{"id":600252,"date":"2025-10-23T12:48:50","date_gmt":"2025-10-23T19:48:50","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/reimaginez-lexperience-client-avec-agentic-ai-genesys-cloud-ai"},"modified":"2025-10-23T12:56:32","modified_gmt":"2025-10-23T19:56:32","slug":"reimagine-cx-agenticai","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/fr-fr\/webinars\/reimagine-cx-agenticai","title":{"rendered":"R\u00e9imaginez l&rsquo;exp\u00e9rience client avec Agentic AI + Genesys Cloud AI"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=\u00a0\u00bb7\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]D\u00e9couvrez Genesys en action, webinaire de d\u00e9monstration \u00e0 la demande[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h1>R\u00e9inventez l&rsquo;exp\u00e9rience client avec Agentic AI + Genesys Cloud AI Studio<\/h1>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]D\u00e9couvrez ce que l&rsquo;IA agentique et proactive peut faire pour l&rsquo;exp\u00e9rience de vos clients et de vos collaborateurs[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&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=\"701Ht000001CV0SIAW\"><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\/fr-fr\/wp-json\/wp\/v2\/webinars\/600252?thankyou=600252&page_type=webinars&page_attr=Video%3BBest%20Practice\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/600252\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input 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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 \/ 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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 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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 maintenant\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Voir maintenant\" 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_section][vc_section][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h5>D\u00e9couvrez l&rsquo;avenir de l&rsquo;exp\u00e9rience client avec Agentic AI<\/h5>\n<p>D\u00e9couvrez comment Agentic AI, optimis\u00e9 par Genesys Cloud AI Studio et AI Guides, transforme la fa\u00e7on dont les marques orchestrent les exp\u00e9riences clients et agents. Contrairement \u00e0 l&rsquo;IA conventionnelle, Agentic AI ne se contente pas de r\u00e9pondre\u00a0: elle guide, raisonne et agit de mani\u00e8re autonome pour offrir les r\u00e9sultats qui comptent pour votre entreprise et vos clients.<\/p>\n<h6>Concevez, d\u00e9ployez et g\u00e9rez en toute simplicit\u00e9<\/h6>\n<p>Avec AI Studio, vos experts m\u00e9tier, et pas seulement les d\u00e9veloppeurs, peuvent cr\u00e9er des parcours clients performants et proactifs gr\u00e2ce \u00e0 des outils intuitifs et sans code.<\/p>\n<h6>D\u00e9couvrez la nouvelle g\u00e9n\u00e9ration d&rsquo;AI Guides<\/h6>\n<p>Les AI Guides sont des agents intelligents qui prennent des initiatives, raisonnent sur plusieurs \u00e9tapes et collaborent avec les humains pour r\u00e9soudre des sc\u00e9narios complexes. D\u00e9couvrez comment ils travaillent en \u00e9troite collaboration avec les agents pour r\u00e9duire les efforts et optimiser chaque interaction.<\/p>\n<h6>Exploitez toute la puissance d&rsquo;Agentic AI<\/h6>\n<p>D\u00e9couvrez comment Agentic AI allie orchestration des conversations, automatisation des workflows et IA g\u00e9n\u00e9rative pour aller au-del\u00e0 des chatbots et des scripts rigides, permettant \u00e0 l&rsquo;IA d&rsquo;agir en fonction de l&rsquo;intention, et non pas simplement de r\u00e9pondre aux entr\u00e9es.<\/p>\n<h6>Aper\u00e7us des experts Genesys<\/h6>\n<p>Profitez de conseils d&rsquo;experts partag\u00e9s lors de la s\u00e9ance de questions-r\u00e9ponses interactive, avec des enseignements pratiques pour vous aider \u00e0 appliquer l&rsquo;IA agentique au sein de votre organisation.<\/p>\n<p>\ud83c\udfa5 Regardez cette rediffusion d\u00e8s maintenant et repartez avec un plan pour mener la transformation de l&rsquo;IA dans l&rsquo;exp\u00e9rience client.