{"id":470062,"date":"2023-03-28T04:21:51","date_gmt":"2023-03-28T11:21:51","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=470062"},"modified":"2023-06-12T02:18:45","modified_gmt":"2023-06-12T09:18:45","slug":"predictions-sur-le-future-du-cx-six-tendances-pour-2023","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/fr-fr\/webinars\/predictions-sur-le-future-du-cx-six-tendances-pour-2023","title":{"rendered":"Predictions sur le future du CX: Six tendances pour 2023"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<div class=\"wpb_text_column wpb_content_element \">\n<div class=\"wpb_wrapper\">\n<p class=\"pre_h1\">Disponible d\u00e8s maintenant<\/p>\n<\/div>\n<\/div>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>Predictions CX: Six tendances pour 2023<\/h1>\n<p>[\/vc_column_text][vc_column_text]Comment rester comp\u00e9titif dans le climat actuel[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[\/vc_column_inner][\/vc_row_inner][vc_column_text]<\/p>\n<div class=\"OutlineElement Ltr SCXW165032582 BCX0\" style=\"margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; overflow: visible; cursor: text; clear: both; position: relative; direction: ltr; color: #000000; font-family: 'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif; font-size: 12px;\">\n<p class=\"text-18\">En p\u00e9riode d&rsquo;incertitude, il peut \u00eatre difficile de voir ce qui nous attend &#8211; et encore plus difficile de s&rsquo;y pr\u00e9parer. Mais dans le contexte actuel, certaines tendances sont claires. Les comprendre vous donnera un <strong>avantage concurrentiel.<\/strong><\/p>\n<p class=\"text-18\">Pour r\u00e9ussir dans le march\u00e9 du CX, il faut toujours adopter une approche <strong>centr\u00e9e sur le client<\/strong>. Mais ce que cela signifie &#8211; et la mani\u00e8re dont les entreprises tiennent cette promesse \u00e9volue. La technologie et l&rsquo;exp\u00e9rience des employ\u00e9s joueront un r\u00f4le important dans la suite des \u00e9v\u00e9nements.<\/p>\n<p class=\"text-18\">Durant cette session, des experts du secteur et des leaders d&rsquo;opinion donnent un <strong>aper\u00e7u des tendances les plus importantes en mati\u00e8re d&rsquo;exp\u00e9rience client pour 2023.<\/strong><\/p>\n<\/div>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_column_text]<\/p>\n<h6 class=\"text-blue font-swb\">Apprenez comment ces tendances d\u00e9finiront le <span id=\"3\">futur<\/span><\/h6>\n<p>[\/vc_column_text]<div class=\"component icon-list w-100  horizontal text-start\"><div class=\"row no-gutters p-0 m-0\"><div class=\"col-md-1 me-auto\"><i class=\"mb-1 icon-size-regular fak fa-gen-ai-acronym text-light-blue\"><\/i><\/div><div class=\"col-md-10\"><p>L\u2019IA et l&rsquo;orchestration des canaux redessineront les contours de la CX<\/p>\n<\/div><\/div><\/div><div class=\"component icon-list w-100  horizontal text-start\"><div class=\"row no-gutters p-0 m-0\"><div class=\"col-md-1 me-auto\"><i class=\"mb-1 icon-size-regular fak fa-gen-mobile-laptop text-light-blue\"><\/i><\/div><div class=\"col-md-10\"><p>De nouvelles technologies ouvriront la voie \u00e0 une agilit\u00e9 in\u00e9dite<\/p>\n<\/div><\/div><\/div><div class=\"component icon-list w-100  horizontal text-start\"><div class=\"row no-gutters p-0 m-0\"><div class=\"col-md-1 me-auto\"><i class=\"mb-1 icon-size-regular fak fa-gen-people-3 text-light-blue\"><\/i><\/div><div class=\"col-md-10\"><p>La r\u00e9invention de l\u2019exp\u00e9rience collaborateur renforcera la r\u00e9silience des entreprises<\/p>\n<\/div><\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;]<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 webinarform 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=\"7011T000001Yt11QAC\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/resources\/six-cx-trends-for-2023\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/470062\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><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\/webinars\/470062\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"470062\">\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=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><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=\"Voir