color=\u00a0\u00bbbgc-glass\u00a0\u00bb width=\u00a0\u00bb3\/4&Prime; css=\u00a0\u00bb.vc_custom_1781626514825{padding-top: 32px !important;padding-right: 32px !important;padding-bottom: 32px !important;padding-left: 32px !important;}\u00a0\u00bb][vc_column_text ct_style=\u00a0\u00bbstat\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"text-32\">Une plateforme\u00a0CX unifi\u00e9e permet de r\u00e9unir l\u2019IA, les canaux, les donn\u00e9es et les workflows au sein d\u2019un environnement connect\u00e9. Elle fournit aux \u00e9quipes le contexte dont elles ont besoin pour agir efficacement et coordonner les actions \u00e0 travers les diff\u00e9rents syst\u00e8mes.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1781622358216{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\u00a0\u00bb el_class=\u00a0\u00bbhero\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb5\/12&Prime; el_class=\u00a0\u00bbpx-0&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] Rapport \u00c9tat des lieux de l&rsquo;exp\u00e9rience client\u00a02026 Les attentes des consommateurs continuent de progresser, cr\u00e9ant de nouvelles opportunit\u00e9s pour les entreprises \u00e0 l\u2019\u00e8re de l\u2019IA agentique. 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