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h3 class=\"text-20\">D\u00e9couvrez comment les entreprises peuvent utiliser ces outils pour\u00a0:<\/h3>\n<ul>\n<li class=\"text-20\">am\u00e9liorer la r\u00e9solution au premier contact<\/li>\n<li class=\"text-20\">am\u00e9liorer la productivit\u00e9 et la satisfaction des agents<\/li>\n<li class=\"text-20\">r\u00e9duire les co\u00fbts op\u00e9rationnels<\/li>\n<li class=\"text-20\">augmenter la vitesse de mise sur le march\u00e9 gr\u00e2ce aux solutions d&rsquo;IA<\/li>\n<li class=\"text-20\">enrichir l&rsquo;exp\u00e9rience client et d\u00e9velopper la fid\u00e9lit\u00e9 client<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=\u00a0\u00bb7\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]D\u00e9couvrez Genesys en action, webinaire de d\u00e9monstration \u00e0 la demande[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] R\u00e9inventez l&rsquo;exp\u00e9rience client avec Agentic AI + Genesys Cloud AI Studio [\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]D\u00e9couvrez ce que l&rsquo;IA agentique et proactive peut faire pour l&rsquo;exp\u00e9rience de vos clients et de vos collaborateurs[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] D\u00e9couvrez l&rsquo;avenir de l&rsquo;exp\u00e9rience client avec Agentic AI [&hellip;]<\/p>\n","protected":false},"author":1137,"featured_media":0,"template":"","tax_priority":[],"tax_contenttheme":[14892,14893,14894,14897],"tax_bundle":[18505,18599],"tax_contenttheme2":[16127,16157,16109,16193],"tax_capability_sitewide":[16202,16257,16393],"tax_products_programs":[16482],"tax_buying_job":[],"tax_buyer_persona":[16888,16916],"tax_sector":[16925,16978,17016,17033,16957,18513],"tax_segment":[17081,17099,17134],"class_list":["post-600252","webinars","type-webinars","status-publish","hentry","webinar_type-best-practice","tax_contenttheme-improve-customer-experience-fr-fr","tax_contenttheme-improve-employee-experience-fr-fr","tax_contenttheme-level-up-your-technology-fr-fr","tax_contenttheme-grow-your-business-fr-fr","tax_bundle-genesys-ai-fr-fr","tax_bundle-genesys-ai-fr-fr-2","tax_contenttheme2-improve-customer-experience-fr-fr","tax_contenttheme2-improve-employee-experience-fr-fr","tax_contenttheme2-grow-your-business-fr-fr","tax_contenttheme2-level-up-your-technology-fr-fr","tax_capability_sitewide-ai-and-automation-fr-fr","tax_capability_sitewide-digital-fr-fr","tax_capability_sitewide-unified-communications-fr-fr","tax_products_programs-genesys-ai-fr-fr","tax_buyer_persona-business-fr-fr","tax_buyer_persona-technical-fr-fr","tax_sector-financial-fr-fr","tax_sector-industrial-fr-fr","tax_sector-public-fr-fr","tax_sector-retail-fr-fr","tax_sector-healthcare-fr-fr","tax_sector-technologies","tax_segment-enterprise-fr-fr","tax_segment-midsized-fr-fr","tax_segment-smb-fr-fr","tax_content_type-video-fr-fr","tax_set-video"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":574597,"post_author":"1155","post_date":"2025-05-28 16:34:41","post_date_gmt":"2025-05-28 23:34:41","post_content":"[vc_row][vc_column][vc_column_text css=\"\"]L\u2019intelligence artificielle (IA) marque un point de non-retour pour l\u2019\u00e9conomie de l\u2019exp\u00e9rience. <a href=\"https:\/\/www.genesys.com\/blog\/post\/the-future-of-cx-how-ai-will-redefine-customer-experiences-in-2025\">Certains en sortiront gagnants,<\/a> d\u2019autres non. Les entreprises tourn\u00e9es vers l\u2019avenir investissent d\u00e9j\u00e0 de mani\u00e8re strat\u00e9gique dans des solutions pilot\u00e9es par IA pour simplifier leurs op\u00e9rations, acc\u00e9l\u00e9rer leur croissance et disposer d\u2019avantages concrets sur leurs concurrents.\r\n\r\nLes responsables CX interrog\u00e9s dans le cadre de la quatri\u00e8me\u00a0\u00e9dition du rapport de Genesys \u00ab\u00a0<a href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/state-of-cx?ost_tool=blog&ost_campaign=0-0-0-0-0-0-0-blog\">\u00c9tat des lieux de l'exp\u00e9rience client<\/a>\u00a0\u00bb pr\u00e9voient de consacrer environ 33\u00a0% des d\u00e9penses CX \u00e0 l\u2019IA au cours de l\u2019ann\u00e9e \u00e0 venir. Au milieu de tout cet enthousiasme, un nouveau concept fait le buzz, au point que l\u2019on a presque tout lu et entendu \u00e0 son sujet\u00a0: l\u2019IA agentique.\r\n\r\nCette puissante technologie surpasse de loin l\u2019intelligence conversationnelle traditionnelle et repousse les limites de l\u2019IA actuelle. L\u2019IA agentique n\u2019est pas une version \u00e9volu\u00e9e d\u2019un moteur de workflows enrob\u00e9 d\u2019un vernis marketing. Il ne s\u2019agit pas non plus d\u2019une pr\u00e9tendue intelligence qui ne serait en fait qu\u2019un ensemble de r\u00e8gles rigides et lin\u00e9aires.\r\n\r\nEn r\u00e9alit\u00e9, l\u2019IA agentique r\u00e9volutionne le fonctionnement de l\u2019intelligence artificielle. Elle va au-del\u00e0 de la simple ex\u00e9cution de t\u00e2ches et commence \u00e0 raisonner, \u00e0 s\u2019adapter et \u00e0 agir de mani\u00e8re autonome\u00a0\u2013 dans le respect des contraintes \u00e9thiques et op\u00e9rationnelles d\u00e9finies par l\u2019entreprise.