{"id":610991,"date":"2026-01-09T06:47:33","date_gmt":"2026-01-09T14:47:33","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/cinq-tendances-qui-redefinissent-lexperience-client-en-2026"},"modified":"2026-01-09T07:00:26","modified_gmt":"2026-01-09T15:00:26","slug":"five-trends-reshaping-customer-experience-in-2026","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/fr-fr\/webinars\/five-trends-reshaping-customer-experience-in-2026","title":{"rendered":"Cinq tendances qui red\u00e9finissent l\u2019exp\u00e9rience client en 2026"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=\u00a0\u00bb3\/6&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"pre_h1\"><strong class=\"text-orange\">WEBINAIRE<\/strong><\/p>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h1>Cinq tendances qui red\u00e9finissent l\u2019exp\u00e9rience client en 2026<\/h1>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3>Les nouveaux enjeux pour les leaders de l\u2019exp\u00e9rience<\/h3>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<em><strong>IA. Confiance. Empathie. Les nouveaux piliers de l\u2019exp\u00e9rience.<\/strong><\/em><\/p>\n<p>En 2026, la cr\u00e9ation de valeur par l\u2019exp\u00e9rience client conna\u00eetra une transformation majeure. Les organisations qui r\u00e9ussiront ne se contenteront pas d\u2019adopter de nouvelles technologies : elles repenseront en profondeur ce qui devient possible lorsque l\u2019exp\u00e9rience s\u2019impose comme le principal levier de diff\u00e9renciation concurrentielle.<\/p>\n<p>Rejoignez des experts du secteur et des pionniers de l\u2019exp\u00e9rience client pour d\u00e9crypter cinq dynamiques cl\u00e9s qui transforment l\u2019exp\u00e9rience client :<\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"120\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">Comment l\u2019exp\u00e9rience elle-m\u00eame est devenue le premier facteur de diff\u00e9renciation des organisations<\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"120\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">Comment l\u2019IA agentique orchestre les exp\u00e9riences, au-del\u00e0 de la simple automatisation des t\u00e2ches<\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"120\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">Pourquoi la confiance et la transparence constituent d\u00e9sormais des avantages concurrentiels<\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"120\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">Comment b\u00e2tir une collaboration humain-IA capable de d\u00e9livrer de l\u2019empathie \u00e0 grande \u00e9chelle<\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"120\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">Comment les indicateurs et les mesures \u00e9voluent \u00e0 l\u2019\u00e8re de l\u2019exp\u00e9rience<\/li>\n<\/ul>\n<p>Ce n\u2019est pas une simple analyse des tendances.<br \/>\nC\u2019est votre feuille de route strat\u00e9gique pour r\u00e9ussir dans une \u00e9conomie centr\u00e9e sur l\u2019exp\u00e9rience.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\u00a0\u00bb1\/6&Prime;][\/vc_column][vc_column width=\u00a0\u00bb2\/6&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=\"701Ht000001CVDbIAO\"><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\/610991?thankyou=610991&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\/610991\"><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\/610991\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"610991\">\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=\"Visionner\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Visionner\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>En fournissant vos informations, vous acceptez notre <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">politique de confidentialit\u00e9<\/a><\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][vc_row disable_element=\u00a0\u00bbyes\u00a0\u00bb][vc_column][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbtop\u00a0\u00bb el_class=\u00a0\u00bbspeaker_list\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb310779&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong><br \/>\nSpeaker Title LIne 1<br \/>\nSpeaker Title Line 2<br \/>\nSpeaker Company<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb310751&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong><br \/>\nSpeaker Title LIne 1<br \/>\nSpeaker Title Line 2<br \/>\nSpeaker Company<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbtop\u00a0\u00bb el_class=\u00a0\u00bbspeaker_list\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb310779&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong><br \/>\nSpeaker Title LIne 1<br \/>\nSpeaker Title Line 2<br \/>\nSpeaker Company<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb310751&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong><br \/>\nSpeaker Title LIne 1<br \/>\nSpeaker Title Line 2<br \/>\nSpeaker Company<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Les intervenants<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=\u00a0\u00bb3\/6&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] WEBINAIRE [\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] Cinq tendances qui red\u00e9finissent l\u2019exp\u00e9rience client en 2026 [\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] Les nouveaux enjeux pour les leaders de l\u2019exp\u00e9rience [\/vc_column_text][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]IA. Confiance. Empathie. Les nouveaux piliers de l\u2019exp\u00e9rience. En 2026, la cr\u00e9ation de valeur par l\u2019exp\u00e9rience client conna\u00eetra une transformation majeure. Les organisations qui r\u00e9ussiront ne se contenteront pas d\u2019adopter [&hellip;]<\/p>\n","protected":false},"author":890,"featured_media":610440,"template":"","tax_priority":[54],"tax_contenttheme":[14892,14893],"tax_bundle":[],"tax_contenttheme2":[16109,16193],"tax_capability_sitewide":[],"tax_products_programs":[16482,17540],"tax_buying_job":[16625],"tax_buyer_persona":[16888,16916],"tax_sector":[16925,16978,17016,17033,16957,18513],"tax_segment":[17081,17099,17134],"class_list":["post-610991","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","tax_priority-54","tax_contenttheme-improve-customer-experience-fr-fr","tax_contenttheme-improve-employee-experience-fr-fr","tax_contenttheme2-grow-your-business-fr-fr","tax_contenttheme2-level-up-your-technology-fr-fr","tax_products_programs-genesys-ai-fr-fr","tax_products_programs-genesys-cloud-cx-fr-fr","tax_buying_job-job-1-problem-identification-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"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":421107,"post_author":"890","post_date":"2025-11-21 