{"id":30967,"date":"2019-05-10T10:00:50","date_gmt":"2019-05-10T10:00:50","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/obtenez-les-dernieres-informations-pour-faconner-le-cx-lors-du-gartner-customer-experience-technologies-summit-2019-2\/"},"modified":"2025-05-12T06:21:59","modified_gmt":"2025-05-12T06:21:59","slug":"obtenez-les-dernieres-informations-pour-faconner-le-cx-lors-du-gartner-customer-experience-technologies-summit-2019-2","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/obtenez-les-dernieres-informations-pour-faconner-le-cx-lors-du-gartner-customer-experience-technologies-summit-2019-2\/","title":{"rendered":"Obtenez les derni\u00e8res informations pour fa\u00e7onner le CX lors du Gartner Customer Experience &amp; Technologies Summit 2019"},"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_fc7fcf9d0750cefa76204b9ba9ea0051\"\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\">Meilleures pratiques <\/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\">Obtenez les derni\u00e8res informations pour fa\u00e7onner le CX lors du Gartner Customer Experience &amp; Technologies Summit 2019<\/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_fc7fcf9d0750cefa76204b9ba9ea0051\"] {\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\t\tpadding-bottom: 0px !important;\n\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%2Fobtenez-les-dernieres-informations-pour-faconner-le-cx-lors-du-gartner-customer-experience-technologies-summit-2019-2%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%2Fobtenez-les-dernieres-informations-pour-faconner-le-cx-lors-du-gartner-customer-experience-technologies-summit-2019-2%2F&#038;text=Obtenez les derni\u00e8res informations pour fa\u00e7onner le CX lors du Gartner Customer Experience &amp; Technologies Summit 2019\"\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%2Fobtenez-les-dernieres-informations-pour-faconner-le-cx-lors-du-gartner-customer-experience-technologies-summit-2019-2%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>Depuis que j&rsquo;ai rejoint Calabrio il y a sept ans, j&rsquo;ai vu le paysage des centres de contact changer radicalement. Alors que les consommateurs sont de mieux en mieux inform\u00e9s et que la concurrence entre les entreprises est de plus en plus f\u00e9roce, l&rsquo;exp\u00e9rience client (CX) est devenue un point cl\u00e9 de la diff\u00e9renciation concurrentielle et le centre de contact un \u00e9l\u00e9ment essentiel de cette exp\u00e9rience. <\/p>\n<p>&nbsp;<\/p>\n<p>Cependant, comme nous l&rsquo;avons constat\u00e9 dans notre <a href=\"https:\/\/info.calabrio.com\/l\/134381\/2018-09-05\/461npj\" target=\"_blank\" rel=\"noopener noreferrer\">rapport Danger of Digital<\/a>, si 93 % des responsables de l&rsquo;exp\u00e9rience client estiment qu&rsquo;il est important d&rsquo;offrir une exp\u00e9rience fluide et de qualit\u00e9, seuls 45 % d&rsquo;entre eux pensent qu&rsquo;ils sont tr\u00e8s efficaces dans ce domaine. Alors, comment pouvez-vous fa\u00e7onner la CX pour am\u00e9liorer les r\u00e9sultats de votre organisation ?<\/p>\n<p>&nbsp;<\/p>\n<p>Je suis ravi de vous annoncer que Calabrio sponsorise le <a href=\"https:\/\/www.gartner.com\/en\/conferences\/emea\/customer-experience-uk\" target=\"_blank\" rel=\"noopener noreferrer\">Gartner Customer Experience &amp; Technologies Summit 2019<\/a> qui se tiendra les 22 et 23 mai \u00e0 Londres. Il s&rsquo;agit d&rsquo;un \u00e9v\u00e9nement important qui vous permettra de d\u00e9couvrir les derni\u00e8res recherches et id\u00e9es sur la strat\u00e9gie de l&rsquo;exp\u00e9rience client, directement aupr\u00e8s des experts de Gartner, notamment : l&rsquo;op\u00e9rationnalisation de la voix du client, les meilleures pratiques analytiques pour am\u00e9liorer la fid\u00e9lisation des clients et l&rsquo;augmentation de la valeur gr\u00e2ce \u00e0 la cartographie du parcours du client.<\/p>\n<p>&nbsp;<\/p>\n<p>Voici mes recommandations pour les sessions \u00e0 ne pas manquer :<\/p>\n<p>&nbsp;<\/p>\n<h3>Les bases de l&rsquo;exp\u00e9rience clientMercredi 22 mai \u00e0 8h00<\/h3>\n<p>Si vous commencez \u00e0 peine votre parcours CX, assurez-vous d&rsquo;arriver t\u00f4t mercredi pour assister \u00e0 ce tutoriel complet pour d\u00e9butants. Dans ce cours fondamental, Michael Chiu, Sr Director Analyst chez Gartner, vous expliquera ce qu&rsquo;est l&rsquo;exp\u00e9rience client, comment d\u00e9marrer et comment mesurer vos progr\u00e8s. C&rsquo;est un excellent cours \u00e0 associer \u00e0 une session ult\u00e9rieure, Workshop : Cr\u00e9er une strat\u00e9gie d&rsquo;exp\u00e9rience client, o\u00f9 Michael Chiu se joindra \u00e0 Ed Thompson, Distinguished VP Analyst at Gartner, pour animer des exercices qui vous aideront \u00e0 d\u00e9velopper une strat\u00e9gie d&rsquo;exp\u00e9rience client au sein de votre entreprise. L&rsquo;atelier aura lieu mercredi \u00e0 13h30 et vous devez vous inscrire \u00e0 l&rsquo;avance, alors assurez-vous de r\u00e9server votre place !   <\/p>\n<h3>Comment \u00e9laborer une strat\u00e9gie de la voix du client pour atteindre vos objectifs en mati\u00e8re d&rsquo;exp\u00e9rience clientMercredi, 22 Mai \u00e0 15:30<\/h3>\n<p>C&rsquo;est l\u00e0 que le centre de contact brille vraiment en mati\u00e8re de CX. Jim Davies, vice-pr\u00e9sident analyste chez Gartner, expliquera pourquoi aucune strat\u00e9gie CX n&rsquo;est compl\u00e8te sans un plan d&rsquo;exploitation de la voix du client. Vous apprendrez comment utiliser la technologie pour soutenir la strat\u00e9gie de la voix du client et comment doter votre \u00e9quipe pour r\u00e9ussir.  <\/p>\n<h3>Comment mesurer l&rsquo;exp\u00e9rience client et en faire une analyse de rentabilit\u00e9Jeudi 23 mai \u00e0 8h00<\/h3>\n<p>Si vous pr\u00e9voyez d&rsquo;assister \u00e0 la conf\u00e9rence pour \u00e9valuer une nouvelle technologie destin\u00e9e \u00e0 soutenir vos efforts en mati\u00e8re de CX, il s&rsquo;agit d&rsquo;un \u00e9v\u00e9nement \u00e0 ne pas manquer. Ed Thompson vous expliquera comment monter un dossier pour obtenir l&rsquo;approbation d&rsquo;un investissement technologique et formulera des recommandations sur la mani\u00e8re de mesurer et de communiquer les r\u00e9sultats aux dirigeants. <\/p>\n<h3>Comment une meilleure exp\u00e9rience des employ\u00e9s permet une meilleure exp\u00e9rience des clientsJeudi, 23 Mai 10:45 am<\/h3>\n<p>Voici un sujet qui me tient \u00e0 c\u0153ur : le lien entre les employ\u00e9s et les clients. Aucune strat\u00e9gie CX ou investissement technologique ne sera couronn\u00e9 de succ\u00e8s sans une \u00e9quipe talentueuse et engag\u00e9e. Avec l&rsquo;essor des canaux en libre-service, les employ\u00e9s des centres de contact traitent des demandes de plus en plus complexes de la part des clients et les organisations doivent faire plus pour les soutenir. Dans cette session, Jim Davies vous expliquera comment le fait de se concentrer sur l&rsquo;exp\u00e9rience des employ\u00e9s favorise l&rsquo;engagement, la loyaut\u00e9 et la d\u00e9fense des int\u00e9r\u00eats des clients. C&rsquo;est une excellente occasion de coupler cette session avec la session ult\u00e9rieure de Jim, Demandez \u00e0 l&rsquo;expert : Comment s\u00e9lectionner des solutions de gestion de l&rsquo;engagement de la main-d&rsquo;\u0153uvre pour vos centres de contact, \u00e0 13h30, pour obtenir des informations sur la technologie des centres de contact qui soutient les programmes d&rsquo;engagement des employ\u00e9s. Conseil : vous devez vous inscrire \u00e0 l&rsquo;avance pour cette session, alors n&rsquo;oubliez pas de r\u00e9server votre place !     <\/p>\n<p>Si vous assistez au salon, arr\u00eatez-vous au stand S6 pour d\u00e9couvrir l&rsquo;approche innovante de Calabrio, qui permet de mettre en lumi\u00e8re des informations convaincantes sur les clients et d&rsquo;enrichir les interactions humaines. <a href=\"https:\/\/calendly.com\/calabrio-emea\/demo\" target=\"_blank\" rel=\"noopener noreferrer\">Inscrivez-vous pour une d\u00e9monstration de produit<\/a>, participez au tirage au sort d&rsquo;un nouveau Fitbit Versa et d\u00e9couvrez directement pourquoi nous sommes les mieux class\u00e9s dans notre secteur par Gartner Peer Insights !<\/p>\n<p>&nbsp;<\/p>\n<p>Suivez <a href=\"https:\/\/twitter.com\/Calabrio\" target=\"_blank\" rel=\"noopener noreferrer\">@Calabrio<\/a> sur Twitter pour les derni\u00e8res mises \u00e0 jour et la couverture du Gartner Customer Experience &amp; Technologies Summit 2019.<\/p>\n<p>&nbsp;<\/p>\n<p>Gartner ne cautionne aucun fournisseur, produit ou service d\u00e9crit dans ses publications de recherche et ne conseille pas aux utilisateurs de technologies de choisir uniquement les fournisseurs les mieux not\u00e9s ou d\u00e9sign\u00e9s. Les publications de recherche de Gartner repr\u00e9sentent les opinions de l&rsquo;organisation de recherche de Gartner et ne doivent pas \u00eatre interpr\u00e9t\u00e9es comme des d\u00e9clarations de fait. Gartner d\u00e9cline toute garantie, explicite ou implicite, concernant cette \u00e9tude, y compris toute garantie de qualit\u00e9 marchande ou d&rsquo;ad\u00e9quation \u00e0 un usage particulier.<\/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":252,"featured_media":20551,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[206],"tags":[],"blog-languages":[],"class_list":["post-30967","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-meilleures-pratiques"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Obtenez les derni\u00e8res informations pour fa\u00e7onner le CX lors du Gartner Customer Experience &amp; 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