{"id":391573,"date":"2022-03-16T08:00:38","date_gmt":"2022-03-16T15:00:38","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/resoudre-le-trilemme-de-lexperience-client\/"},"modified":"2022-03-16T08:00:38","modified_gmt":"2022-03-16T15:00:38","slug":"resoudre-le-trilemme-de-lexperience-client","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/","title":{"rendered":"R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client"},"content":{"rendered":"<p><em>D\u00e9couvrez comment la capacit\u00e9 de r\u00e9solution, les relations et l\u2019ad\u00e9quation des communications peuvent favoriser la fid\u00e9lisation des clients et booster vos r\u00e9sultats.<\/em><\/p>\n<p>Nous avons r\u00e9cemment parl\u00e9 avec plus de 2\u00a0000 clients afin de mieux comprendre ce qui rend une exp\u00e9rience client avec une marque v\u00e9ritablement exceptionnelle.<\/p>\n<p>La principale conclusion\u00a0? Si vous souhaitez fid\u00e9liser vos clients et am\u00e9liorer vos r\u00e9sultats, chaque interaction client doit inclure les trois composantes suivantes\u00a0:<\/p>\n<ol>\n<li>R\u00e9solution\u00a0: \u00eates-vous capable de r\u00e9soudre les probl\u00e8mes des clients et de leur fournir les informations dont ils ont besoin de mani\u00e8re rapide et pratique\u00a0?<\/li>\n<li>Relation\u00a0: vos clients ont-ils le sentiment de pouvoir interagir avec votre entreprise de mani\u00e8re pertinente\u00a0?<\/li>\n<li>Ad\u00e9quation\u00a0: pouvez-vous offrir la bonne exp\u00e9rience au bon client et au bon moment\u00a0?<\/li>\n<\/ol>\n<p>Ces trois \u00e9l\u00e9ments composent ce que nous appelons le <strong>trilemme de l\u2019exp\u00e9rience client<\/strong>. Mais comment r\u00e9soudre ce trilemme et offrir des exp\u00e9riences exceptionnelles lors de chaque interaction et via tous les canaux de communication\u00a0? Pour r\u00e9pondre \u00e0 cette question, <a href=\"https:\/\/live.imimobile.com\/l\/13622\/2022-03-02\/jgs5nf\" target=\"_blank\" rel=\"noopener\">nous avons \u00e9labor\u00e9 un rapport complet <\/a> qui d\u00e9taille nos recherches et fournit des conseils pour aider les marques \u00e0 r\u00e9pondre plus efficacement aux attentes croissantes des clients.<\/p>\n<h2><strong>L\u2019exp\u00e9rience client exige l\u2019attention de l\u2019\u00e9quipe dirigeante<\/strong><\/h2>\n<p>La capacit\u00e9 \u00e0 offrir des exp\u00e9riences client exceptionnelles n\u2019est pas simplement souhaitable\u00a0; elle est cruciale pour les entreprises qui souhaitent prosp\u00e9rer\u00a0:<\/p>\n<ul>\n<li>75\u00a0% des consommateurs interrog\u00e9s consid\u00e8rent qu\u2019un bon service client peut inciter \u00e0 devenir un client r\u00e9gulier\u00a0; ce facteur se place donc au m\u00eame niveau que le prix (76\u00a0%) et est jug\u00e9 nettement plus important que le produit\/service (57\u00a0%).<\/li>\n<li>61\u00a0% indiquent qu\u2019ils sont pr\u00eats \u00e0 payer des produits et services plus cher s\u2019ils b\u00e9n\u00e9ficient d\u2019un meilleur service au client.<\/li>\n<li>55\u00a0% d\u00e9clarent qu\u2019ils pourraient changer de marque pour se tourner vers une entreprise offrant une qualit\u00e9 de service sup\u00e9rieure.<\/li>\n<\/ul>\n<p>Il est \u00e9vident qu\u2019une exp\u00e9rience client d\u2019exception ne contribue pas seulement \u00e0 favoriser la fid\u00e9lit\u00e9 \u00e0 la marque, mais accro\u00eet \u00e9galement le chiffre d\u2019affaires et les b\u00e9n\u00e9fices.<\/p>\n<p>C\u2019est pourquoi l\u2019exp\u00e9rience client ne peut pas continuer d\u2019\u00eatre exclusivement l\u2019affaire des \u00e9quipes marketing, du service client et du service des op\u00e9rations. Il est temps d\u2019amener l\u2019exp\u00e9rience client \u00e0 la table de l\u2019\u00e9quipe dirigeante et de faire en sorte que toutes les composantes de l\u2019entreprise avancent dans la m\u00eame direction concernant la r\u00e9solution du trilemme de l\u2019exp\u00e9rience client.