\r\n\r\nD\u2019ici\u00a02028, \u00ab\u00a0<a href=\"https:\/\/www.gartner.com\/en\/articles\/ai-agents#:~:text=AI%20agents%20can%20help%20drive,business%20models%20and%20drive%20growth.\">Gartner<sup>\u00ae<\/sup>\u00a0pr\u00e9voit<\/a> que 33\u00a0% des applications logicielles d\u2019entreprise incluront l\u2019IA agentique, contre moins de 1\u00a0% en 2024, avec au moins 15\u00a0% des d\u00e9cisions quotidiennes prises de mani\u00e8re autonome par le biais de conseillers IA.\u00a0\u00bb<sup>1<\/sup>\r\n\r\nMalgr\u00e9 ces pr\u00e9visions de croissance et ce fort potentiel, les applications d\u2019IA agentique qui existent actuellement dans les logiciels sont encore peu d\u00e9velopp\u00e9es. Pourtant, ce concept figure d\u00e9j\u00e0 parmi les plus cit\u00e9s par les entreprises de la tech. Tout comme le \u00ab\u00a0cloud computing\u00a0\u00bb est souvent utilis\u00e9 pour d\u00e9signer tous les logiciels h\u00e9berg\u00e9s \u00e0 distance, les entreprises d\u00e9signent m\u00eame les formes les plus simples d\u2019automatisation pilot\u00e9es par IA comme de l\u2019IA agentique. Ce raccourci cr\u00e9e de la confusion et du scepticisme autour d\u2019une solution v\u00e9ritablement transformatrice et moteur de progr\u00e8s.\r\n\r\nPour bien comprendre l\u2019avenir de l\u2019IA agentique, les entreprises doivent savoir distinguer la hype de la r\u00e9alit\u00e9 et se pr\u00e9parer \u00e0 l\u2019\u00e9volution \u00e0 venir de l\u2019exp\u00e9rience client.[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h2 class=\"h4\"><span style=\"font-weight: 400;\">IA agentique : ce que c'est, et ce que ce n'est pas<\/span><\/h2>\r\nPour d\u00e9finir ce qu\u2019est l\u2019IA agentique, il faut d\u2019abord \u00eatre capable de comprendre ce qu\u2019elle n\u2019est pas.\r\n\r\nAujourd\u2019hui, l\u2019IA est couramment utilis\u00e9e pour automatiser les t\u00e2ches r\u00e9p\u00e9titives, acc\u00e9l\u00e9rer les workflows et g\u00e9n\u00e9rer du contenu et des informations. Bien que ces capacit\u00e9s aient leurs m\u00e9rites, elles ne fonctionnent pas en totale autonomie.\r\n\r\n<span style=\"font-weight: 400;\">La plupart des syst\u00e8mes d'IA sophistiqu\u00e9s sont con\u00e7us pour s'ex\u00e9cuter sur la base d'une logique pr\u00e9programm\u00e9e au lieu d'un v\u00e9ritable raisonnement. Ces syst\u00e8mes fonctionnent correctement dans des sc\u00e9narios stables, mais \u00e9chouent lorsqu'ils sont confront\u00e9s \u00e0 des conditions dynamiques ou ambig\u00fces.<\/span>\r\n\r\nL\u2019IA agentique fonctionne en dehors de ces limites. Contrairement \u00e0 l\u2019automatisation bas\u00e9e sur des r\u00e8gles, qui suit un ensemble pr\u00e9d\u00e9fini d\u2019instructions, l\u2019IA agentique \u00e9value le contexte plus large d\u2019une situation, envisage plusieurs possibilit\u00e9s et d\u00e9termine la d\u00e9marche la plus pertinente sans s\u2019appuyer sur des workflows pr\u00e9d\u00e9finis. Au lieu de r\u00e9agir passivement aux donn\u00e9es, elle identifie les probl\u00e8mes de mani\u00e8re proactive et prend des mesures de mani\u00e8re ind\u00e9pendante pour g\u00e9n\u00e9rer des solutions.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h2 class=\"h4\"><span style=\"font-weight: 400;\">Des simples transactions aux v\u00e9ritables connexions : l\u2019exp\u00e9rience client pilot\u00e9e par l\u2019IA agentique<\/span><\/h2>\r\nPrenons un exemple pratique de cette distinction, appliqu\u00e9e \u00e0 l\u2019exp\u00e9rience client. Si un client a un probl\u00e8me avec une commande en ligne, il commence g\u00e9n\u00e9ralement par parler \u00e0 un chatbot, qui suit un script de conversation d\u00e9fini. Le bot demande le num\u00e9ro de commande, v\u00e9rifie le statut de livraison et fait remonter le probl\u00e8me \u00e0 un agent humain s\u2019il n\u2019arrive pas \u00e0 le r\u00e9soudre. Bien qu\u2019efficace, cette approche statique ne laisse aucune place \u00e0 l\u2019adaptabilit\u00e9 au-del\u00e0 des r\u00e9ponses pr\u00e9programm\u00e9es du bot.\r\n\r\nL\u2019IA agentique transforme l\u2019exp\u00e9rience client en la faisant passer d\u2019une simple transaction \u00e0 un engagement continu, qui s\u2019appuie sur l\u2019intelligence et les donn\u00e9es pour\u00a0s\u2019adapter sans effort aux objectifs des clients.\r\n\r\nReprenons notre exemple de commande en ligne. Dans ce type de situation, l\u2019IA agentique est capable de d\u00e9tecter les retards en temps r\u00e9el, de croiser les donn\u00e9es d\u2019inventaire et d\u2019exp\u00e9dition, de passer en revue l\u2019historique des commandes du client et de d\u00e9terminer la meilleure solution sans m\u00eame avoir \u00e0 attendre les r\u00e9ponses du client. Le conseiller agentique peut effectuer un remboursement, recommander l\u2019article en question, proposer une remise ou tenir le client inform\u00e9 des \u00e9tapes \u00e0 suivre de mani\u00e8re proactive.