{"id":636938,"date":"2026-07-28T19:00:16","date_gmt":"2026-07-29T02:00:16","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/ai-has-changed-customer-expectations-now-what"},"modified":"2026-08-17T06:41:36","modified_gmt":"2026-08-17T13:41:36","slug":"ai-has-changed-customer-expectations-now-what","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/fr-fr\/webinars\/ai-has-changed-customer-expectations-now-what","title":{"rendered":"L\u2019IA a red\u00e9fini les attentes des clients. Comment r\u00e9agir\u00a0?"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"pre_h1\"><span class=\"TextRun SCXW75021397 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW75021397 BCX0\">Nouveau rapport \u00c9tat des lieux de l&rsquo;exp\u00e9rience client\u00a0| Webinaire<\/span><\/span><\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>L\u2019IA a red\u00e9fini les attentes des clients. Comment r\u00e9agir\u00a0?<\/h1>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h4><span class=\"NormalTextRun SCXW68047422 BCX0\">D\u00e9couvrez les enseignements cl\u00e9s de la nouvelle \u00e9dition <\/span><span class=\"NormalTextRun SCXW68047422 BCX0\">2026 <\/span><span class=\"NormalTextRun SCXW68047422 BCX0\">du rapport \u00c9tat des lieux de l&rsquo;exp\u00e9rience client<\/span><\/h4>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_row_inner][vc_column_inner][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<span data-contrast=\"auto\">L\u2019IA a profond\u00e9ment modifi\u00e9 les attentes des consommateurs. Aujourd\u2019hui, 92\u00a0% des clients attendent de chaque entreprise qu\u2019elle leur offre une exp\u00e9rience \u00e0 la hauteur de la meilleure qu\u2019ils aient jamais v\u00e9cue, quel que soit le secteur. Dans le m\u00eame temps, la pression s\u2019intensifie pour les responsables\u00a0CX\u00a0: 86 % estiment que l\u2019IA sera probablement pr\u00e9sente dans presque toutes les interactions d\u2019ici\u00a02029, mais les investissements consentis ne se traduisent pas encore syst\u00e9matiquement par des r\u00e9sultats tangibles.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Participez \u00e0 notre d\u00e9cryptage de l\u2019\u00e9dition 2026 du rapport \u00c9tat des lieux de l&rsquo;exp\u00e9rience client.<\/span><\/p>\n<h5><strong>Au programme\u00a0: <\/strong><\/h5>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"41\" 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\"><span data-contrast=\"auto\">Les attentes des clients \u00e0 l\u2019\u00e8re de l\u2019IA et leur \u00e9volution au cours de l\u2019ann\u00e9e \u00e9coul\u00e9e<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"41\" 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=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Les domaines dans lesquels les investissements dans l\u2019IA cr\u00e9ent r\u00e9ellement de la valeur, et ceux o\u00f9 leur impact reste limit\u00e9<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"41\" 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=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Les pratiques qui distinguent les organisations\u00a0CX les plus performantes<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 style=\"text-align: left;\">Nos intervenants<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][vc_single_image image=\u00a0\u00bb631845&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb rounded_corners=\u00a0\u00bbrounded-lg\u00a0\u00bb img_size=\u00a0\u00bbfull\u00a0\u00bb]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p style=\"text-align: center;\"><strong>Abby Spahich<\/strong><br \/>\nVice-pr\u00e9sidente mondiale<br \/>\n<strong>TELUS Digital<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][vc_single_image image=\u00a0\u00bb630734&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb rounded_corners=\u00a0\u00bbrounded-lg\u00a0\u00bb img_size=\u00a0\u00bbfull\u00a0\u00bb]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p style=\"text-align: center;\"><strong>Alex\u00a0Ball<\/strong><br \/>\nVice-pr\u00e9sident senior<br \/>\n<strong>Genesys Cloud CX<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][vc_single_image image=\u00a0\u00bb630737&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb rounded_corners=\u00a0\u00bbrounded-lg\u00a0\u00bb img_size=\u00a0\u00bbfull\u00a0\u00bb]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p style=\"text-align: center;\"><b>Marissa Gbenro<br \/>\n<\/b>Thought Leadership<br \/>\nResponsable marketing<br \/>\n<strong>Genesys<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Heureux de vous revoir,<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Ce n\u2019est pas vous ?