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-390070 size-full\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/trilemma.png\" alt=\"Triangle illustrant les \u00e9l\u00e9ments de l\u2019exp\u00e9rience client\u00a0: Ad\u00e9quation, Relation et R\u00e9solution\" width=\"931\" height=\"644\" \/><\/p>\n<h1><strong>1. R\u00e9solution<\/strong><\/h1>\n<p>La capacit\u00e9 de r\u00e9solution constitue le premier facteur du trilemme de l\u2019exp\u00e9rience client. Elle consiste \u00e0 r\u00e9soudre rapidement les probl\u00e8mes des clients, \u00e0 r\u00e9pondre \u00e0 leurs demandes et \u00e0 les informer de mani\u00e8re proactive au sujet des services et des produits.<\/p>\n<p>Notre \u00e9tude a mis en lumi\u00e8re quatre domaines que les consommateurs jugent extr\u00eamement ou tr\u00e8s importants lorsqu\u2019ils souhaitent que des probl\u00e8mes soient r\u00e9solus\u00a0: la simplicit\u00e9, la coh\u00e9rence, la rapidit\u00e9 et l\u2019aspect pratique.<\/p>\n<p>Il est crucial de traiter ces \u00e9l\u00e9ments de fa\u00e7on appropri\u00e9e pour associer la marque \u00e0 des exp\u00e9riences remarquables et nouer des relations durables avec les clients. Les r\u00e9ponses \u00e0 notre enqu\u00eate d\u00e9montrent l\u2019importance d\u2019une r\u00e9solution rapide, coh\u00e9rente et pratique de leurs probl\u00e8mes\u00a0:<\/p>\n<ul>\n<li>75\u00a0% des consommateurs indiquent qu\u2019ils reviendront assur\u00e9ment vers une entreprise si celle-ci parvient \u00e0 r\u00e9soudre rapidement leurs probl\u00e8mes.<\/li>\n<li>66\u00a0% en disent de m\u00eame au sujet des entreprises qui r\u00e9pondent rapidement \u00e0 leurs questions.<\/li>\n<li>63\u00a0% d\u00e9clarent qu\u2019ils feront de nouveau appel aux entreprises avec lesquelles les interactions sont simples.<\/li>\n<\/ul>\n<h2>2. Relation<\/h2>\n<p>Dans la course \u00e0 la digitalisation des interactions client et \u00e0 la r\u00e9duction des temps de r\u00e9ponse, il est important de faire preuve d\u2019empathie et de compr\u00e9hension.<\/p>\n<p>En fait, un grand nombre des personnes interrog\u00e9es ont signal\u00e9 que les probl\u00e8mes en mati\u00e8re de relations humaines, tels que le manque d\u2019empathie, d\u2019honn\u00eatet\u00e9 ou de compr\u00e9hension de la situation, pouvaient cr\u00e9er des tensions et nuire \u00e0 la satisfaction du client. Au final, ces incidents compromettent les relations entre les consommateurs et les marques, et m\u00eame vos r\u00e9sultats \u00e9conomiques.<\/p>\n<p>Par exemple, 64\u00a0% des consommateurs indiquent qu\u2019ils arr\u00eateraient d\u2019acheter des produits ou services d\u2019une marque apr\u00e8s une mauvaise exp\u00e9rience client, et 59\u00a0% d\u00e9clarent qu\u2019ils en parleraient \u00e0 leurs proches, ce bouche \u00e0 oreille ayant un effet n\u00e9faste en termes de r\u00e9putation.<\/p>\n<p>Pour \u00e9viter les exp\u00e9riences n\u00e9gatives, vous devez d\u00e9velopper des relations d\u2019empathie avec vos clients en comprenant leur situation. Mais comment faire preuve d\u2019empathie dans le cadre d\u2019interactions num\u00e9riques qui, bien souvent, n\u2019impliquent aucun contact direct entre le client et la marque\u00a0?<\/p>\n<p>La cl\u00e9 consiste \u00e0 recourir au moyen de communication ad\u00e9quat, au bon moment, ainsi qu\u2019\u00e0 donner \u00e0 vos \u00e9quipes les moyens d\u2019orienter les clients vers le canal le plus appropri\u00e9, de mani\u00e8re parfaitement fluide. Le chat en direct constitue par exemple un excellent outil pour r\u00e9pondre rapidement \u00e0 des demandes simples, mais il peut \u00eatre source de frustration pour les clients qui ont besoin de r\u00e9soudre des probl\u00e8mes plus complexes et charg\u00e9s en \u00e9motions.<\/p>\n<h2><strong>3. Ad\u00e9quation<\/strong><\/h2>\n<p>Le dernier \u00e9l\u00e9ment du trilemme de l\u2019exp\u00e9rience client est l\u2019ad\u00e9quation\u00a0: offrir une exp\u00e9rience appropri\u00e9e, au bon client et de fa\u00e7on pertinente.<\/p>\n<p>Notre \u00e9tude montre \u00e0 quel point des interactions ad\u00e9quates et personnalis\u00e9es sont cruciales pour une exp\u00e9rience client r\u00e9ussie\u00a0:<\/p>\n<ul>\n<li>67\u00a0% des consommateurs interrog\u00e9s estiment que des communications pertinentes (qui tiennent comptent de leurs interactions pr\u00e9c\u00e9dentes et de leurs pr\u00e9f\u00e9rences) sont extr\u00eamement ou assez importantes.