{"id":382038,"date":"2021-03-31T08:45:29","date_gmt":"2021-03-31T15:45:29","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/pour-mettre-fin-aux-experiences-client-insatisfaisantes-nous-avons-besoin-dun-parcours-connecte\/"},"modified":"2021-03-31T08:45:29","modified_gmt":"2021-03-31T15:45:29","slug":"pour-mettre-fin-aux-experiences-client-insatisfaisantes-nous-avons-besoin-dun-parcours-connecte","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/pour-mettre-fin-aux-experiences-client-insatisfaisantes-nous-avons-besoin-dun-parcours-connecte\/","title":{"rendered":"Pour mettre fin aux exp\u00e9riences client insatisfaisantes, nous ..."},"content":{"rendered":"<p><em>Voici un volet de la gamme <a href=\"https:\/\/blogs.cisco.com\/tag\/powering-people-first-series\">\u00ab\u00a0Powering People First\u00a0\u00bb<\/a> qui met l\u2019accent sur l\u2019am\u00e9lioration et la promotion du bien-\u00eatre personnel et qui rapproche les collaborateurs pour leur offrir de meilleures conditions de travail<\/em><\/p>\n<h2><span><br \/>\n  <strong>Chaque exp\u00e9rience entreprise est unique<\/strong><br \/>\n<\/span><\/h2>\n<p>Quand je rencontre quelqu\u2019un pour la premi\u00e8re fois et que je me pr\u00e9sente comme Directeur G\u00e9n\u00e9ral du Centre de Contact Client Cisco, la premi\u00e8re r\u00e9action de mon interlocuteur est de me faire part de sa propre exp\u00e9rience client insatisfaisante avec une entreprise.<\/p>\n<ul>\n<li>\u00ab\u00a0J\u2019ai d\u00fb r\u00e9p\u00e9ter la m\u00eame chose \u00e0 10 personnes diff\u00e9rentes\u00a0\u00bb<\/li>\n<li>\u00ab\u00a0On a mis mon appel en attente pendant 15 minutes, pour ensuite m\u2019apprendre que je ne m\u2019\u00e9tais pas adress\u00e9 \u00e0 la bonne personne\u00a0\u00bb<\/li>\n<li>\u00ab\u00a0Ils n\u2019avaient aucun historique pour mieux comprendre ma requ\u00eate, alors que cela fait cinq ans que je suis un client r\u00e9gulier de l\u2019entreprise\u00a0\u00bb<\/li>\n<\/ul>\n<p>Chaque personne a une exp\u00e9rience client insatisfaisante, qu\u2019elle a probablement partag\u00e9e avec son entourage.<\/p>\n<p>Si certaines entreprises de r\u00e9f\u00e9rence ont fix\u00e9 la norme d\u2019une exp\u00e9rience client positive, ce n\u2019est pas le cas de toutes les entreprises. Il existe en effet des experts et des novices de l\u2019exp\u00e9rience client dans le domaine des services financiers, du commerce de d\u00e9tail, des services publics, de l\u2019industrie touristique et des organisations gouvernementales.<\/p>\n<h2><span><br \/>\n  <strong>Un Mod\u00e8le Centr\u00e9 sur le Client gr\u00e2ce \u00e0 des Exp\u00e9riences Client Positives<\/strong><br \/>\n<\/span><\/h2>\n<p>Les entreprises ont conscience de l\u2019importance d\u2019une exp\u00e9rience client satisfaisante. Quels sont donc les obstacles rencontr\u00e9s\u00a0?<\/p>\n<p>Dans un premier temps, il est essentiel de rappeler que la perception qu\u2019un client a de son exp\u00e9rience avec une entreprise est rarement li\u00e9e \u00e0 un seul service (comme le centre de contact) ou \u00e0 un seul canal de communication.<\/p>\n<p>Pour offrir un parcours client connect\u00e9, les entreprises devraient avoir une vision globale de l\u2019historique des interactions avec le client, que ce soit sur l\u2019application mobile, les messages re\u00e7us sur les r\u00e9seaux sociaux, la r\u00e9ponse \u00e0 un email marketing ou les appels \u00e9mis au centre de contact.