\r\n\r\nL\u2019IA agentique r\u00e9sout les probl\u00e8mes de mani\u00e8re autonome afin d\u2019orchestrer une exp\u00e9rience client transparente. Avec l\u2019IA agentique, les clients b\u00e9n\u00e9ficient d\u2019interactions plus rapides et plus intuitives. Plus besoin de faire remonter le probl\u00e8me \u00e0 un conseiller ou de se r\u00e9p\u00e9ter. La r\u00e9solution est rapide, fluide et optimis\u00e9e par l\u2019intelligence qui agit au bon moment.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h2 class=\"h4\"><span style=\"font-weight: 400;\">Investissez dans une IA capable d\u2019\u00e9voluer au rythme de votre ambition<\/span><\/h2>\r\nChez Genesys, nous affinons et optimisons constamment l\u2019IA native int\u00e9gr\u00e9e \u00e0 la plateforme Genesys Cloud\u2122. L\u2019IA est un partenaire et un \u00e9l\u00e9ment central indispensable \u00e0 la r\u00e9alisation de nos objectifs m\u00e9tiers. C\u2019est pourquoi nous l\u2019associons d\u00e9lib\u00e9r\u00e9ment au d\u00e9veloppement de produits, \u00e0 la prestation de services et bien plus encore.\r\n\r\n<span style=\"font-weight: 400;\"><a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">Genesys\u00a0Cloud\u00a0AI<\/a> \u00e9volue au m\u00eame rythme que votre entreprise, que vous adoptiez l\u2019IA de fa\u00e7on radicale ou de mani\u00e8re plus classique et progressive. R\u00e9sultat\u00a0: votre entreprise suit une progression p\u00e9renne, o\u00f9 chaque investissement dans l\u2019IA renforce vos capacit\u00e9s dans ce domaine.<\/span>\r\n\r\nLa solution Genesys\u00a0Cloud\u00a0AI est optimis\u00e9e pour guider les entreprises dans l\u2019\u00e8re agentique. En effet, son infrastructure a \u00e9t\u00e9 con\u00e7ue afin d\u2019offrir flexibilit\u00e9, raisonnement et adaptabilit\u00e9 dans le monde r\u00e9el. Gr\u00e2ce \u00e0 la plateforme Genesys Cloud et \u00e0 ses outils d\u2019orchestration CX tels que les actions bas\u00e9es sur les donn\u00e9es, les workflows et les int\u00e9grations, les entreprises ont d\u00e9j\u00e0 acc\u00e8s \u00e0 un riche catalogue de fonctionnalit\u00e9s sur lesquelles l\u2019IA agentique pourra s\u2019appuyer \u00e0 l\u2019avenir. Avec Genesys, les entreprises de toutes tailles sont pr\u00eates \u00e0 n\u00e9gocier le virage de l\u2019IA en toute fluidit\u00e9, pour passer de l\u2019automatisation des conversations \u00e0 l\u2019orchestration universelle enti\u00e8rement agentique.\r\n\r\nEn r\u00e9alit\u00e9, les entreprises gagnantes ne font pas que consommer l\u2019IA\u00a0: elles investissent de mani\u00e8re strat\u00e9gique. Pour\u00a0obtenir un v\u00e9ritable retour sur investissement, l\u2019IA doit \u00eatre profond\u00e9ment int\u00e9gr\u00e9e au parcours de transformation d\u2019une entreprise.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h3 class=\"h5\"><span style=\"font-weight: 400;\">Quelles sont les implications pour votre strat\u00e9gie d\u2019IA agentique ? D\u00e9couvrez trois points essentiels :<\/span><\/h3>\r\n<h4 class=\"h6\"><span style=\"font-weight: 400;\">1. Transformez les donn\u00e9es brutes en r\u00e9sultats concrets d\u00e8s le premier jour<\/span><\/h4>\r\nLa puissance de l\u2019IA d\u00e9pend des donn\u00e9es qui l\u2019alimentent.\r\n\r\nDe nombreuses entreprises commettent l\u2019erreur de d\u00e9ployer des mod\u00e8les d\u2019IA g\u00e9n\u00e9riques et de s\u2019attendre \u00e0 des r\u00e9sultats imm\u00e9diats. Mais lorsque l\u2019IA ne dispose pas de donn\u00e9es sp\u00e9cifiques au secteur ou centr\u00e9es sur le client, elle peut produire des interactions impersonnelles et inefficaces qui ne permettent pas de g\u00e9n\u00e9rer des r\u00e9sultats m\u00e9tiers tangibles.\r\n\r\nL\u2019un des principaux avantages de Genesys\u00a0Cloud\u00a0AI r\u00e9side dans ses syst\u00e8mes de donn\u00e9es pr\u00e9int\u00e9gr\u00e9s et contextualis\u00e9s qui \u00e9liminent les t\u00e2ches chronophages et laborieuses g\u00e9n\u00e9ralement requises pour se pr\u00e9parer \u00e0 l\u2019adoption de l\u2019IA. Au lieu de passer des ann\u00e9es \u00e0 restructurer les donn\u00e9es dans les silos et les plateformes, les entreprises peuvent compter sur Genesys pour faire ce travail \u00e0 leur place. Avec Genesys\u00a0Cloud\u00a0AI, vos donn\u00e9es sont d\u00e9j\u00e0 exploitables\u00a0: vous pouvez offrir des exp\u00e9riences intelligentes et personnalis\u00e9es d\u00e8s le premier jour.