{"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_section][vc_row][vc_column][vc_column_text css=\"\"]The pressures to deliver on today\u2019s customer expectations are intense. Customers expect seamless service journeys, no matter how many people, channels or departments are involved. And they\u2019ll quickly shift to your competitors when their expectations go unmet. In fact, \u201c<a href=\"https:\/\/www.genesys.com\/resources\/state-of-cx\" target=\"_blank\" rel=\"noopener\">The State of Customer Experience<\/a>\u201d report shows that more than half of customers surveyed will switch after just two to five negative interactions.\r\n\r\nIn the contact center, workforce turnover is high, draining knowledge and the investments your business has made in hiring and training staff. And while yesterday\u2019s point solutions for supporting your workforce were quick and easy to acquire, they\u2019re now proving difficult to weave together into a comprehensive, connected tech stack.\r\n\r\nCustomer service teams tie these manual processes and siloed technologies together themselves, leading to frustrating and time-consuming experiences for both your customers and employees. This inefficient \u201chuman middleware\u201d approach contributes to poor customer experiences (CX) \u2014 and can cost your organization money.\r\n\r\nLast year, Genesys\u00a0<a href=\"https:\/\/www.genesys.com\/blog\/post\/genesys-and-servicenow-the-power-of-a-unified-experience\" target=\"_blank\" rel=\"noopener\">announced a new strategic partnership with ServiceNow<\/a>\u00a0to explore how our companies and platforms could come together to solve these challenges. And, as Olivier Jouve, Chief Product Officer at Genesys, noted, \u201cBringing our platforms closer together will give our customers choice and flexibility as they work to elevate their customer and employee experiences.\u201d\r\n\r\nToday, I\u2019m thrilled to share that Unified Experience from Genesys and ServiceNow is now available on the\u00a0<a href=\"https:\/\/store.servicenow.com\/sn_appstore_store.do#!\/store\/application\/8b85538193da1a501dd6b0f97bba1063\" target=\"_blank\" rel=\"noopener\">ServiceNow Store<\/a>\u00a0and the\u00a0<a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\/listing\/277fe408-8253-44d5-8fb0-9657b03a66ea\" target=\"_blank\" rel=\"noopener\">AppFoundry<sup>\u00ae<\/sup>\u00a0Marketplace<\/a>.\r\n\r\nIn this article, we\u2019ll take a deep dive into our research and findings from designing and beta-testing this new solution together. And we\u2019ll examine the 3 key elements that will help you deliver the unified experience your customers and employees expect.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2>1. Centralize Interaction and Work Routing<\/h2>\r\nDeploying multiple systems to route and manage different channels and other systems entirely to assign and automate work across middle- and back-office teams can negatively affect not only your ability to deliver world-class service, but also your bottom line.\r\n\r\nCustomers are often forced to repeat themselves when they switch communication channels. Frontline agents receive work that doesn\u2019t always align to their skillsets, and they must shift through multiple applications to gather information. This can only add to their frustration. The business is left with redundant tech systems that must be constantly maintained to keep operational \u2013 raising IT budgets year after year.\r\n\r\nUnified Experience from Genesys and ServiceNow brings together the routing of front-office interactions with back-office tasks into a single artificial intelligence (AI)-powered orchestration engine. Routing is centralized in the Genesys Cloud<sup>\u2122<\/sup>\u00a0platform which streamlines the delivery of work to the right people at the right time, integrating real-time experiences such as voice calls and chat messages with offline work like cases. This makes it possible for customer service representatives[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][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_single_image image=\"560140\" alignment=\"center\" css=\"\"][vc_single_image image=\"560141\" alignment=\"center\" css=\"\"][vc_single_image image=\"560142\" alignment=\"center\" css=\"\" el_class=\"mb-2\"][vc_column_text css=\"\" el_class=\"mb-2\"]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_single_image image=\"559820\" alignment=\"center\" css=\"\" el_class=\"mb-1\"][vc_column_text css=\"\"]<strong>Unified Desktop:<\/strong>\u00a0Switching between systems takes time and effort. Bringing together Genesys Cloud and its vast toolkit of capabilities with ServiceNow CSM streamlines work delivery and execution to reduce average handle times.