05:00:13","post_date_gmt":"2025-11-21 13:00:13","post_content":"","post_title":"Guide d'achat pour les centres de contact","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"contact-center-buyers-guide","to_ping":"","pinged":"","post_modified":"2026-02-19 07:03:38","post_modified_gmt":"2026-02-19 15:03:38","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/centre-de-contact-guide-dachat-2022","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":599075,"post_author":"717","post_date":"2025-09-26 13:27:07","post_date_gmt":"2025-09-26 20:27:07","post_content":"","post_title":"Engagement pr\u00e9dictif\u00a0: comment l\u2019IA anticipe les besoins des clients","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"predictive-engagement-how-ai-anticipates-customer-needs","to_ping":"","pinged":"","post_modified":"2025-10-17 03:52:40","post_modified_gmt":"2025-10-17 10:52:40","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/article\/predictive-engagement-how-ai-anticipates-customer-needs","menu_order":0,"post_type":"article","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":600216,"post_author":"287","post_date":"2025-10-27 05:56:36","post_date_gmt":"2025-10-27 12:56:36","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column][vc_column_text css=\"\"]<b>Two million users are now on the Genesys Cloud\u2122<\/b><b> platform,<\/b><span style=\"font-weight: 400;\"> orchestrating the best customer experiences (CX) all over the world. It took us more than five years to reach our first million users \u2013 and only two years to double that \u2013 momentum that reflects our customers\u2019 trust in the platform and the results it delivers.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Across industries and global regions, organizations are achieving high-impact value with Genesys Cloud, improving operating efficiency while deepening customer loyalty and driving growth. This milestone validates a belief we\u2019ve held for years: A unified, open platform with native AI is the path to universal<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/the-levels-of-experience-orchestration\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">experience<\/span><span style=\"font-weight: 400;\"> orchestration<\/span><\/a><span style=\"font-weight: 400;\">. And it demonstrates that our platform choices, made long before today\u2019s AI proliferation, are now paying dividends for our customers as they enter the next era of orchestration driven by agentic AI.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">In a market crowded with point solutions, organizations are learning that CX innovation without integration doesn\u2019t scale. Many AI pilots fail not for lack of ideas but because disconnected systems and siloed tools break workflows and block insights. Real value is unlocked from unifying the enterprise and the entire customer journey<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Why One Platform Matters More Than Ever\u00a0<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">From the beginning, Genesys Cloud was designed to connect people, data, systems and intelligence in one extensible platform. That design choice wasn\u2019t just a technical decision; it was a strategic one.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Our customers need a foundation that can evolve with their CX visions and offer access to comprehensive AI that works in unison to deliver compounding value. Genesys Cloud AI can help organizations enable a complete view of every customer interaction, connect every journey and optimize every outcome. It allows intelligence to act with context and reason instead of in isolation.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Because of that, organizations can move faster and drive stronger ROI, all without bolting on layers of complexity. That\u2019s what makes this milestone meaningful. Two million users represent not just adoption, but a global signal that the industry also believes the future of CX is being built on a single, unified orchestration platform \u2014 powered by AI.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Across industries, leaders in experience orchestration are proving the power of one platform by using connected AI capabilities to deliver measurable outcomes.<\/span> <a href=\"https:\/\/www.genesys.com\/customer-stories\/virgin-atlantic\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Virgin Atlantic<\/span><\/a><span style=\"font-weight: 400;\"> is achieving record-high loyalty scores through orchestrated, real-time experiences that anticipate customer needs. And the company is improving operating efficiencies that have led to 220% more interactions managed.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">At the same time, retailers like<\/span> <a href=\"https:\/\/www.genesys.com\/customer-stories\/best-buy-canada\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Best Buy Canada<\/span><\/a><span style=\"font-weight: 400;\"> have reduced overall operating costs by 20%, and financial institutions like<\/span> <a href=\"https:\/\/www.genesys.com\/customer-stories\/hsbc\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">HSBC<\/span><\/a><span style=\"font-weight: 400;\"> have realized tens of millions in value, lowered abandonment rates and accelerated resolution times, demonstrating how intelligent automation fuels measurable business performance.\u202f\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Accelerating Agentic Innovation\u00a0\u00a0<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">We\u2019re now in a new phase of AI where systems don\u2019t just predict outcomes, they act on them. The agentic era represents a seismic leap forward, even more transformative than the shift to the cloud that made it possible.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Cloud gave us scalability and reach. Agentic AI brings purpose, reasoning and autonomy. It\u2019s redefining how organizations engage with customers by enabling real-time, intelligent conversations at scale.