{"id":610994,"date":"2026-01-09T06:55:17","date_gmt":"2026-01-09T14:55:17","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/ce-qui-faconne-lavenir-des-experiences-client-et-collaborateur"},"modified":"2026-01-09T07:01:02","modified_gmt":"2026-01-09T15:01:02","slug":"shaping-the-future-of-customer-and-employee-experiences","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/fr-fr\/webinars\/shaping-the-future-of-customer-and-employee-experiences","title":{"rendered":"Ce qui fa\u00e7onne l\u2019avenir des exp\u00e9riences client et collaborateur"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmb-1&Prime;]<\/p>\n<p class=\"pre_h1\"><strong>WEBINAIRE \u00c0 LA DEMANDE<\/strong><\/p>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h1>Ce qui fa\u00e7onne l\u2019avenir des exp\u00e9riences client et collaborateur<\/h1>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Rejoignez des leaders de l\u2019exp\u00e9rience client d\u2019Accenture, ServiceNow et Genesys pour d\u00e9crypter les tendances cl\u00e9s qui transforment les exp\u00e9riences client et collaborateur.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; el_id=\u00a0\u00bbform\u00a0\u00bb offset=\u00a0\u00bbvc_col-lg-offset-1 vc_col-lg-5&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=\"701Ht000001x8HGIAY\"><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\/610994?thankyou=610994&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\/610994\"><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\/610994\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"610994\">\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_section][vc_section][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Aujourd\u2019hui, les clients attendent des exp\u00e9riences simples, intelligentes et humaines, \u00e0 chaque point de contact. <a href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/state-of-cx\">82 % des consommateurs interrog\u00e9s d\u00e9clarent qu\u2019une entreprise n\u2019est \u00e0 la hauteur que de la qualit\u00e9 de son service.<\/a> Les organisations doivent donc repenser la mani\u00e8re dont elles connectent les personnes, les donn\u00e9es et la technologie afin d\u2019offrir des interactions coh\u00e9rentes et porteuses de sens.<\/p>\n<p>Rejoignez des leaders d\u2019Accenture, ServiceNow et Genesys pour explorer les tendances qui red\u00e9finissent les exp\u00e9riences client et collaborateur. D\u00e9couvrez comment les entreprises les plus performantes transforment le service en levier strat\u00e9gique, d\u00e9ploient l\u2019IA de mani\u00e8re responsable et utilisent l\u2019orchestration de l\u2019exp\u00e9rience pour cr\u00e9er des moments g\u00e9n\u00e9rateurs de confiance, de fid\u00e9lit\u00e9 et de croissance.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; offset=\u00a0\u00bbvc_col-md-offset-1 vc_col-md-5&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h4>Au cours de cette session, vous d\u00e9couvrirez :<\/h4>\n<p>[\/vc_column_text][vc_column_text ct_style=\u00a0\u00bbkey-list\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb ct_key=\u00a0\u00bb01&Prime;]<\/p>\n<p class=\"text-20\">Comment renforcer la fid\u00e9lit\u00e9 client gr\u00e2ce \u00e0 des op\u00e9rations unifi\u00e9es<\/p>\n<p>[\/vc_column_text][vc_column_text ct_style=\u00a0\u00bbkey-list\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb ct_key=\u00a0\u00bb01&Prime;]<\/p>\n<p class=\"text-20\">Les prochaines \u00e9volutions de l\u2019exp\u00e9rience client : de l\u2019IA agentique \u00e0 l\u2019orchestration de l\u2019exp\u00e9rience et aux partenariats unifi\u00e9s<\/p>\n<p>[\/vc_column_text][vc_column_text ct_style=\u00a0\u00bbkey-list\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb ct_key=\u00a0\u00bb03&Prime;]<\/p>\n<p class=\"text-20\">Comment une strat\u00e9gie proactive et des donn\u00e9es connect\u00e9es transforment l\u2019IA en un v\u00e9ritable avantage pour l\u2019exp\u00e9rience client (CX)<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 