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\" el_class=\"mb-2\"]\r\n<h2>3. Optimize Workforce Engagement<\/h2>\r\nAccording to\u00a0<a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/call-center-attrition-rate\" target=\"_blank\" rel=\"noopener\">SQM Group research<\/a>, the call center industry\u2019s annual agent turnover rate has risen to 38% in 2022. Mike Desmarais, founder and CEO of SQM Group notes, \u201cAs a result of the higher agent turnover, job burnout, absenteeism, operating cost, and lower [first call resolution] FCR and [customer satisfaction score] CSAT, you can strongly argue that call center turnover is the most important KPI.\u201d\r\n\r\nNew agents struggle to resolve interactions and cases on first contact. Even the most seasoned agents require the necessary tools and continuous professional development to become top performers. It can be nearly impossible to deliver a unified experience to customers with an inconsistent, ill-equipped workforce that doesn\u2019t own and value their careers.\r\n\r\nWith Unified Experience from Genesys and ServiceNow, a personalized dashboard of their performance, schedule, adherence, training and coaching helps agents quickly onboard, stay on task and own their career development. \u00a0And, when support teams receive the right type and amount of work and lean on AI-assistance and workflow automation to make their jobs easier, both employee satisfaction and customer satisfaction can improve.[\/vc_column_text][vc_single_image image=\"559821\" alignment=\"center\" css=\"\" el_class=\"mb-1\"][vc_column_text css=\"\"]<strong>AI-powered planning tools:\u00a0<\/strong>Optimize contact center occupancy by balancing interaction and case workloads with staff resources. This enables you to limit costly turnover with skill development and real-time AI assistance.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2>Deliver the Unified Experience Your Customers and Employees Expect<\/h2>\r\nCombine the power of an industry-recognized leader in\u00a0<a href=\"https:\/\/www.genesys.com\/resources\/gartner-magic-quadrant-for-contact-center-as-a-service\" target=\"_blank\" rel=\"noopener\">Contact Center as a Service (CCaaS)<\/a>\u00a0with\u00a0<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>\u00a0to make every interaction easier for your customers, agents and supporting teams.\r\n\r\nUnified Experience from Genesys and ServiceNow can simplify cross-department collaboration by connecting agents with back-office teams, insights and processes to orchestrate more efficient engagements. It centralizes interaction and work routing across channels and departments; brings together customer service teams and their work onto a single desktop; and optimizes workforce engagement, all powered by AI.\r\n\r\nAnd consolidating your bespoke CX tech stack into a single turnkey offering can help to reduce the number of software tools, as well as the costs associated with software development and maintenance.\r\n\r\n<a href=\"https:\/\/www.genesys.com\/resources\/unified-experience-from-genesys-and-servicenow-demo?ost_tool=blog&amp;ost_campaign=0-0-0-0-0-0-0-blog\" target=\"_blank\" rel=\"noopener\">Watch this demo<\/a>\u00a0to learn more about how Unified Experience from Genesys and ServiceNow can help you increase workforce productivity, boost customer loyalty and reduce total cost of ownership (TCO).[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Les 3 cl\u00e9s d\u2019une exp\u00e9rience unifi\u00e9e avec Genesys et ServiceNow","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow","to_ping":"","pinged":"","post_modified":"2026-07-13 21:17:14","post_modified_gmt":"2026-07-14 04:17:14","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/3-cles-pour-offrir-des-experiences-unifiees-avec-genesys-et-servicenow","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":585773,"post_author":"596","post_date":"2025-07-28 23:26:23","post_date_gmt":"2025-07-29 06:26:23","post_content":"","post_title":"Transformez la prestation de services avec Genesys et ServiceNow","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"transform-service-delivery-with-genesys-and-servicenow","to_ping":"","pinged":"","post_modified":"2025-08-06 08:46:20","post_modified_gmt":"2025-08-06 15:46:20","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/transformez-la-prestation-de-services-avec-genesys-et-servicenow","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"meta_title":"Ce qui fa\u00e7onne l\u2019avenir des exp\u00e9riences client et collaborateur \u2013 ServiceNow | Accenture | Genesys","meta_description":"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.","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\/Rk5kGl5OInw?si=ntwYwyleWXPt3Tpf\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; 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