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"701Ht0000025Ue3IAE\"><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\/636938?thankyou=636938&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\/636938\"><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\/636938\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"636938\">\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]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] Nouveau rapport \u00c9tat des lieux de l&rsquo;exp\u00e9rience client\u00a0| Webinaire [\/vc_column_text][vc_column_text] [\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] D\u00e9couvrez les enseignements cl\u00e9s de la nouvelle \u00e9dition 2026 du rapport \u00c9tat des lieux de l&rsquo;exp\u00e9rience client [\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_row_inner][vc_column_inner][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]L\u2019IA a profond\u00e9ment modifi\u00e9 les attentes des consommateurs. Aujourd\u2019hui, 92\u00a0% des clients attendent de chaque entreprise qu\u2019elle leur offre une exp\u00e9rience \u00e0 [&hellip;]<\/p>\n","protected":false},"author":890,"featured_media":632704,"template":"","tax_priority":[54],"tax_contenttheme":[14892],"tax_bundle":[],"tax_contenttheme2":[16193],"tax_capability_sitewide":[],"tax_products_programs":[17540],"tax_buying_job":[16625],"tax_buyer_persona":[16888],"tax_sector":[],"tax_segment":[17081,17099,17134],"class_list":["post-636938","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","tax_priority-54","tax_contenttheme-improve-customer-experience-fr-fr","tax_contenttheme2-level-up-your-technology-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_segment-enterprise-fr-fr","tax_segment-midsized-fr-fr","tax_segment-smb-fr-fr","tax_content_type-video-fr-fr"],"acf":{"is_on_demand":true,"is_zoom":false,"item_nav_hide":"no","utm_pass":false,"asset_expiration":"","get_started_config":"default","disable_chat":false,"meta_title":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","w_tycontent":"","media_type":"embed","media_position":"top","disable_next_steps":false,"display_desc":false,"title_align":"left","ns_title":"","ns_subtitle":"","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/YB2i5mxsETA?cc_lang_pref=fr&cc_load_policy=1&hl=fr&rel=0\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>","resource_next_steps":[{"ID":478090,"post_author":"15","post_date":"2026-07-14 08:29:18","post_date_gmt":"2026-07-14 15:29:18","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1781622358216{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\" el_class=\"hero\"][vc_row content_placement=\"middle\"][vc_column width=\"5\/12\" el_class=\"px-0\"][vc_column_text css=\"\"]\r\n<h1>Rapport \u00c9tat des lieux de l'exp\u00e9rience client\u00a02026<\/h1>\r\n<p class=\"text-20\">Les attentes des consommateurs continuent de progresser, cr\u00e9ant de nouvelles opportunit\u00e9s pour les entreprises \u00e0 l\u2019\u00e8re de l\u2019IA agentique. Fond\u00e9 sur les retours de 5\u00a0811 consommateurs et de 1\u00a0560 responsables CX et dirigeants d\u2019entreprise \u00e0 travers le monde, ce rapport met en lumi\u00e8re la mani\u00e8re dont les organisations les plus avanc\u00e9es exploitent l\u2019IA et l\u2019innovation\u00a0CX pour renforcer la fid\u00e9lisation et g\u00e9n\u00e9rer des r\u00e9sultats mesurables pour l\u2019entreprise.