<\/li>\n<li>60\u00a0% ont la m\u00eame opinion concernant des communications personnalis\u00e9es et adapt\u00e9es \u00e0 leurs attentes.<\/li>\n<\/ul>\n<p>Alors que de nombreux clients affirment haut et fort qu\u2019ils souhaitent des communications personnalis\u00e9es, tr\u00e8s peu sont en revanche pr\u00eats \u00e0 partager leur donn\u00e9es pour b\u00e9n\u00e9ficier d\u2019une personnalisation plus pouss\u00e9e. Cette r\u00e9ticence trouve souvent son origine dans une mauvaise connaissance de ce que les entreprises peuvent et ne peuvent pas faire avec leurs donn\u00e9es, comme l\u2019illustrent les 52\u00a0% de personnes interrog\u00e9es qui reconnaissent qu\u2019elles acceptent g\u00e9n\u00e9ralement de partager leurs donn\u00e9es, mais ne lisent pas les conditions d\u2019utilisation associ\u00e9es.<\/p>\n<p>En r\u00e9ponse, les entreprises doivent \u00e9duquer les consommateurs au sujet de la protection des donn\u00e9es et de la mani\u00e8re d\u2019en assurer la s\u00e9curit\u00e9. Les marques peuvent par exemple recourir \u00e0 des canaux de communication utilisant des \u00e9l\u00e9ments de branding, des processus d\u2019authentification et des dispositifs de v\u00e9rification pour d\u00e9velopper la confiance au sujet de la confidentialit\u00e9 et de la s\u00e9curit\u00e9 des donn\u00e9es.<\/p>\n<h2><strong>Pr\u00eat \u00e0 r\u00e9soudre le trilemme de l\u2019exp\u00e9rience client pour votre organisation\u00a0?<\/strong><\/h2>\n<p>Consultez notre <a href=\"https:\/\/live.imimobile.com\/l\/13622\/2022-03-02\/jgs5nf\" target=\"_blank\" rel=\"noopener\">rapport complet<\/a> pour d\u00e9couvrir comment transformer vos parcours client et ma\u00eetriser les trois piliers d\u2019une exp\u00e9rience client r\u00e9ussie. D\u00e9couvrez \u00e9galement plus en d\u00e9tail notre portefeuille de <a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\" target=\"_blank\" rel=\"noopener\">solutions d\u2019exp\u00e9rience client<\/a>.<\/p>\n<p><strong>Ressources compl\u00e9mentaires\u00a0:<\/strong><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/fr\/experience-client\/chaque-interaction-compte-avec-le-cpaas-dentreprise\/\">Chaque interaction compte avec le CPaaS d\u2019entreprise\u00a0<\/a><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/fr\/customer-stories\/offrir-une-meilleure-experience-client-et-rendre-service-a-la-planete\/\">Offrir une meilleure exp\u00e9rience client ET rendre service \u00e0 la plan\u00e8te\u00a0<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>D\u00e9couvrez comment la capacit\u00e9 de r\u00e9solution, les relations et l\u2019ad\u00e9quation des communications peuvent favoriser la fid\u00e9lisation des clients et booster [&hellip;]<\/p>\n","protected":false},"author":5549,"featured_media":408858,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1563],"tags":[15099],"class_list":["post-391573","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experience-client","tag-customer-journey"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client | 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\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"D\u00e9couvrez comment la capacit\u00e9 de r\u00e9solution, les relations et l\u2019ad\u00e9quation des communications peuvent favoriser la fid\u00e9lisation des clients et booster [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta property=\"article:published_time\" content=\"2022-03-16T15:00:38+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/customer-experience-road-map-feature.