style=\"text-align: center;\">Les intervenants<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/3&Prime;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/340x340-Headshot-Genesys.png\" alt=\"Greg Thomas\" ><\/div><div class=\"details\"><p class=\"name h5\">Greg Thomas<\/p><p class=\"info\">Senior Director, Thought Leadership, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/340x340-Headshot-Accenture.png\" alt=\"Gino Sferra\" ><\/div><div class=\"details\"><p class=\"name h5\">Gino Sferra<\/p><p class=\"info\">Accenture ServiceNow Business Group Customer &amp; Industry Lead \u2013 Global<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/340x340-Headshot-Servicenow.png\" alt=\"Navya Pandiri\" ><\/div><div class=\"details\"><p class=\"name h5\">Navya Pandiri<\/p><p class=\"info\">Product Director, ServiceNow<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmb-1&Prime;] WEBINAIRE \u00c0 LA DEMANDE [\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] Ce qui fa\u00e7onne l\u2019avenir des exp\u00e9riences client et collaborateur [\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Rejoignez des leaders de l\u2019exp\u00e9rience client d\u2019Accenture, ServiceNow et Genesys pour d\u00e9crypter les tendances cl\u00e9s qui transforment les exp\u00e9riences client et collaborateur.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; el_id=\u00a0\u00bbform\u00a0\u00bb offset=\u00a0\u00bbvc_col-lg-offset-1 vc_col-lg-5&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]Aujourd\u2019hui, les clients attendent des [&hellip;]<\/p>\n","protected":false},"author":596,"featured_media":610010,"template":"","tax_priority":[54],"tax_contenttheme":[14892,14893,14894],"tax_bundle":[],"tax_contenttheme2":[16127,16157,16193],"tax_capability_sitewide":[16202,16316],"tax_products_programs":[17540],"tax_buying_job":[16625],"tax_buyer_persona":[16888,16916],"tax_sector":[16925,16978,17016,17033,16957,18513],"tax_segment":[17081],"class_list":["post-610994","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_contenttheme-level-up-your-technology-fr-fr","tax_contenttheme2-improve-customer-experience-fr-fr","tax_contenttheme2-improve-employee-experience-fr-fr","tax_contenttheme2-level-up-your-technology-fr-fr","tax_capability_sitewide-ai-and-automation-fr-fr","tax_capability_sitewide-integrations-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_content_type-video-fr-fr","tax_set-video"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":570818,"post_author":"596","post_date":"2025-05-06 06:19:09","post_date_gmt":"2025-05-06 13:19:09","post_content":"","post_title":"Unified Experience de Genesys et ServiceNow : D\u00e9mo","post_excerpt":"D\u00e9couvrez comment les fonctionnalit\u00e9s de gestion de l'engagement des collaborateurs de Genesys Cloud peuvent r\u00e9volutionner l'exp\u00e9rience employ\u00e9 et booster vos revenus. Voir la d\u00e9mo maintenant.","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"unified-experience-from-genesys-and-servicenow-demo","to_ping":"","pinged":"","post_modified":"2025-05-06 06:23:48","post_modified_gmt":"2025-05-06 13:23:48","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/unified-experience-de-genesys-et-servicenow-demo","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":571007,"post_author":"945","post_date":"2025-06-23 10:17:23","post_date_gmt":"2025-06-23 17:17:23","post_content":"[vc_row][vc_column][vc_column_text css=\"\"]Les attentes actuelles des clients exercent une forte pression. Les clients exigent des parcours de service fluides, quel que soit le nombre de personnes, de canaux ou de services impliqu\u00e9s. Et si leurs attentes ne sont pas satisfaites, ils passent rapidement \u00e0 la concurrence. Le rapport \u00ab\u00a0<a href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/state-of-cx\" target=\"_blank\" rel=\"noopener\">\u00c9tat des lieux de l&apos;exp\u00e9rience client<\/a>\u00a0\u00bb montre que plus de la moiti\u00e9 des clients interrog\u00e9s changent apr\u00e8s