<\/p>\r\n[\/vc_column_text][\/vc_column][vc_column background_color=\"bgc-white\" width=\"1\/2\" elemental_order=\"order-2\" el_class=\"form-card px-2\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\"]\r\n<h2 class=\"h4\">Demandez votre exemplaire du rapport 2026<\/h2>\r\n[\/vc_column_text][mktoform cta_button=\"Consulter le rapport\" ar_status=\"Asset\" cta_header=\"\" form_additional_classes=\"no-bg-form\" 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width=\"1\/2\"][vc_column_text css=\"\" el_class=\"banner\"]\r\n<p class=\"h5 mb-0 title\"><img class=\"alignnone size-full wp-image-628907\" src=\"https:\/\/www.genesys.com\/media\/Book_Functional-Icon.png\" alt=\"\" width=\"28\" height=\"21\" \/>Rapport \u00c9tat des lieux de l'exp\u00e9rience client\u00a02026<\/p>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][component_button content_alignment=\"text-right\" tablet_alignment=\"text-right\" primary_cta=\"url:%23form|title:Consulter%20le%20rapport%20complet|\"][\/vc_column][\/vc_row][vc_row content_placement=\"middle\" el_class=\"mt-4\"][vc_column][mini_banner data_pull=\"manual\" title=\"\u00c9tat des lieux de l'exp\u00e9rience client 2026 : le rapport mondial\" cta=\"url:%23|title:Consulter%20le%20rapport%20complet|\" media=\"628907\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-white\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" el_class=\"pt-3\"][vc_row][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3>Les consommateurs vous comparent aux meilleures exp\u00e9riences qu'ils aient v\u00e9cues<\/h3>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"2\/3\"][\/vc_column][\/vc_row][vc_row content_placement=\"top\" el_class=\"pb-2\"][vc_column width=\"1\/3\"][vc_raw_html 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css=\"\"]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[\/vc_raw_html][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\"][vc_row el_class=\"pb-2\"][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-3\"][vc_column_text css=\"\" el_class=\"center-heading\"]\r\n<h2 style=\"text-align: center;\">Les infrastructures vieillissantes constituent le principal d\u00e9fi des responsables\u00a0CX<\/h2>\r\n<p class=\"text-18\" style=\"text-align: center;\">Pour la premi\u00e8re fois depuis 2023, les infrastructures vieillissantes occupent la premi\u00e8re place des d\u00e9fis auxquels sont confront\u00e9s les responsables CX, mettant en p\u00e9ril l\u2019orchestration fluide des parcours clients et le passage \u00e0 l\u2019\u00e9chelle de l\u2019IA.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=\"middle\"][vc_column width=\"5\/12\"][vc_column_text css=\"\" el_class=\"list-item\"]\r\n<h3>Les syst\u00e8mes fragment\u00e9s freinent l'exp\u00e9rience client<\/h3>\r\n<ul>\r\n \t<li>Les infrastructures\u00a0CX vieillissantes constituent le principal d\u00e9fi op\u00e9rationnel cit\u00e9 par les responsables\u00a0CX<\/li>\r\n \t<li>48\u00a0% des entreprises ne transmettent pas aux agents humains les informations d\u00e9j\u00e0 communiqu\u00e9es par les clients<\/li>\r\n \t<li>Les infrastructures vieillissantes repr\u00e9sentent aujourd\u2019hui le principal d\u00e9fi op\u00e9rationnel des responsables\u00a0CX<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][vc_single_image image=\"632464\" css=\"\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\" el_class=\"pb-2\"][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h3>L'IA remod\u00e8le les attentes des consommateurs<\/h3>\r\n<p class=\"text-18\">L\u2019utilisation quotidienne de l\u2019IA par les consommateurs \u00e9l\u00e8ve les standards de l\u2019exp\u00e9rience client\u00a0: r\u00e9ponses imm\u00e9diates, continuit\u00e9 du contexte et absence de r\u00e9p\u00e9tition.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/3\"][vc_raw_html 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css=\"\"]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9Ijg2Ij48L3A+CiAgPHA+ZGVzIHJlc3BvbnNhYmxlc8KgQ1ggc+KAmWF0dGVuZGVudCDDoCBjZSBxdWUgbOKAmUlBIGZhc3NlIHBhcnRpZSBkZSBjaGFxdWUgaW50ZXJhY3Rpb24gY2xpZW50IGTigJlpY2nCoDIwMjk8L3A+CjwvZGl2Pgo=[\/vc_raw_html][\/vc_column][vc_column][vc_raw_js]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[\/vc_raw_js][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\"][vc_row content_placement=\"middle\"][vc_column width=\"5\/12\"][vc_column_text css=\"\" el_class=\"list-item\"]\r\n<h3>L'\u00e8re agentique exige un nouveau mod\u00e8le op\u00e9rationnel CX<\/h3>\r\n<ul>\r\n \t<li>40\u00a0% des organisations CX utilisent d\u00e9j\u00e0 l'IA agentique<\/li>\r\n \t<li>En moyenne, les responsables CX pr\u00e9voient de consacrer 30\u00a0% de leur budget de service client \u00e0 des technologies d\u2019exp\u00e9rience client pilot\u00e9es par l\u2019IA.