le replay\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Voir le replay\" 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_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h2 class=\"font-swb\" style=\"text-align: center;\">LES Speakers<\/h2>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_column_text css=\u00a0\u00bb.vc_custom_1671047825031{padding-bottom: 20px !important;}\u00a0\u00bb]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-458438 size-full\" src=\"https:\/\/www.genesys.com\/media\/Rebecca-Wetterman-Round-3.png\" alt=\"\" width=\"105\" height=\"105\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Rebecca Wettemann<\/strong><br \/>\nCEO and Principal Analyst<br \/>\nValoir<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb.vc_custom_1668790369433{padding-bottom: 20px !important;}\u00a0\u00bb]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-458709 size-full\" src=\"https:\/\/www.genesys.com\/media\/Lori-Bocklund-Round-2.png\" alt=\"\" width=\"105\" height=\"105\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Lori Bocklund<br \/>\n<\/strong>Founder and President<br \/>\nStrategic Contact<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb.vc_custom_1671024266320{padding-bottom: 20px !important;}\u00a0\u00bb]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-459716 \" src=\"https:\/\/www.genesys.com\/media\/Phoebe-M-Asquith.png\" alt=\"\" width=\"110\" height=\"114\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Dr. Phoebe Asquith<br \/>\n<\/strong>Lead Psychologist and Wellbeing Consultant<br \/>\nSabio Group<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb.vc_custom_1668699600266{padding-bottom: 20px !important;}\u00a0\u00bb]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-458710 size-full\" src=\"https:\/\/www.genesys.com\/media\/Dr.-Natalie.png\" alt=\"\" width=\"105\" height=\"105\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Dr. Natalie Petouhoff<br \/>\n<\/strong>Senior Strategic Business Consultant Director<br \/>\nGenesys<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb.vc_custom_1671024566225{padding-bottom: 20px !important;}\u00a0\u00bb]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-459637\" src=\"https:\/\/www.genesys.com\/media\/headshot_Steve-Offsey-O_200x200-144x144.png\" alt=\"\" width=\"98\" height=\"98\" srcset=\"https:\/\/www.genesys.com\/media\/headshot_Steve-Offsey-O_200x200-144x144.png 144w, https:\/\/www.genesys.com\/media\/headshot_Steve-Offsey-O_200x200.png 200w\" sizes=\"(max-width: 98px) 100vw, 98px\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Steve Offsey<br \/>\n<\/strong>Vice President of Marketing &#8211; Pointillist<br \/>\nGenesys<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb.vc_custom_1669828365165{padding-bottom: 20px !important;}\u00a0\u00bb]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-459733 \" src=\"https:\/\/www.genesys.com\/media\/David-Wasserman.png\" alt=\"\" width=\"112\" height=\"112\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>David Wasserman<br \/>\n<\/strong>Senior Director of Product Marketing<br \/>\nGenesys<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb.vc_custom_1668700456731{padding-bottom: 20px !important;}\u00a0\u00bb]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-458414\" src=\"https:\/\/www.genesys.com\/media\/Claire-Beatty-modified-300x300.png\" alt=\"\" width=\"105\" height=\"105\" srcset=\"https:\/\/www.genesys.com\/media\/Claire-Beatty-modified-300x300.png 300w, https:\/\/www.genesys.com\/media\/Claire-Beatty-modified-144x144.png 144w, https:\/\/www.genesys.com\/media\/Claire-Beatty-modified.png 400w\" sizes=\"(max-width: 105px) 100vw, 105px\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Claire Beatty<br \/>\n<\/strong>Senior Director of Thought Leadership<br \/>\nGenesys<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb.vc_custom_1668790207171{padding-bottom: 20px !important;}\u00a0\u00bb]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-458415\" src=\"https:\/\/www.genesys.com\/media\/Ginger-Conlon-Podcast-Image-1-modified-300x300.png\" alt=\"\" width=\"105\" height=\"105\" srcset=\"https:\/\/www.genesys.com\/media\/Ginger-Conlon-Podcast-Image-1-modified-300x300.png 