<\/p>\n<p>Les entreprises souhaiteraient offrir la meilleure exp\u00e9rience \u00e0 leurs clients, mais les limites des technologies obsol\u00e8tes ont entrav\u00e9 leur progression.<\/p>\n<h2><span><br \/>\n  <strong>La nouvelle g\u00e9n\u00e9ration de technologies centr\u00e9e sur le client r\u00e9volutionne l\u2019entreprise et l\u2019oriente vers une dynamique client<\/strong><br \/>\n<\/span><\/h2>\n<p>Repenser la dynamique de l\u2019interaction entre le client et l\u2019entreprise a \u00e9t\u00e9 la raison de <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">l\u2019acquisition d\u2019IMImobile par Cisco<\/a>. En combinant IMImobile avec <a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-future-of-customer-experience-begins-now\">le tout nouveau Centre de Contact Webex<\/a>, Cisco est en passe de construire une exp\u00e9rience client solide en tant qu\u2019offre de service (CXaaS). Il rassemble, pour ce faire, des technologies existantes et nouvelles, telles que l\u2019intelligence artificielle, la gestion de l\u2019exp\u00e9rience, les outils de collaboration, les capacit\u00e9s omnicanales et la possibilit\u00e9 de personnaliser l\u2019exp\u00e9rience client.<\/p>\n<p>[ovp]6243165807001[\/ovp]<\/p>\n<p><em><br \/>\n  <a href=\"https:\/\/www.youtube.com\/embed\/n-Ht1tUwjBA?feature=oembed\">D\u00e9couvrez comment<\/a> le Centre de Contact Cisco Webex et la technologie IMImobile se compl\u00e8tent pour offrir un parcours client connect\u00e9 \u00e0 travers toutes les interactions du client au sein de l\u2019entreprise.<\/em><\/p>\n<p>L\u2019objectif de CXaaS est de permettre \u00e0 une organisation de comprendre et de traiter tous les aspects d\u2019une exp\u00e9rience client, au-del\u00e0 du centre de contact. En plus d\u2019avoir une bonne compr\u00e9hension de ce parcours, les capacit\u00e9s d\u2019interaction avec le client via IMImobile permettront d\u00e9sormais \u00e0 l\u2019entreprise d\u2019utiliser ces informations tout au long du parcours et \u00e0 travers tous les d\u00e9partements de l\u2019entreprise.<\/p>\n<h2><span><br \/>\n  <strong>L\u2019Art du Possible\u00a0: Comment Satisfaire les Clients en leur Offrant des Parcours Connect\u00e9s<\/strong><br \/>\n<\/span><\/h2>\n<p>Prenons un exemple concret de la fa\u00e7on dont la satisfaction du client est impact\u00e9e lorsque l\u2019entreprise met en place une plateforme d\u2019exp\u00e9rience client unique et int\u00e9gr\u00e9e, afin de cr\u00e9er un parcours connect\u00e9.<\/p>\n<p>Imaginez que vous avez pass\u00e9 plusieurs heures \u00e0 personnaliser le nouvel ordinateur qui vous a toujours fait r\u00eaver et qu\u2019au moment du paiement, votre carte de cr\u00e9dit est refus\u00e9e. Vous commencez \u00e0 vous inqui\u00e9ter et pensez \u00e0 contacter votre banque&#8230; Sauf que cette fois-ci c\u2019est diff\u00e9rent. Avant m\u00eame que vous ne puissiez joindre le centre de contact de votre banque, vous recevez une notification sur votre t\u00e9l\u00e9phone. Cette derni\u00e8re vous rappelle que votre plafond de cr\u00e9dit a \u00e9t\u00e9 atteint \u00e0 cause d\u2019une r\u00e9cente transaction \u00e0 grande valeur et vous offre la possibilit\u00e9 de l\u2019augmenter pour finaliser votre achat.<\/p>\n<p>Soulag\u00e9, vous confirmez la proposition et votre plafond est alors revu de fa\u00e7on instantan\u00e9e et automatique.<\/p>\n<p>Simple, rapide et efficace, gr\u00e2ce \u00e0 l\u2019investissement de votre banque dans un ensemble de technologies d\u2019exp\u00e9rience client qui lui apporte les outils n\u00e9cessaires pour rendre cette r\u00e9activit\u00e9 possible.