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h4 class=\"h6\"><span style=\"font-weight: 400;\">2. Offrir autonomie et responsabilit\u00e9<\/span><\/h4>\r\n\u00c0 mesure que l\u2019IA devient plus autonome, les entreprises doivent \u00e9tablir des r\u00e8gles pour s\u2019assurer que les d\u00e9cisions prises par l\u2019IA sont fiables et dignes de confiance pour les clients.\r\n\r\nL\u2019IA constitutionnelle sert de pilier \u00e9thique aux syst\u00e8mes pilot\u00e9s par IA. Elle leur permet de respecter les normes juridiques, commerciales et \u00e9thiques. L\u2019adoption d\u2019un framework de gouvernance IA multicouche n\u2019est pas seulement une bonne pratique\u00a0: elle est indispensable pour favoriser la conformit\u00e9, la confiance et la viabilit\u00e9 de l\u2019IA \u00e0 long terme.\r\n\r\nC\u2019est l\u00e0 que Genesys Cloud AI se distingue. Notre moteur d\u2019orchestration modulaire, nos capacit\u00e9s d\u2019int\u00e9gration robustes et notre architecture sp\u00e9cialement con\u00e7ue constituent une base sur laquelle l\u2019IA agentique peut s\u2019\u00e9panouir. Des d\u00e9cisions en temps r\u00e9el \u00e0 l\u2019ex\u00e9cution dynamique des workflows, nos mesures d\u2019encadrement intelligentes permettent \u00e0 l\u2019IA d\u2019agir de mani\u00e8re ind\u00e9pendante et en ad\u00e9quation avec les politiques de l\u2019entreprise, l\u2019int\u00e9grit\u00e9 de la marque et les contraintes op\u00e9rationnelles.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h4 class=\"h6\"><span style=\"font-weight: 400;\">3. Donnez une direction claire \u00e0 l\u2019IA<\/span><\/h4>\r\nTrop d\u2019entreprises investissent dans l\u2019IA sans avoir d\u00e9termin\u00e9 de probl\u00e8me \u00e0 r\u00e9soudre.\r\n\r\nIl est pr\u00e9f\u00e9rable de d\u00e9finir d\u2019abord la mani\u00e8re d\u2019utiliser l\u2019IA la plus intelligente possible pour votre entreprise. Dans le domaine de l\u2019exp\u00e9rience client, le focus doit se porter sur la cr\u00e9ation d\u2019exp\u00e9riences client hautement personnalis\u00e9es, empathiques et efficaces.\r\n\r\nChez Genesys, nous pensons que chaque parcours d\u2019IA r\u00e9ussi commence par un objectif clair. Il est essentiel d\u2019obtenir des victoires d\u00e8s le d\u00e9part pour d\u00e9montrer la valeur de l\u2019IA et poser les bases d\u2019une transformation plus large.\r\n\r\nLa solution Genesys\u00a0Cloud\u00a0AI a \u00e9t\u00e9 con\u00e7ue pour soutenir cette \u00e9volution. Elle permet aux entreprises de passer d\u2019une impl\u00e9mentation tactique \u00e0 une orchestration \u00e0 l\u2019\u00e9chelle de l\u2019entreprise. Qu\u2019il s\u2019agisse d\u2019automatiser des interactions de niveau\u00a01 ou de mener une orchestration omnicanale, Genesys garantit que votre IA offre une valeur r\u00e9elle et reproductible \u00e0 chaque \u00e9tape.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h2 class=\"h4\"><span style=\"font-weight: 400;\">Votre entreprise saura-t-elle s\u2019emparer de l\u2019IA agentique ?<\/span><\/h2>\r\nL\u2019IA agentique n\u2019est plus un concept visionnaire. D\u00e9sormais, c\u2019est l\u00e0 que s\u2019affrontent les leaders de la tech.\r\n\r\nLes entreprises qui ne parviennent pas \u00e0 \u00e9voluer de mani\u00e8re strat\u00e9gique risquent de prendre du retard face \u00e0 leurs concurrents plus agiles, qui auront su saisir cette opportunit\u00e9. Pour garantir leur succ\u00e8s dans cette nouvelle \u00e8re, les entreprises doivent agir d\u00e8s maintenant\u00a0\u2013 avant que l\u2019IA agentique ne perde son pouvoir diff\u00e9renciateur.\r\n\r\nL\u2019IA agentique d\u00e9finit la prochaine g\u00e9n\u00e9ration d\u2019innovateurs de l\u2019exp\u00e9rience client. Et vous, serez-vous leader ou simple suiveur\u00a0?\r\n\r\nPour en savoir plus sur <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">Genesys\u00a0Cloud\u00a0AI, cliquez ici<\/a>.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]<sup>1\u00a0<\/sup><strong>Source\u00a0:<\/strong>\u00a0Articles Gartner sur les technologies de l\u2019information,<a href=\"https:\/\/www.gartner.com\/en\/articles\/ai-agents#:~:text=AI%20agents%20can%20help%20drive,business%20models%20and%20drive%20growth.\"> Capitalize on the AI agent Opportunity, Daniel\u00a0Sun, 27\u00a0f\u00e9vrier\u00a02025<\/a>\r\n\r\n<em><span style=\"font-weight: 400;\">GARTNER est une marque d\u00e9pos\u00e9e et une marque de service de Gartner,\u00a0Inc. et\/ou de ses filiales aux \u00c9tats-Unis et dans le monde entier et est utilis\u00e9e dans le pr\u00e9sent document avec autorisation. Tous droits r\u00e9serv\u00e9s.