<\/li>\r\n \t<li>L\u2019incapacit\u00e9 \u00e0 faire passer les projets d\u2019IA \u00e0 l\u2019\u00e9chelle constitue le deuxi\u00e8me plus grand obstacle \u00e0 des parcours clients fluides et sans rupture<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][vc_single_image image=\"632465\" css=\"\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\"][vc_row content_placement=\"middle\"][vc_column width=\"1\/2\" elemental_order=\"order-2\"][vc_single_image image=\"632466\" css=\"\"][\/vc_column][vc_column width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\" el_class=\"list-item\"]\r\n<h2>Quelle est l'importance de pouvoir changer de canal sans avoir \u00e0 se r\u00e9p\u00e9ter\u00a0?<\/h2>\r\n<p class=\"text-18\">95\u00a0% des consommateurs estiment qu\u2019il est important que les informations d\u00e9j\u00e0 communiqu\u00e9es les accompagnent d\u2019un canal \u00e0 l\u2019autre, sans qu\u2019ils aient \u00e0 se r\u00e9p\u00e9ter. Des transferts mal g\u00e9r\u00e9s entre canaux ou intervenants peuvent renforcer la fid\u00e9lisation\u2026 ou, au contraire, la compromettre.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\"][vc_row content_placement=\"middle\"][vc_column width=\"1\/2\" elemental_order=\"order-2\"][vc_single_image image=\"632467\" css=\"\" rounded_corners=\"rounded-lg\"][\/vc_column][vc_column width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\" el_class=\"list-item\"]\r\n<h2>La voie \u00e0 suivre<\/h2>\r\n<p class=\"text-18\">L\u2019avenir de l\u2019exp\u00e9rience client repose sur la connexion entre les personnes, les syst\u00e8mes, les donn\u00e9es et l\u2019IA. Les organisations les plus avanc\u00e9es investissent dans des plateformes\u00a0CX capables d\u2019unifier ces diff\u00e9rentes composantes au sein d\u2019un m\u00eame environnement. Lorsque le contexte accompagne le client tout au long de son parcours, l\u2019IA dispose des fondations n\u00e9cessaires pour agir efficacement. Chaque interaction contribue alors \u00e0 renforcer la fid\u00e9lisation plut\u00f4t qu\u2019\u00e0 l\u2019\u00e9roder.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\"enable\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\" css=\".vc_custom_1781626722241{margin-top: 40px !important;margin-bottom: 80px !important;background-image: url(https:\/\/www.genesys.com\/media\/quote-section_image.png?id=629572) !important;}\" el_class=\"quote-section\"][vc_row min_height=\"757px\"][vc_column background_color=\"bgc-glass\" width=\"3\/4\" css=\".vc_custom_1781626514825{padding-top: 32px !important;padding-right: 32px !important;padding-bottom: 32px !important;padding-left: 32px !important;}\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"text-32\">Une plateforme\u00a0CX unifi\u00e9e permet de r\u00e9unir l\u2019IA, les canaux, les donn\u00e9es et les workflows au sein d\u2019un environnement connect\u00e9. Elle fournit aux \u00e9quipes le contexte dont elles ont besoin pour agir efficacement et coordonner les actions \u00e0 travers les diff\u00e9rents syst\u00e8mes.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Rapport \u00c9tat des lieux de l'exp\u00e9rience client","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"state-of-cx","to_ping":"","pinged":"","post_modified":"2026-07-14 08:54:24","post_modified_gmt":"2026-07-14 15:54:24","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/letat-des-lieux-de-lexperience-client","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":622878,"post_author":"890","post_date":"2026-04-02 08:21:34","post_date_gmt":"2026-04-02 15:21:34","post_content":"[vc_section background_color=\"bgc-lgray\" m_background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1736543576490{padding-top: 6rem !important;padding-bottom: 6rem !important;}\"][vc_row][vc_column width=\"5\/6\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\"]\r\n<h1 style=\"text-align: center;\"><strong>Cinq tendances qui fa\u00e7onneront l'exp\u00e9rience client en 2026<\/strong><\/h1>\r\n<p class=\"text-22\" style=\"text-align: center;\"><span style=\"font-weight: 400;\">L\u2019exp\u00e9rience client (CX) conna\u00eet une transformation fondamentale\u202f: elle passe d\u2019un service r\u00e9actif \u00e0 une