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"980\" \/>\n\t<meta property=\"og:image:height\" content=\"520\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Jay Patel\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jay Patel\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/\"},\"author\":{\"name\":\"Jay Patel\",\"@id\":\"https:\/\/blog.webex.com\/es\/#\/schema\/person\/df16a5761709e745dc8d89c7b21e3e4a\"},\"headline\":\"R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client\",\"datePublished\":\"2022-03-16T15:00:38+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/\"},\"wordCount\":1245,\"image\":{\"@id\":\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/customer-experience-road-map-feature.jpg\",\"keywords\":[\"Customer Journey\"],\"articleSection\":[\"Exp\u00e9rience client\u00a0\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/\",\"url\":\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/\",\"name\":\"R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client | Webex Blog\",\"isPartOf\":{\"@id\":\"https:\/\/blog.webex.com\/es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/customer-experience-road-map-feature.jpg\",\"datePublished\":\"2022-03-16T15:00:38+00:00\",\"author\":{\"@id\":\"https:\/\/blog.webex.com\/es\/#\/schema\/person\/df16a5761709e745dc8d89c7b21e3e4a\"},\"breadcrumb\":{\"@id\":\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#primaryimage\",\"url\":\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/customer-experience-road-map-feature.jpg\",\"contentUrl\":\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/customer-experience-road-map-feature.jpg\",\"width\":980,\"height\":520,\"caption\":\"#image_title\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/blog.webex.com\/fr\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client\"}]},{\"@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\/df16a5761709e745dc8d89c7b21e3e4a\",\"name\":\"Jay Patel\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/blog.webex.com\/es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/e1039716c008fc0698b73126f099feb9a55da7d8475635083e26c3072e7be2d3?s=96&d=wp_user_avatar&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/e1039716c008fc0698b73126f099feb9a55da7d8475635083e26c3072e7be2d3?s=96&d=wp_user_avatar&r=g\",\"caption\":\"Jay Patel\"},\"description\":\"Jay is the SVP and GM Webex Customer Experience Solutions and joined Cisco when imimobile was acquired in 2021. He helped start IMImobile PLC and as CEO led it to a successful IPO in 2014 and then to its acquisition by Cisco. Today he is working on combining the IMI cloud communication platforms with relevant technologies from Webex to create solutions that help clients build end-to-end customer journeys and deliver the world's best customer experiences. Jay enjoys working with entrepreneurs and fast growth technology businesses and has served as both an executive and non-executive director on the Boards of private and public companies and has led several investment and exits. Prior to IMImobile Jay co-founded Spark Ventures plc (an early stage venture capital firm) and held corporate finance roles at UBS Warburg and BSkyB. He qualified as a Chartered Accountant with KPMG and has an MBA from INSEAD and an Economics degree from LSE. Jay is passionate about technology, economics and social justice.\",\"sameAs\":[\"https:\/\/uk.linkedin.com\/in\/jay-patel-821a1\",\"https:\/\/x.com\/https:\/\/twitter.com\/jayeshrpatel\"],\"url\":\"https:\/\/blog.webex.com\/fr\/contributors\/j_patel\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client | Webex Blog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/","og_locale":"fr_FR","og_type":"article","og_title":"R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client | Webex Blog","og_description":"D\u00e9couvrez comment la capacit\u00e9 de r\u00e9solution, les relations et l\u2019ad\u00e9quation des communications peuvent favoriser la fid\u00e9lisation des clients et booster [&hellip;]","og_url":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/","og_site_name":"Webex Blog","article_published_time":"2022-03-16T15:00:38+00:00","og_image":[{"width":980,"height":520,"url":"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/customer-experience-road-map-feature.jpg","type":"image\/jpeg"}],"author":"Jay Patel","twitter_misc":{"\u00c9crit par":"Jay Patel","Dur\u00e9e de lecture estim\u00e9e":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#article","isPartOf":{"@id":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/"},"author":{"name":"Jay