seulement deux \u00e0 cinq interactions n\u00e9gatives. Dans le centre de contact, le taux de rotation du personnel est \u00e9lev\u00e9, ce qui dilapide les connaissances et les investissements r\u00e9alis\u00e9s dans le recrutement et la formation du personnel. Si les solutions ponctuelles d&apos;hier destin\u00e9es \u00e0 soutenir votre personnel \u00e9taient rapides et faciles \u00e0 acqu\u00e9rir, elles se r\u00e9v\u00e8lent aujourd&apos;hui difficiles \u00e0 int\u00e9grer en une pile technologique compl\u00e8te et connect\u00e9e. Les \u00e9quipes de service client assemblent elles-m\u00eames ces processus manuels et ces technologies cloisonn\u00e9es, ce qui entra\u00eene des exp\u00e9riences frustrantes et chronophages pour vos clients et vos collaborateurs. Cette approche inefficace du \u00ab\u00a0middleware humain\u00a0\u00bb cr\u00e9e de mauvaises exp\u00e9riences client (CX) et peut entra\u00eener des co\u00fbts pour votre entreprise. L&apos;ann\u00e9e derni\u00e8re, Genesys <a href=\"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/genesys-and-servicenow-the-power-of-a-unified-experience\" target=\"_blank\" rel=\"noopener\">a annonc\u00e9 un nouveau partenariat strat\u00e9gique avec ServiceNow<\/a> pour d\u00e9couvrir comment nos entreprises et nos plateformes peuvent se combiner pour relever ces d\u00e9fis. Et, comme l&apos;a not\u00e9 Olivier Jouve, directeur produits chez Genesys, \u00ab\u00a0r\u00e9unir nos plateformes offre plus de choix et de flexibilit\u00e9 \u00e0 nos clients pour am\u00e9liorer leurs exp\u00e9riences clients et collaborateurs\u00a0\u00bb. Aujourd&apos;hui, je suis ravi de vous annoncer que l&apos;exp\u00e9rience unifi\u00e9e de Genesys et ServiceNow est d\u00e9sormais disponible sur <a href=\"https:\/\/store.servicenow.com\/sn_appstore_store.do#!\/store\/application\/8b85538193da1a501dd6b0f97bba1063\" target=\"_blank\" rel=\"noopener\">ServiceNow Store<\/a> et <a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\/listing\/277fe408-8253-44d5-8fb0-9657b03a66ea\" target=\"_blank\" rel=\"noopener\">AppFoundry<sup>\u00ae<\/sup> Marketplace<\/a>. Dans cet article, nous d\u00e9voilerons en d\u00e9tail nos recherches et les r\u00e9sultats de la conception et du test b\u00eata conjoints de cette nouvelle solution. Nous examinerons les 3\u00a0\u00e9l\u00e9ments cl\u00e9s qui vous aideront \u00e0 offrir l&apos;exp\u00e9rience unifi\u00e9e que vos clients et collaborateurs attendent.[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h2>1. Centraliser l&apos;interaction et le routage des t\u00e2ches<\/h2>Le d\u00e9ploiement de plusieurs syst\u00e8mes pour router et g\u00e9rer enti\u00e8rement diff\u00e9rents canaux et autres syst\u00e8mes, afin d&apos;attribuer et d&apos;automatiser le travail entre les \u00e9quipes middle-office et back-office, peut avoir un impact n\u00e9gatif sur votre capacit\u00e9 \u00e0 fournir un service de premier ordre comme sur vos r\u00e9sultats. Les clients sont souvent contraints de se r\u00e9p\u00e9ter d&apos;un canal de communication \u00e0 l&apos;autre. Les agents de premi\u00e8re ligne re\u00e7oivent une t\u00e2che qui ne correspond pas toujours \u00e0 leurs comp\u00e9tences et doivent passer d&apos;une application \u00e0 l&apos;autre pour recueillir des informations. Cela ne peut qu&apos;accro\u00eetre leur frustration. L&apos;entreprise dispose de syst\u00e8mes technologiques redondants qui doivent \u00eatre maintenus en permanence pour rester op\u00e9rationnels, ce qui augmente les budgets informatiques ann\u00e9e apr\u00e8s ann\u00e9e. L&apos;exp\u00e9rience unifi\u00e9e de Genesys et ServiceNow r\u00e9unit le routage des interactions de front-office avec les t\u00e2ches de back-office dans un seul moteur d&apos;orchestration bas\u00e9 sur l&apos;intelligence artificielle (IA). Le routage est centralis\u00e9 dans la\u00a0plateforme Genesys\u00a0Cloud<sup>\u2122<\/sup>, qui rationalise la fourniture du travail aux bonnes personnes au bon moment, en int\u00e9grant des exp\u00e9riences en temps r\u00e9el telles que les appels vocaux et les messages instantan\u00e9s avec des cas de travail hors ligne. Cela permet aux repr\u00e9sentants du service client d&apos;\u00eatre d\u00e9ploy\u00e9s sur diff\u00e9rents canaux et types de travail, am\u00e9liorant ainsi les taux d&apos;utilisation sans les submerger en raison de r\u00e8gles de routage conflictuelles.