orchestration proactive, de canaux isol\u00e9s \u00e0 des parcours de bout en bout, et d\u2019indicateurs d\u2019efficacit\u00e9 \u00e0 une cr\u00e9ation de valeur r\u00e9elle pour les clients\u00a0\u2013 le tout pilot\u00e9 par l\u2019intelligence artificielle (IA). <\/span><\/p>\r\n<p class=\"text-22\" style=\"text-align: center;\"><span style=\"font-weight: 400;\"> Rejoignez nos experts pour explorer les tendances qui redessinent l\u2019exp\u00e9rience client en 2026\u00a0: faire la diff\u00e9rence gr\u00e2ce \u00e0 une orchestration strat\u00e9gique de l\u2019exp\u00e9rience, transformer la conception et la prestation de l\u2019exp\u00e9rience client gr\u00e2ce \u00e0 l\u2019IA agentique, instaurer la transparence d\u00e8s la conception, cr\u00e9er des \u00e9quipes hybrides\u00a0IA\/humain et red\u00e9finir les m\u00e9triques en passant de snapshots ponctuels \u00e0 des syst\u00e8mes continus. <\/span><\/p>\r\n<p style=\"text-align: center;\"><strong class=\"text-22\"><b>Nos experts d\u00e9cryptent ces tendances et leurs impacts concrets sur vous et votre entreprise. <\/b><\/strong><\/p>\r\n[\/vc_column_text][component_button content_alignment=\"text-center\" button_color=\"btn-white\" primary_cta=\"url:https%3A%2F%2Fwww.genesys.com%2Ffr-fr%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Visionner%20le%20webinaire\"][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/5\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_single_image image=\"622027\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][vc_column width=\"1\/5\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_single_image image=\"622029\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][vc_column width=\"1\/5\"][vc_single_image image=\"622026\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][vc_column width=\"1\/5\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_single_image image=\"585793\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][vc_column width=\"1\/5\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_single_image image=\"622028\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2 class=\"h3\" style=\"text-align: center;\">Am\u00e9liorez votre exp\u00e9rience client en\u00a02026<\/h2>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\" content_placement=\"top\"][vc_column width=\"1\/2\"][component_card cta_style=\"btn-chev\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Ffr-fr%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:En%20savoir%20plus\"]\r\n<h5><strong>1. <\/strong><strong><b>Experiences become the strategic differentiator. <\/b><\/strong><\/h5>\r\nWe\u2019re no longer in a service economy where organizations can largely focus on operational efficiency. In today\u2019s experience economy, customer expectations are higher than ever before. In fact, 30% of consumers say they\u2019ll abandon a brand after just one poor experience. Organizations need to do more than be empathetic. They must learn how to compete and succeed in an economy where experience drives trust, loyalty and growth.\r\n\r\nThis isn\u2019t about managing AI point solutions and channels; it\u2019s about designing and managing experiences just like you would a product. Successful organizations consider what kind of experience they\u2019d like to provide \u2014 effective, efficient and personalized from the customer\u2019s point of view \u2014 and then deploy the right technologies to provide that end-to-end experience. And they use an AI strategy that encompasses their data, company knowledge and systems.\r\n\r\n\u201cWhat we see happening is that as the industry matures and as AI matures, delivering an end-to-end experience on top of a hodge-podge of different technologies is just extremely difficult,\u201d said Peter Graf, Senior VP of Strategy at Genesys. \u201cAnd so we see leaders go and standardize across a couple of strategic platforms in their organization.