{"id":11463,"date":"2016-06-23T08:30:12","date_gmt":"2016-06-23T08:30:12","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/flash-info-la-prochaine-generation-veut-une-communication-numerique"},"modified":"2025-02-20T21:59:37","modified_gmt":"2025-02-20T21:59:37","slug":"flash-info-la-prochaine-generation-veut-une-communication-numerique","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/flash-info-la-prochaine-generation-veut-une-communication-numerique\/","title":{"rendered":"Flash info : La prochaine g\u00e9n\u00e9ration veut une communication num\u00e9rique"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_dc553ae2d5f2af4af6cd8b53f1f77332\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Transformation num\u00e9rique <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Flash info : La prochaine g\u00e9n\u00e9ration veut une communication num\u00e9rique<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_dc553ae2d5f2af4af6cd8b53f1f77332\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fflash-info-la-prochaine-generation-veut-une-communication-numerique%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fflash-info-la-prochaine-generation-veut-une-communication-numerique%2F&#038;text=Flash info : La prochaine g\u00e9n\u00e9ration veut une communication num\u00e9rique\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fflash-info-la-prochaine-generation-veut-une-communication-numerique%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Notre monde est num\u00e9rique, c&rsquo;est incontournable.<\/p>\n<p>Nous tr\u00e9buchons partout : les gens utilisent leurs ordinateurs portables, leurs t\u00e9l\u00e9phones et leurs tablettes pour faire des recherches sur le web, surfer sur les r\u00e9seaux sociaux et t\u00e9l\u00e9charger des applications, tout en marchant dans la rue. Cette g\u00e9n\u00e9ration num\u00e9rique porte \u00e9galement un jugement fort sur la qualit\u00e9 du service qu&rsquo;elle re\u00e7oit des marques sur ces canaux. Par cons\u00e9quent, toute organisation dont les r\u00e9sultats sont directement influenc\u00e9s par l&rsquo;exp\u00e9rience client doit \u00e9galement passer au num\u00e9rique.<\/p>\n<p>Il n&rsquo;est pas surprenant que la g\u00e9n\u00e9ration du mill\u00e9naire soit l&rsquo;un des principaux moteurs du mouvement num\u00e9rique. Selon le <a href=\"https:\/\/dimensiondatacx.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">rapport 2016 de<\/a> Dimension Data <a href=\"https:\/\/dimensiondatacx.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">sur l&rsquo;\u00e9valuation comparative des centres de contact dans le monde<\/a>, le t\u00e9l\u00e9phone perd rapidement de sa popularit\u00e9 aupr\u00e8s des jeunes clients qui cherchent \u00e0 communiquer avec une entreprise. En fait, seuls 11 % des 25 ans et moins pr\u00e9f\u00e8rent prendre leur t\u00e9l\u00e9phone en premier. Ils utilisent plut\u00f4t les m\u00e9dias sociaux (38,9 %), les applications mobiles (27,2 %) et le courrier \u00e9lectronique (12,1 %) comme premi\u00e8re ligne de communication. Si l&rsquo;on compare ce chiffre \u00e0 celui de leurs homologues de 55 ans et plus, qui pr\u00e9f\u00e8rent utiliser le t\u00e9l\u00e9phone dans 87 % des cas, la diff\u00e9rence entre les g\u00e9n\u00e9rations est \u00e9vidente.<\/p>\n<p><strong>Qu&rsquo;en est-il donc de notre secteur lorsque pr\u00e8s de 40 % des centres de contact signalent que leurs syst\u00e8mes num\u00e9riques ne r\u00e9pondent pas aux besoins actuels parce qu&rsquo;ils ne sont pas en mesure de prendre en charge tous ces canaux de communication num\u00e9riques<\/strong>? Que peuvent faire les entreprises pour offrir une exp\u00e9rience client de qualit\u00e9 sur tous les canaux, en particulier les canaux num\u00e9riques ?<\/p>\n<p>Compte tenu des conclusions du rapport, les premi\u00e8res mesures \u00e0 prendre sont le d\u00e9ploiement d&rsquo;une strat\u00e9gie en mati\u00e8re de m\u00e9dias sociaux et l&rsquo;\u00e9tude des possibilit\u00e9s offertes par les applications mobiles. Ce sont les favoris des mill\u00e9niaux, et ils le resteront probablement, m\u00eame si les mill\u00e9niaux vieillissent. Cela ne veut pas dire que le t\u00e9l\u00e9phone va dispara\u00eetre. Il restera un canal important pour les escalades et la r\u00e9solution des probl\u00e8mes num\u00e9riques. Mais les marques doivent employer une strat\u00e9gie de canal globale qui rencontre les clients l\u00e0 o\u00f9 ils souhaitent \u00eatre.<\/p>\n<p>Plus important encore, les marques doivent d\u00e9velopper une approche omnicanale connect\u00e9e du service \u00e0 la client\u00e8le. Cela signifie que les entreprises doivent v\u00e9rifier les canaux actuels et garantir une exp\u00e9rience transparente d&rsquo;un canal \u00e0 l&rsquo;autre. Il s&rsquo;agit \u00e9galement d&rsquo;analyser les donn\u00e9es sur l&rsquo;ensemble de ces canaux et de les partager entre les diff\u00e9rents services afin que les organisations aient une vue d&rsquo;ensemble du client.<\/p>\n<p>Une exp\u00e9rience client connect\u00e9e permet aux clients de communiquer avec une entreprise de la mani\u00e8re qu&rsquo;ils souhaitent. Il permet \u00e9galement \u00e0 une entreprise de collecter et d&rsquo;utiliser des donn\u00e9es sur les clients afin de leur offrir la meilleure exp\u00e9rience possible. C&rsquo;est la situation gagnant-gagnant qu&rsquo;attendent les entreprises et les clients num\u00e9riques d&rsquo;aujourd&rsquo;hui.<\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/recorded-webinars\/watch-utilizing-customer-analytics\/\">En savoir plus sur l&rsquo;exploitation d&rsquo;une strat\u00e9gie d&rsquo;analyse omnicanale au sein de votre organisation.<\/a><\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":203,"featured_media":5881,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[190],"tags":[188,192],"blog-languages":[],"class_list":["post-11463","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-transformation-numerique","tag-analyse-de-la-clientele","tag-lexperience-du-client"],"acf":[],"yoast_head":"<!-- This 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