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This evolution is accelerating across the Genesys Cloud platform. We\u2019ve announced more autonomous Virtual Agents that can carry increasingly complex, multistep interactions across channels; AI Copilots powered by modular Skills that can assist agents, supervisors and administrators in real time; and <a href=\"https:\/\/www.genesys.com\/blog\/post\/deliver-the-next-level-of-experience-with-genesys-cloud-ai-studio-and-ai-guides\" target=\"_blank\" rel=\"noopener\">Genesys Cloud AI Studio<\/a> innovations that give organizations the tools to design and govern these intelligent systems with built-in transparency. Each of these capabilities reflects our belief that AI can help automate work and augment human performance by making every customer interaction faster, more personal and more empathetic.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Our recent collaboration with<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/how-genesys-and-scaled-cognition-are-shaping-the-future-of-agentic-orchestration\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Scaled Cognition<\/span><\/a><span style=\"font-weight: 400;\"> builds on that foundation. Together, we\u2019re advancing the use of Large Action Models (LAMs) to strengthen how AI operates across workflows by enabling more deterministic, governed and trustworthy automation. By embedding LAM innovation into our orchestration fabric, we will be helping to ensure that organizations can evolve confidently, with systems that act independently yet remain aligned to enterprise context and control.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This is where the Genesys Cloud heritage becomes its advantage.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">From the start, the platform was built to be open and interoperable. It can connect AI, data and workflows across the enterprise and across other strategic platforms. We will also expand on this by supporting secure protocols like Model Context Protocol (MCP) and Agent2Agent (A2A). We can deploy and orchestrate any combination of models \u2014 native, open-source or partner-built \u2014<\/span>\u00a0<a href=\"https:\/\/www.genesys.com\/blog\/post\/when-ai-begins-to-think-for-itself-whos-accountable\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">without compromising governance, observability or control<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><span style=\"font-weight: 400;\">\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">In a landscape where unchecked experimentation can quickly lead to complexity or stagnation, this principle matters. We\u2019ve always believed that trust is architected in the platform. Every element of Genesys Cloud was designed to help ensure privacy, fairness, transparency and security by design. Governance shouldn\u2019t slow innovation; it\u2019s how you sustain it.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Connecting Real-time Customer Intelligence for Impact\u00a0<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Every wave of innovation eventually outgrows its experimental phase, and AI is no different. The explosion of assistants, copilots and plug-ins over the past few years has fueled discovery. But today the focus for many enterprises is shifting from experimentation to execution.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Organizations are realizing that progress depends less on adding new technologies and more on connecting the intelligence they already have. In the experience economy, the advantage will belong to those using a single platform capable of turning real-time customer intelligence into coordinated, responsible action at scale. Genesys Cloud was built to deliver exactly that.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Reaching 2 million users is a milestone we owe to our customers. It\u2019s a testament to their partnership, innovation and belief in what we\u2019re building together. It marks a movement in our industry \u2014 one defined by unified, agentic experience orchestration that\u2019s already reshaping how businesses operate, how employees work and how customers connect. That future is already taking shape on <a href=\"http:\/\/genesys.com\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">Genesys Cloud<\/a>.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"2 Million Genesys Cloud Users: Unified Agentic Experience Orchestration Is Here","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"2-million-genesys-cloud-users-unified-agentic-experience-orchestration-is-here","to_ping":"","pinged":"","post_modified":"2025-11-26 09:56:57","post_modified_gmt":"2025-11-26 17:56:57","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=600216","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}],"w_tycontent":"<p>Merci pour l&rsquo;int\u00e9r\u00eat port\u00e9.<\/p>\n","meta_title":"Cinq tendances qui red\u00e9finissent l\u2019exp\u00e9rience client en 2026 | Genesys","ns_title":"Anticipez les prochaines \u00e9volutions de l\u2019exp\u00e9rience client","item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"top","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/fQsDLuN-_6Q?si=y0H6Ct5TUxkiBgc4\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"get_started_config":"default","is_zoom":false,"meta_description":"","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","gsc_tab":false,"enable_external_utm":false,"add_to_global_events":false,"enable_global_intellimize":true,"enable_intellimize_api":false,"enable_anti_flicker":false,"enable_ab_test":false,"next_steps_type":"default","ns_subtitle":""},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/610991","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\/890"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/610991\/revisions"}],"predecessor-version":[{"id":610997,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/610991\/revisions\/610997"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media\/610440"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=610991"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=610991"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=610991"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=610991"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=610991"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=610991"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=610991"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=610991"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=610991"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=610991"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=610991"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}