\u201d\r\n<p class=\"mt-2\"><strong><img class=\"alignnone wp-image-622027\" src=\"https:\/\/www.genesys.com\/media\/Headshot-Peter-300x300.png\" alt=\"\" width=\"150\" height=\"150\" \/><\/strong><\/p>\r\n<strong>Peter Graf<\/strong>\r\n\r\nSenior VP of Strategy, Genesys[\/component_card][\/vc_column][vc_column width=\"1\/2\"][component_card cta_style=\"btn-chev\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Ffr-fr%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:En%20savoir%20plus\"]\r\n<h5><strong>2. <b>Humans and agentic AI, working together. <\/b><\/strong><\/h5>\r\nAgentic technologies are redefining what AI-powered systems can accomplish in CX: Understanding context, moving autonomously and acting toward goals. Agentic AI is truly different from previous technologies, with an ability to take action and drive towards business goals. It's also an opportunity for organizations to reassess their overall AI strategies and ensure they've got a clear view on how to measure the value and ROI of AI in CX\r\n\r\n\u201cI think we\u2019ve come to the point in this AI maturation process that there is not a one-size-fits-all model,\u201d said Alex Ball, Senior VP of Genesys Cloud. \u201cThere\u2019s not going to be one enterprise LLM or model that solves everything, so you need to have systems that work together and that interact with each other.\"\r\n\r\nBall added that organizations need to think about the building blocks of agentic AI in terms of interoperability. \u201cThe APIs of today will become the MCP servers and A2A protocols of tomorrow.\u201d\r\n\r\nRegardless of your industry, you should be asking: \u201cHow do I make this an orchestrated experience where things happen in a purposeful sequential manner?\u201d When it comes to human-AI collaboration, it\u2019s critical to consider the handoffs. Virtual agents can now handle routine tasks; humans must handle more difficult tasks and need to be empowered with effective copilots and support tools.\r\n<p class=\"mt-2\"><strong><img class=\"alignnone wp-image-622029\" src=\"https:\/\/www.genesys.com\/media\/Headshot-Alex-300x300.png\" alt=\"\" width=\"150\" height=\"150\" \/><\/strong><\/p>\r\n<strong>Alex Ball <\/strong>\r\n\r\nSenior VP of Genesys Cloud[\/component_card][\/vc_column][\/vc_row][vc_row equal_height=\"yes\" content_placement=\"middle\"][vc_column width=\"1\/2\"][component_card cta_style=\"btn-chev\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Ffr-fr%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:En%20savoir%20plus\"]\r\n<h5><strong>3. AI transparency should be a design principle.<\/strong><\/h5>\r\nConsumers rank trust in how AI uses their personal data as the most important factor in interacting with AI systems, according to a Genesys survey. CX leaders need to ensure systems are built and deployed with responsible AI practices.\r\n\r\n\u201cThe way to differentiate yourself from the pack is having AI that is explainable; having AI that your customers and clients can trust; and thinking through all of those variables that can make it <strong>be real<\/strong> [bias] or perceived as bias,\u201d said Ben Leonard, Customer Service Strategy Consultant at Deloitte.\r\n\r\nIt\u2019s also important for your frontline employees to trust the AI they use to interact with customers. So you should keep humans in the loop throughout the process of designing, building and deploying your AI tools.\r\n\r\n\u201cOne of the key things here is understanding how the tools came to that conclusion and how confident they are in that,\u201d said Leonard. \u201cI think customers really appreciate when they\u2019re interacting with an AI tool if they understand the logic behind why it\u2019s making a recommendation.\u201d\r\n\r\n<strong><img class=\"alignnone wp-image-622026\" src=\"https:\/\/www.genesys.com\/media\/Headshot-Ben-Leonard-300x300.png\" alt=\"\" width=\"150\" height=\"150\" \/><\/strong>\r\n\r\n<strong>Ben Leonard<\/strong>\r\n\r\nCustomer Service Strategy Consultant, Deloitte[\/component_card][\/vc_column][vc_column width=\"1\/2\"][component_card content_alignment=\"text-center\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:%2Ffr-fr%2Fresources%2Fcontact-center-buyers-guide|title:Demander%20le%20guide|\" media=\"603532\"]\r\n<p class=\"h3\" style=\"text-align: center;\">Guide d'achat pour les centres de contact<\/p>\r\n[\/component_card][\/vc_column][\/vc_row][vc_row equal_height=\"yes\" content_placement=\"top\"][vc_column width=\"1\/2\"][component_card cta_style=\"btn-chev\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Ffr-fr%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:En%20savoir%20plus\"]\r\n<h5><strong>4. Hybrid human\/AI workforces can deliver empathy at scale.