300w, https:\/\/www.genesys.com\/media\/Ginger-Conlon-Podcast-Image-1-modified-144x144.png 144w, https:\/\/www.genesys.com\/media\/Ginger-Conlon-Podcast-Image-1-modified.png 714w\" sizes=\"(max-width: 105px) 100vw, 105px\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Ginger Conlon<br \/>\n<\/strong>Director of Thought Leadership<br \/>\nGenesys<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_row_inner][vc_column_inner][vc_column_text] Disponible d\u00e8s maintenant [\/vc_column_text][vc_column_text] Predictions CX: Six tendances pour 2023 [\/vc_column_text][vc_column_text]Comment rester comp\u00e9titif dans le climat actuel[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text] En p\u00e9riode d&rsquo;incertitude, il peut \u00eatre difficile de voir ce qui nous attend &#8211; et encore plus difficile de s&rsquo;y pr\u00e9parer. Mais dans le contexte actuel, certaines tendances sont claires. Les comprendre vous donnera un avantage [&hellip;]<\/p>\n","protected":false},"author":973,"featured_media":0,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-470062","webinars","type-webinars","status-publish","hentry"],"acf":{"w_sdate":"01\/03\/2023 9:00 am","w_edate":"01\/03\/2023 10:00 am","w_scope":"single","w_region":[{"value":"na","label":"North America"},{"value":"emea","label":"Europe, Middle East & Africa"},{"value":"apac","label":"Asia-Pacific"}],"w_reg_na_time":{"custom_label":"","w_reg_time_date_na":"11\/16\/2022","w_reg_timezone_na":"11AM PT\/2PM ET","w_cid_na":"7011T000001YrqAQAS"},"w_reg_emea_time":{"custom_label":"","w_reg_time_date_emea":"11\/17\/2022","w_reg_timezone_emea":"2PM GMT\/3PM CET","w_cid_emea":"7011T000001YrqKQAS"},"w_reg_apac_time":{"custom_label":"","w_reg_time_date_apac":"11\/17\/2022","w_reg_timezone_apac":"11AM SGT\/2PM AEDT","w_cid_apac":"7011T000001YrqFQAS"},"item_nav_hide":"no","utm_pass":false,"asset_expiration":"","enable_external_utm":false,"add_to_global_events":false,"disable_chat":false,"enable_ab_test":false,"meta_title":"","meta_description":"Hear from industry experts and thought leaders as they look ahead at the most important CX trends of 2023. ","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","w_tycontent":"","media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":393961,"post_author":"596","post_date":"2025-09-10 21:48:00","post_date_gmt":"2025-09-11 04:48:00","post_content":"","post_title":"Gartner\u00ae\u00a0Magic\u00a0Quadrant\u2122\u00a0pour les Contact Center as a Service (CCaaS)","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"gartner-magic-quadrant-for-contact-center-as-a-service","to_ping":"","pinged":"","post_modified":"2025-09-11 13:17:00","post_modified_gmt":"2025-09-11 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Top CX Trends for 2022 and Beyond<\/h1>\r\nWinning in today\u2019s experience economy requires delivering empathy at scale to customers and employees. To accelerate this transformation, we\u2019ve identified eight major trends in customer experience (CX) and employee experience that will drive businesses in 2022 and beyond.\r\n\r\nIn this report, leaders from Genesys, our ecosystem partners and industry analysts share how these eight trends \u2014 spanning platforms, data, personalization, metrics and talent \u2014 will reshape their strategic agendas and yours. We explore what these trends mean for your business, the benefits of getting ahead of them \u2014 and the risks of being left behind.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" elemental_order=\"order-2\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_single_image image=\"415005\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-white\" m_background_color=\"bgc-white\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\" el_id=\"socx21-panel-nav\"][vc_row content_placement=\"middle\" el_class=\"socx21-panel-nav\" css=\".vc_custom_1633036116037{padding-top: 0px !important;padding-bottom: 0px !important;}\"][vc_column][vc_column_text css=\".vc_custom_1633036374284{margin-bottom: 0px !important;padding-bottom: 0px !important;}\"]\r\n<h3 class=\"text-navy\" style=\"text-align: center;\">Navigate