<\/p>\n<p>[ovp]6243559561001[\/ovp]<\/p>\n<p><em><br \/>\n  <a href=\"https:\/\/video.cisco.com\/video\/6243559561001\">D\u00e9couvrez comment<\/a> l\u2019Exp\u00e9rience Client, en tant que Technologie de Service, permet de cr\u00e9er des exp\u00e9riences pro actives et sensibles aux diff\u00e9rents contextes.<\/em><\/p>\n<h2><span><br \/>\n  <strong>Des possibilit\u00e9s infinies gr\u00e2ce \u00e0 l\u2019Exp\u00e9rience Client en tant que Technologie de Service<\/strong><br \/>\n<\/span><\/h2>\n<p>Ceci repr\u00e9sente un exemple parmi d\u2019autres du potentiel qu\u2019offre cette technologie, les possibilit\u00e9s sont quasiment infinies pour toute entreprise ax\u00e9e sur le consommateur. Pour n\u2019en citer que quelques unes\u00a0:<\/p>\n<ul>\n<li>Permettre <strong>aux <span>commer\u00e7ants<\/span> <\/strong>de communiquer avec le client \u00e0 chaque \u00e9tape, de l\u2019intention d\u2019achat \u00e0 la livraison du produit, tout en personnalisant l\u2019exp\u00e9rience gr\u00e2ce \u00e0 la collecte de donn\u00e9es, l\u2019intelligence artificielle et des canaux de communication engageants.<\/li>\n<li>Informer \u00e0 l\u2019avance les clients du secteur des <span> <strong>services publics<\/strong> <\/span>qui participent \u00e0 des programmes de recyclage de l\u2019\u00e9nergie pour pr\u00e9venir les pannes d\u2019\u00e9lectricit\u00e9. Une fonctionnalit\u00e9 permet en effet au client d\u2019accepter ou refuser sa participation \u00e0 n\u2019importe quelle phase du programme. Elle est accompagn\u00e9e d\u2019une notification sur le t\u00e9l\u00e9phone du client, lui indiquant les \u00e9pargnes re\u00e7ues et l\u2019impact de sa participation.<\/li>\n<li>Et enfin, nous sommes tous d\u2019accord pour reconna\u00eetre le plaisir que nous avons de <b>voyager<\/b>. Sans pour autant nous r\u00e9jouir \u00e0 l\u2019id\u00e9e de faire face \u00e0 l\u2019in\u00e9vitable vol retard\u00e9. La plupart du temps, ce genre d\u2019impr\u00e9vu engendre toute une s\u00e9rie de d\u00e9sagr\u00e9ments. Mais gr\u00e2ce \u00e0 l\u2019exp\u00e9rience client comme technologie de service, qui relie les syst\u00e8mes d\u2019entreprise aux canaux d\u2019interaction avec le client, l\u2019incident peut passer inaper\u00e7u. L\u2019intelligence, qui repose sur les donn\u00e9es clients, peut aider les entreprises \u00e0 avoir une longueur d\u2019avance, en offrant aux clients des fonctionnalit\u00e9s de notification pro active et de replanification de vol. Pour boucler ce flux d\u2019\u00e9v\u00e9nements g\u00e9n\u00e9r\u00e9 automatiquement, un SMS marketing est envoy\u00e9 au client avec un bon offert pour aller se d\u00e9tendre dans un salon en attendant son prochain vol.<\/li>\n<\/ul>\n<p>Offrir l\u2019exp\u00e9rience client de demain. Voici une exp\u00e9rience ax\u00e9e sur la technologie et adopt\u00e9e par des organisations qui se d\u00e9velopperont comme expertes de l\u2019exp\u00e9rience client dans les d\u00e9cennies \u00e0 venir.<\/p>\n<blockquote>\n<h3><strong><br \/>\n  <a href=\"https:\/\/www.webex.com\/contact-sales.html\">Contactez-nous<\/a> pour en savoir plus sur la fa\u00e7on dont le Centre de contact Webex, et les technologies innovantes qui l\u2019entourent, peuvent r\u00e9volutionner votre engagement client.