Patel","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/df16a5761709e745dc8d89c7b21e3e4a"},"headline":"R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client","datePublished":"2022-03-16T15:00:38+00:00","mainEntityOfPage":{"@id":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/"},"wordCount":1245,"image":{"@id":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#primaryimage"},"thumbnailUrl":"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/customer-experience-road-map-feature.jpg","keywords":["Customer Journey"],"articleSection":["Exp\u00e9rience client\u00a0"],"inLanguage":"fr-FR"},{"@type":"WebPage","@id":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/","url":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/","name":"R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client | Webex Blog","isPartOf":{"@id":"https:\/\/blog.webex.com\/es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#primaryimage"},"image":{"@id":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#primaryimage"},"thumbnailUrl":"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/customer-experience-road-map-feature.jpg","datePublished":"2022-03-16T15:00:38+00:00","author":{"@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/df16a5761709e745dc8d89c7b21e3e4a"},"breadcrumb":{"@id":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#primaryimage","url":"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/customer-experience-road-map-feature.jpg","contentUrl":"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/customer-experience-road-map-feature.jpg","width":980,"height":520,"caption":"#image_title"},{"@type":"BreadcrumbList","@id":"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/blog.webex.com\/fr\/"},{"@type":"ListItem","position":2,"name":"R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client"}]},{"@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\/df16a5761709e745dc8d89c7b21e3e4a","name":"Jay Patel","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/e1039716c008fc0698b73126f099feb9a55da7d8475635083e26c3072e7be2d3?s=96&d=wp_user_avatar&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/e1039716c008fc0698b73126f099feb9a55da7d8475635083e26c3072e7be2d3?s=96&d=wp_user_avatar&r=g","caption":"Jay Patel"},"description":"Jay is the SVP and GM Webex Customer Experience Solutions and joined Cisco when imimobile was acquired in 2021. He helped start IMImobile PLC and as CEO led it to a successful IPO in 2014 and then to its acquisition by Cisco. Today he is working on combining the IMI cloud communication platforms with relevant technologies from Webex to create solutions that help clients build end-to-end customer journeys and deliver the world's best customer experiences. Jay enjoys working with entrepreneurs and fast growth technology businesses and has served as both an executive and non-executive director on the Boards of private and public companies and has led several investment and exits. Prior to IMImobile Jay co-founded Spark Ventures plc (an early stage venture capital firm) and held corporate finance roles at UBS Warburg and BSkyB. He qualified as a Chartered Accountant with KPMG and has an MBA from INSEAD and an Economics degree from LSE. Jay is passionate about technology, economics and social justice.","sameAs":["https:\/\/uk.linkedin.com\/in\/jay-patel-821a1","https:\/\/x.com\/https:\/\/twitter.com\/jayeshrpatel"],"url":"https:\/\/blog.webex.com\/fr\/contributors\/j_patel\/"}]}},"_links":{"self":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts\/391573","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/users\/5549"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/comments?post=391573"}],"version-history":[{"count":0,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts\/391573\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/media\/408858"}],"wp:attachment":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/media?parent=391573"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/categories?post=391573"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/tags?post=391573"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}