<\/span><\/em>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]","post_title":"IA agentique : la diff\u00e9rence entre les leaders et les suiveurs de l\u2019exp\u00e9rience client","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"agentic-ai-the-difference-between-leading-and-lagging-in-cx","to_ping":"","pinged":"","post_modified":"2025-06-24 12:27:56","post_modified_gmt":"2025-06-24 19:27:56","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/ia-agentique-la-difference-entre-les-leaders-de-lexperience-client-et-les-autres","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":594798,"post_author":"49","post_date":"2025-09-24 04:10:51","post_date_gmt":"2025-09-24 11:10:51","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" el_id=\"form\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<p class=\"pre_h1\"><strong>AI Operational Excellence Webinar Series<\/strong><\/p>\r\n[\/vc_column_text][vc_column_text css=\"\"]\r\n<h1>Beyond the Buzz: Real AI for Real CX<\/h1>\r\nFrom operating models to ethics \u2014 your roadmap to AI success.[\/vc_column_text][\/vc_column][vc_column v_align=\"flexstart\" width=\"1\/2\" css=\".vc_custom_1714147095034{padding-right: 30px !important;}\"][mktoform cid_type=\"multicid\" multicidset=\"%5B%7B%22label%22%3A%22Select%20webinar%22%7D%2C%7B%22label%22%3A%22On-Demand%20-%20Beyond%20the%20Silver%20Bullet%22%2C%22cid%22%3A%22701Ht000001CUtWIAW%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fcampaign%2Fthank-you-beyond-the-buzz-real-ai-for-real-cx%22%7D%2C%7B%22label%22%3A%22On-Demand%20-%20The%20Future%20of%20AI%20at%20Genesys%22%2C%22cid%22%3A%22701Ht000001CUtbIAG%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fcampaign%2Fthank-you-beyond-the-buzz-future-of-ai%22%7D%2C%7B%22label%22%3A%22On-Demand%20-%20Smart%20AI%20Strategy%22%2C%22cid%22%3A%22701Ht000001CVSbIAO%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fcampaign%2Fthank-you-beyond-the-buzz-smart-ai-strategy%22%7D%2C%7B%22label%22%3A%22On-Demand%20-%20CX%20as%20Code%22%2C%22cid%22%3A%22701Ht000001ebkqIAA%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fcampaign%2Fthank-you-beyond-the-buzz-cx-as-code%22%7D%5D\" cta_button=\"Watch on-demand!\" cta_header=\"Register\" cid_id=\"7014X000003AgtEQAS\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-white\" m_background_color=\"bgc-white\" full_height=\"yes\" content_placement=\"top\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][component_cta_block background_color=\"bgc-glass\" mobile_bg=\"578126\" css=\".vc_custom_1773846685834{background-image: url(https:\/\/www.genesys.com\/media\/agentic-AI_capability_CTA-block-2025.jpg?id=578126) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\" cta=\"url:%23form|title:Watch%20now!\"]\r\n<h4>AI That Scales: Strategy, Ethics and Innovation<\/h4>\r\nArtificial intelligence has the power to transform customer experience \u2014 but only when applied with the right strategy, operating model, and ethical foundation. Too often, organisations fall into the trap of treating AI as a quick fix, rather than a journey that requires alignment of people, processes, and technology.\r\n\r\nIn this webinar series, Genesys experts will cut through the hype to show how AI can deliver measurable business impact today while preparing your organisation for tomorrow. From building a sustainable AI operating model to understanding the Genesys AI roadmap and ethics principles, you\u2019ll gain the knowledge to adopt AI responsibly, scale effectively, and unlock true customer experience innovation.[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1758721760201{background-image: url(https:\/\/www.genesys.com\/media\/agentic-AI_capability_background-2025.jpg?id=578125) !important;}\" el_class=\"px-0 py-2 px-md-5 py-md-5\"][vc_row background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"rounded-lg\" css=\".vc_custom_1761671891108{padding-top: 2rem !important;padding-right: 2rem !important;padding-bottom: 2rem !important;padding-left: 2rem !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>Beyond the Silver Bullet: Building an AI Operating Model for Customer Experience Success<\/h4>\r\nToo often, organisations treat AI as a quick fix for customer experience transformation. But AI isn\u2019t plug-and-play \u2014 it\u2019s a powerful capability that requires the right operating model to generate lasting value.\r\n\r\nIn this webinar, our experts will reveal how true AI success comes from more than just technology. You\u2019ll learn how to align people, processes, and performance metrics to build a sustainable framework that drives measurable business outcomes. Discover how to unlock AI\u2019s full potential and create customer experiences that consistently deliver impact across the entire journey.