<\/strong><\/h5>\r\nThe question isn\u2019t whether to adopt AI, it\u2019s how to create a hybrid workforce that improves agent capacity and satisfaction, while continually making AI-powered capabilities smarter.\r\n\r\n\u201cFrom a customer perspective, we\u2019re very intentional about making it clear what our virtual agents will be able to do during the lifecycle of the interaction \u2014 and this is consistent regardless of the channel,\u201d said Adam Mitchell, Head of Enterprise Business Solutions at Voya Financial, adding that Voya keeps a human in the loop throughout the customer journey.\r\n\r\nVoya also empowers its employees with an AI hub for learning, exploring and applying AI responsibly across the business. Frontline employees are helping Voya understand what\u2019s working well at the organization, along with potential friction points for customers and employees alike. In turn, Voya is using these friction points as use cases for AI and automation. AI now handles simple tasks like password resets while humans are handling more emotional interactions like beneficiary claims.\r\n\r\n<strong><img class=\"alignnone wp-image-622031\" src=\"https:\/\/www.genesys.com\/media\/Headshot-Adam-300x300.png\" alt=\"\" width=\"150\" height=\"150\" \/><\/strong>\r\n\r\n<strong>Adam Mitchell<\/strong>\r\n\r\nHead of Enterprise Business Solutions, Voya Financial[\/component_card][\/vc_column][vc_column width=\"1\/2\"][component_card cta_style=\"btn-chev\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Ffr-fr%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:En%20savoir%20plus\"]\r\n<h5><strong>5. Metrics are evolving beyond contact center measures. <\/strong><\/h5>\r\nTraditional contact center metrics were based on human time constraints. They were about time, not quality; about transactions, not an overall journey. And they looked backward, not forward.\r\n\r\n\u201cIn an AI world, we really have to look at quality,\u201d said Rebecca Wettemann, CEO and Principal Analyst at Valoir. \u201cWe have to look at the quality of the AI outputs, thinking about things like success rate and \u2014 if an AI agent isn\u2019t successful \u2014 effective escalation.\u201d\r\n\r\nToday, organizations need to evaluate the quality of the overall journey, not just the outcome of a siloed interaction. Capabilities like real-time sentiment analytics and journey tracking are enabling businesses to course correct live experiences, not just evaluate them afterward. But this requires a fundamental shift from reactive measurement to proactive intervention.\r\n\r\n\u201cThis is not just about improving customer service,\u201d said Wettemann. \u201cThis is about improving products. This is about having greater insights and understanding to be able to deliver new products to market based on what customers are really telling me.\u201d\r\n\r\n<strong><img class=\"alignnone wp-image-622028\" src=\"https:\/\/www.genesys.com\/media\/Headshot-Rebecca-300x300.png\" alt=\"\" width=\"150\" height=\"150\" \/><\/strong>\r\n\r\n<strong>Rebecca Wettemann<\/strong>\r\n\r\nCEO and Principal Analyst, Valoir[\/component_card][\/vc_column][\/vc_row][\/vc_section]","post_title":"Les grandes tendances\u00a0CX de 2026","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"top-cx-trends-in-2026","to_ping":"","pinged":"","post_modified":"2026-04-16 16:23:58","post_modified_gmt":"2026-04-16 23:23:58","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/top-cx-trends-in-2026","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":623417,"post_author":"890","post_date":"2026-05-04 12:31:14","post_date_gmt":"2026-05-04 19:31:14","post_content":"","post_title":"Le playbook CX pour l\u2019\u00e8re agentique","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"the-cx-playbook-for-the-agentic-era","to_ping":"","pinged":"","post_modified":"2026-05-20 10:38:26","post_modified_gmt":"2026-05-20 17:38:26","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=623417","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"meta_description":"L\u2019IA a red\u00e9fini les attentes des clients. 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