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h2>2. Unifier les \u00e9quipes sur un seul bureau<\/h2>Les secteurs de l&apos;exp\u00e9rience client et de la gestion de la relation client (CRM) \u00e9voquent le concept d&apos;un \u00ab\u00a0\u00e9cran unique\u00a0\u00bb depuis des ann\u00e9es, voire des d\u00e9cennies. Pourtant, de nombreuses entreprises exigent toujours que leurs agents, superviseurs et experts travaillent sur des applications s\u00e9par\u00e9es et d\u00e9connect\u00e9es pour communiquer avec les clients et effectuer les t\u00e2ches n\u00e9cessaires pour r\u00e9soudre leurs probl\u00e8mes. Cela introduit un \u00ab\u00a0middleware humain\u00a0\u00bb co\u00fbteux dans vos processus CX. Bien que le facteur humain reste essentiel pour fournir un service client empathique, il est impossible de travailler efficacement tout en comblant l&apos;\u00e9cart entre les donn\u00e9es, les canaux et les flux de travail. Cela peut avoir un impact n\u00e9gatif sur tous les indicateurs cl\u00e9s de performance du centre de contact, du temps de traitement moyen aux scores de satisfaction client en passant par la fid\u00e9lisation des agents (dont nous reparlerons). Comparons une interaction dans un centre de contact avec des syst\u00e8mes et des services d\u00e9connect\u00e9s avec son \u00e9quivalent dans l&apos;exp\u00e9rience unifi\u00e9e de Genesys et ServiceNow.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_single_image image=\"560140\" css=\"\"][\/vc_column_inner][\/vc_row_inner][vc_single_image image=\"560141\" css=\"\"][vc_single_image image=\"560142\" css=\"\"][vc_row_inner][vc_column_inner][vc_column_text css=\".vc_custom_1741373204623{margin-top: 1.5em !important;border-bottom-width: 1.5px !important;}\"]L&apos;exp\u00e9rience unifi\u00e9e de Genesys et ServiceNow Workspace peut optimiser l&apos;efficacit\u00e9 du personnel gr\u00e2ce \u00e0 l&apos;acc\u00e8s aux contr\u00f4les d&apos;interaction natifs, aux donn\u00e9es client et op\u00e9rationnelles, aux automatisations de flux de travail et \u00e0 l&apos;assistance IA, le tout dans une vue unique. Par rapport aux int\u00e9grations CTI existantes, cette approche native \u00e9limine les fen\u00eatres contextuelles intrusives qui couvrent les donn\u00e9es et interf\u00e8rent avec la prestation de services. De plus, la solution agr\u00e8ge automatiquement les donn\u00e9es d&apos;op\u00e9rations en temps r\u00e9el de ServiceNow et les donn\u00e9es d&apos;engagement de Genesys\u00a0Cloud dans une source de donn\u00e9es commune. Cela alimente l&apos;IA et fournit des informations en temps r\u00e9el que les agents peuvent utiliser pour obtenir rapidement des r\u00e9sultats significatifs.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_single_image image=\"559820\" css=\"\"][vc_column_text css=\".vc_custom_1741712017124{margin-top: 1.0em !important;}\"]<strong>Un bureau unifi\u00e9\u00a0:<\/strong> Passer d&apos;un syst\u00e8me \u00e0 l&apos;autre demande du temps et des efforts. Genesys\u00a0Cloud et son vaste ensemble d&apos;outils d&apos;options, associ\u00e9 \u00e0 ServiceNow CSM, rationalise la prestation et l&apos;ex\u00e9cution du travail afin de r\u00e9duire les temps de traitement moyens.