[\/vc_column_text][component_button primary_cta=\"url:%23form|title:Watch%20on-demand\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-lg-offset-1 vc_col-lg-5\"][component_card background_color=\"bgc-lgray\"]<strong>Key takeaways:<\/strong>\r\n\u2022 Debunking the AI Silver Bullet Myth: Why buying AI alone won\u2019t solve your customer experience challenges.\r\n\r\n\u2022 Aligning People and Processes: How to prepare your teams and workflows to fully leverage AI capabilities.\r\n\r\n\u2022 Measuring What Matters: Setting the right success metrics to track and prove the value of your AI investment.\r\n\r\n\u2022 Creating a Sustainable AI Operating Model: Building a framework that evolves with your business and customers.[\/component_card][\/vc_column][\/vc_row][vc_row background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"rounded-lg\" css=\".vc_custom_1765293233096{padding-top: 2rem !important;padding-right: 2rem !important;padding-bottom: 2rem !important;padding-left: 2rem !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>The Future of AI at Genesys: Vision, Roadmap and Ethics<\/h4>\r\nAI is evolving rapidly \u2014 but true impact comes from pairing innovation with responsibility. In this session, we\u2019ll connect Genesys\u2019 product vision for AI with the near-term roadmap customers care about, while highlighting our ethics and governance principles.\r\n\r\nYou\u2019ll also gain practical guidance on adopting advanced, agentic AI responsibly \u2014 learning how to balance innovation with trust, scale confidently, and empower your teams to deliver customer experiences that are both smarter and sustainable.[\/vc_column_text][component_button primary_cta=\"url:%23form|title:Watch%20on-demand\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-lg-offset-1 vc_col-lg-5\"][component_card background_color=\"bgc-lgray\"]<strong>Key takeaways:<\/strong>\r\n\u2022 Understand Genesys\u2019 strategic direction for AI and how it maps to business outcomes.\r\n\r\n\u2022 Identify key near-term capabilities to pilot or scale in Genesys Cloud.\r\n\r\n\u2022 Apply Genesys Cloud AI ethics principles to real implementation decisions.\r\n\r\n\u2022 Build an adoption plan (crawl \u2192 walk \u2192 run) that balances innovation with governance.[\/component_card][\/vc_column][\/vc_row][vc_row background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"rounded-lg\" css=\".vc_custom_1769619097674{padding-top: 2rem !important;padding-right: 2rem !important;padding-bottom: 2rem !important;padding-left: 2rem !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>Smart AI Strategy: The Key to Unlocking Customer Experience Success<\/h4>\r\nAs AI shifts from exploration to real-world execution, the true competitive edge no longer comes from what you build \u2014 but how you embed it across your organisation.\r\n\r\nJoin Genesys Chief Product Officer Olivier Jouve, Direct Line\/Aviva Director of Transformation Steve Hubbard, and Genesys AI Solutions &amp; Services Director Osen Akkemik for an in-depth fireside conversation on what leaders should be doing now to prepare for the next wave of AI.\r\n\r\nThey\u2019ll unpack the emerging use cases and business impact of Large Action Models, a new class of AI that can take sophisticated, multi-step actions across the customer journey \u2014 and what it will take to operationalise them effectively.[\/vc_column_text][component_button primary_cta=\"url:%23form|title:Watch%20on-demand\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-lg-offset-1 vc_col-lg-5\"][component_card background_color=\"bgc-lgray\"]<strong>Key takeaways:<\/strong>\r\n\u2022 Uncover how leading organisations are turning AI into a measurable CX advantage \u2014 not just a technology experiment.\r\n\r\n\u2022 Get an inside look at the governance and transparency practices that keep AI trustworthy, scalable and ready for enterprise impact.\r\n\r\n\u2022 See how Genesys and forward-thinking customers are gearing up for AI\u2019s next breakthrough moment: Large Action Models and the transformative opportunities they unlock.[\/component_card][\/vc_column][\/vc_row][vc_row background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"rounded-lg\" css=\".vc_custom_1774285377640{padding-top: 2rem !important;padding-right: 2rem !important;padding-bottom: 2rem !important;padding-left: 2rem !