the trends<\/h3>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\" css=\".vc_custom_1633038389722{margin-top: -2.167rem !important;padding-top: 0px !important;}\"][vc_column width=\"1\/2\" el_class=\"stack-one\"][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:%2Fresources%2Ftop-cx-trend-1|title:By%20John%20Gamberoni%2C%20Accenture\" media=\"416308\"]\r\n<h4>1. Contact center to engagement center<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:%2Fresources%2Ftop-cx-trend-2|title:By%20Bruce%20Temkin%2C%20Qualtrics%20XM%20Institute\" media=\"416538\"]\r\n<h4>2. CX metrics aligned to value\u200b<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:%2Fresources%2Ftop-cx-trend-3|title:By%20Don%20Peppers%2C%20CX%20Speakers\" media=\"416533\"]\r\n<h4>3. Personalized end-to-end journeys<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:%2Fresources%2Ftop-cx-trend-4|title:By%20Brett%20Weigl%2C%20Genesys\" media=\"416539\"]\r\n<h4>4. AI builds customer empathy<\/h4>\r\n[\/component_card][\/vc_column][vc_column width=\"1\/2\" el_class=\"stack-two\"][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:%2Fresources%2Ftop-cx-trend-5|title:By%20Shantanu%20Misra%2C%20Google\" media=\"416543\"]\r\n<h4>5. Fair exchange: Data for experience<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:%2Fresources%2Ftop-cx-trend-6|title:By%20David%20Allison%2C%20The%20Valuegraphics%20Project\" media=\"416540\"]\r\n<h4>6. Human values drives workforce engagement<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:%2Fresources%2Ftop-cx-trend-7|title:By%20Mila%20D%E2%80%99Antonio%2C%20Omdia\" media=\"416541\"]\r\n<h4>7. CX becomes a talent hub<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:%2Fresources%2Ftop-cx-trend-8|title:By%20Olivier%20Jouve%2C%20Genesys%20Cloud\" media=\"416542\"]\r\n<h4>8. Composable tech delivers speed and scale<\/h4>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section disable_element=\"yes\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_single_image image=\"400881\"][\/vc_column][vc_column width=\"1\/2\"][vc_column_text]\r\n<h3 class=\"font-swb\">This report explores how consumers and companies are interacting today<\/h3>\r\nIt surfaces the good, the bad and the ugly about customer experience, and explores how CX leaders can win in the experience economy.[\/vc_column_text][component_button primary_cta=\"url:%2Fresources%2Fstate-of-cx-report|title:Download%20the%20report%20now|rel:nofollow\"][\/vc_column][\/vc_row][\/vc_section]","post_title":"The Top CX Trends for 2022 and Beyond","post_excerpt":"","post_status":"draft","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"top-cx-trends-2022","to_ping":"","pinged":"","post_modified":"2024-12-03 10:15:02","post_modified_gmt":"2024-12-03 18:15:02","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=414932","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"w_single_timezone":"","toggle_exceed_chat":false,"media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/lLjqKbQg7DY?&cc_lang_pref=fr&cc_load_policy=1&hl=fr\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>","is_on_demand":false},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/470062","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/973"}],"version-history":[{"count":11,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/470062\/revisions"}],"predecessor-version":[{"id":507273,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/470062\/revisions\/507273"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=470062"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=470062"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=470062"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=470062"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=470062"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=470062"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=470062"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=470062"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=470062"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=470062"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=470062"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}