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h2>3. Optimiser l&apos;engagement du personnel<\/h2>Selon une <a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/call-center-attrition-rate\" target=\"_blank\" rel=\"noopener\">\u00e9tude r\u00e9alis\u00e9e par SQM Group<\/a>, le taux de rotation annuel des agents dans le secteur des centres d&apos;appel a atteint 38\u00a0% en\u00a02022. Mike Desmarais, fondateur et PDG de SQM Group, explique\u00a0: \u00ab\u00a0compte tenu du taux de rotation plus \u00e9lev\u00e9 des agents, de l&apos;\u00e9puisement professionnel, de l&apos;absent\u00e9isme, des co\u00fbts d&apos;exploitation et de la r\u00e9duction du FCR [taux de r\u00e9solution au premier appel] et du CSAT [taux de satisfaction client], vous pouvez affirmer que le turnover des centres d&apos;appel est le KPI le plus important\u00a0\u00bb. Les nouveaux agents ont du mal \u00e0 r\u00e9soudre les interactions et les probl\u00e8mes d\u00e8s le premier contact. M\u00eame les agents les plus exp\u00e9riment\u00e9s ont besoin des outils n\u00e9cessaires et d&apos;un d\u00e9veloppement professionnel continu pour atteindre des performances optimales. Il peut s&apos;av\u00e9rer presque impossible d&apos;offrir une exp\u00e9rience unifi\u00e9e aux clients avec un personnel h\u00e9t\u00e9rog\u00e8ne, mal \u00e9quip\u00e9, et qui manque d&apos;engagement dans sa carri\u00e8re. Gr\u00e2ce \u00e0 l&apos;exp\u00e9rience unifi\u00e9e de Genesys et ServiceNow, un tableau de bord personnalis\u00e9 regroupant les performances, le planning, l&apos;adh\u00e9sion, la formation et le coaching des agents aide ces derniers \u00e0 s&apos;int\u00e9grer rapidement, \u00e0 rester op\u00e9rationnels et \u00e0 s&apos;approprier leur d\u00e9veloppement professionnel. \u00a0De plus, lorsque les \u00e9quipes d&apos;assistance re\u00e7oivent une quantit\u00e9 adapt\u00e9e de travail pertinent, et s&apos;appuient sur l&apos;assistance par IA et l&apos;automatisation des flux de travail pour faciliter leur travail, la satisfaction des collaborateurs et des clients peut progresser.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_single_image image=\"559821\" css=\".vc_custom_1741711898857{border-bottom-width: 1.0em !important;}\"][vc_column_text css=\".vc_custom_1741712028007{margin-top: 1.0em !important;}\"]<strong>Outils de planification bas\u00e9s sur l&apos;IA\u00a0: <\/strong>Optimisez l&apos;occupation du centre de contact en \u00e9quilibrant les charges de travail li\u00e9es aux interactions et aux dossiers avec les ressources du personnel. Vous pouvez ainsi limiter la rotation et ses co\u00fbts gr\u00e2ce au d\u00e9veloppement des comp\u00e9tences et \u00e0 l&apos;assistance par IA en temps r\u00e9el.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h2>Offrez \u00e0 vos clients et collaborateurs l&apos;exp\u00e9rience unifi\u00e9e qu&apos;ils attendent<\/h2>Associez la puissance d&apos;un leader reconnu dans le secteur <a href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/gartner-magic-quadrant-for-contact-center-as-a-service\" target=\"_blank\" rel=\"noopener\">du centre de contact en tant que service (CCAAS)<\/a> \u00e0 <a href=\"https:\/\/www.servicenow.com\/products\/customer-service-management.html?campid=59954&amp;cid=p:csm:dg:b:rmkt:exa:goog_ams_all_en_CSMT_rlsa_Brand:ams:all&amp;s_kwcid=AL!11692!3!516041570133!e!!g!!servicenow%20csm&amp;ds_c=GOOG_AMS_ALL_EN_DEMANDGEN_CSMT_RLSA_Brand_EXA_Top-RES&amp;cmcid=71700000082524423&amp;ds_ag=ServiceNow+CSM_EXA&amp;cmpid=58700006975377905&amp;ds_kids=p62820227427&amp;gad_source=1&amp;gclid=Cj0KCQiA-5a9BhCBARIsACwMkJ4cg81qeNB8TM-rzE3D5cNFw-VuqqA0zHQdNyCM6-INWmPAJtYY5IQaAqYGEALw_wcB&amp;gclsrc=aw.ds\" target=\"_blank\" rel=\"noopener\">ServiceNow Customer Service Management (CSM)<\/a> pour faciliter chaque interaction pour vos clients, agents et \u00e9quipes d&apos;assistance. L&apos;exp\u00e9rience unifi\u00e9e de Genesys et ServiceNow simplifie la collaboration entre les services en connectant les agents aux \u00e9quipes, aux informations et aux processus de back-office pour cr\u00e9er des engagements plus efficaces. Il centralise les interactions et le routage du travail entre les canaux et les services, unifie les \u00e9quipes de service client et leur t\u00e2che sur un seul bureau et optimise l&apos;engagement du personnel, le tout gr\u00e2ce \u00e0 l&apos;IA. 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