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>CX as Code: A Real-World Journey from Manual to Scalable with a Modern DevOps Framework<\/h4>\r\nCustomer experience rarely breaks all at once. It frays. Processes multiply, changes slow down, and confidence drops. In this conversational webinar, we sit down with Luke Stephenson and Jyoti Sharma from Computacenter, CX leaders who lived that moment and chose a different path.\r\n\r\nJoin us for an open, story-driven discussion on what it really takes to move from manual, UI-driven CX management to a scalable, automated \u201cCX as Code\u201d approach. This is not a demo or a slide-heavy presentation. It\u2019s an honest look at the decisions, trade-offs, surprises, and lessons learned along the way, with practical advice for teams just starting their own journey.\r\n\r\nIf you want a grounded, real-world perspective on CX as Code and how companies can take advantage of these capabilities as part of their Genesys Cloud CX solution, this conversation is for you.[\/vc_column_text][component_button primary_cta=\"url:%23form|title:Watch%20on-demand\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-lg-offset-1 vc_col-lg-5\"][component_card background_color=\"bgc-lgray\"]<strong>Key takeaways:<\/strong>\r\n\u2022 How to know when manual CX processes no longer scale and where to start with CX as Code.\r\n\r\n\u2022 Practical lessons for driving adoption, managing change, and avoiding common early mistakes.\r\n\r\n\u2022 Real-world insights into what worked, what surprised the team, and how challenges were overcome.\r\n\r\n\u2022 The tangible impact of CX as Code on speed, reliability, collaboration, and confidence.[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1769004392602{padding-top: 25px !important;}\"][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3 style=\"text-align: center;\">Meet the speakers<\/h3>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/3\"][component_bio_block name=\"Becky Powell\" photo=\"596825\" title=\"Director, Product Management, Genesys\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][component_bio_block name=\"Osen Akkemik\" photo=\"144633\" title=\"Senior Director, AI Solutions &amp; Services, Genesys\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][component_bio_block name=\"Valentina Postelnicu\" photo=\"487236\" title=\"VP, CX Advisory Services, Genesys\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][component_bio_block name=\"Joe Smyth\" photo=\"521022\" title=\"SVP of R&amp;D, Digital &amp; AI, Journey Management, Genesys\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][component_bio_block name=\"Olivier Jouve\" photo=\"541421\" title=\"Chief Product Officer, Genesys\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][\/vc_column][\/vc_row][\/vc_section]","post_title":"Beyond the Buzz: Real AI for Real CX","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"beyond-the-buzz-real-ai-for-real-cx","to_ping":"","pinged":"","post_modified":"2026-03-23 10:13:38","post_modified_gmt":"2026-03-23 17:13:38","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=594798","menu_order":0,"post_type":"webinars","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":594899,"post_author":"949","post_date":"2025-07-30 13:19:52","post_date_gmt":"2025-07-30 20:19:52","post_content":"","post_title":"Manque de confiance dans l\u2019IA\u00a0agentique\u00a0: les entreprises visionnaires doivent mettre en place des mesures de s\u00e9curit\u00e9","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"the-agentic-ai-trust-gap-why-forward-thinking-companies-build-guardrails","to_ping":"","pinged":"","post_modified":"2025-09-24 07:22:08","post_modified_gmt":"2025-09-24 14:22:08","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/the-agentic-ai-trust-gap-why-forward-thinking-companies-build-guardrails","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":587024,"post_author":"949","post_date":"2025-08-05 09:08:06","post_date_gmt":"2025-08-05 16:08:06","post_content":"","post_title":"The Inner Circle Guide to Agentic AI: Navigate the Future of CX","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"the-inner-circle-guide-to-agentic-ai-navigate-the-future-of-cx","to_ping":"","pinged":"","post_modified":"2025-08-05 09:24:34","post_modified_gmt":"2025-08-05 16:24:34","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/the-inner-circle-guide-to-agentic-ai-navigate-the-future-of-cx","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"left","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/Qnp_WOPx4Ug?cc_lang_pref=fr&cc_load_policy=1&hl=fr&rel=0\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; 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