<\/strong><\/h3>\n<\/blockquote>\n<p><strong>En savoir plus<\/strong><\/p>\n<ul>\n<li><u><br \/>\n  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">Cisco + IMImobile: Ensemble, construisons l\u2019Avenir de l\u2019Exp\u00e9rience Client<\/a><br \/>\n<\/u> [Blog]<\/li>\n<li><u><br \/>\n  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-future-of-customer-experience-begins-now\">L\u2019Exp\u00e9rience Client de Demain Commence Maintenant<\/a><br \/>\n<\/u> [Blog]<\/li>\n<li><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\"><br \/>\n  <u>Centre de Contact Webex<\/u><br \/>\n<\/a> [Site Web]<\/li>\n<li><u><br \/>\n  <a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6762775983474003968\/\">Centre de Contact Webex<\/a><br \/>\n<\/u> [Version enregistr\u00e9e du Webinaire]<\/li>\n<li><a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/accelerating-cc-research-newsletter.pdf?ccid=cc001193&#038;oid=anrco023978\"><br \/>\n  <u>Acc\u00e9l\u00e9rer la nouvelle g\u00e9n\u00e9ration des centres de contact\u00a0: les responsables des centres de contact Cisco se penchent sur l\u2019avenir de la technologie des centres de contact<\/u><br \/>\n<\/a> [Livre blanc]<\/li>\n<li><u><br \/>\n  <a href=\"https:\/\/www.linkedin.com\/events\/nextgenerationplatformarchitect6780498677904629760\/\">L\u2019architecture nouvelle g\u00e9n\u00e9ration de la plateforme qui alimente le centre de contact Webex<\/a><br \/>\n<\/u> [Webinaire]<\/li>\n<li><a href=\"https:\/\/blogs.cisco.com\/author\/omartawakol\">Lien vers tous les blogs d\u2019Omar<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019avenir de l\u2019exp\u00e9rience client est un parcours client connect\u00e9 dont la performance repose sur la technologie et la visibilit\u00e9 des interactions avec le client au sein de l\u2019organisation.<\/p>\n","protected":false},"author":5480,"featured_media":382039,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5253,1563],"tags":[5256,7362],"class_list":["post-382038","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-collaboration-fr","category-experience-client","tag-centre-dappel","tag-webex-connect-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Pour mettre fin aux exp\u00e9riences client insatisfaisantes, nous avons besoin d\u2019un parcours connect\u00e9 | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.webex.com\/customer-experience\/the-end-of-frustrating-customer-experiences-why-a-connected-journey-matters\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Pour mettre fin aux exp\u00e9riences client insatisfaisantes, nous avons besoin d\u2019un parcours connect\u00e9 | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"L\u2019avenir de l\u2019exp\u00e9rience client est un parcours client connect\u00e9 dont la performance repose sur la technologie et la visibilit\u00e9 des interactions avec le client au sein de l\u2019organisation.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/customer-experience\/the-end-of-frustrating-customer-experiences-why-a-connected-journey-matters\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta property=\"article:published_time\" content=\"2021-03-31T15:45:29+00:00\" \/>\n<meta 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mettre fin aux exp\u00e9riences client insatisfaisantes, nous ...\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#website\",\"url\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/\",\"name\":\"Webex Blog\",\"description\":\"Webex by Cisco powers collaboration through industry-leading video conferencing, cloud calling and contact center solutions\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/68c83c0017430ff9b74b899e8245aa00\",\"name\":\"Omar 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