{"id":34512,"date":"2019-01-07T08:27:44","date_gmt":"2019-01-07T08:27:44","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/nouvelle-annee-nouvelle-experience-quatre-predictions-pour-2019\/"},"modified":"2025-07-17T10:38:37","modified_gmt":"2025-07-17T10:38:37","slug":"nouvelle-annee-nouvelle-experience-quatre-predictions-pour-2019","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/nouvelle-annee-nouvelle-experience-quatre-predictions-pour-2019\/","title":{"rendered":"Nouvelle ann\u00e9e, nouvelle exp\u00e9rience : Quatre pr\u00e9dictions pour 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_53a9778a556bc3e695bd8b4e9f4406d1\"\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\">Analytique <\/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\">Nouvelle ann\u00e9e, nouvelle exp\u00e9rience : Quatre pr\u00e9dictions pour 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_53a9778a556bc3e695bd8b4e9f4406d1\"] {\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%2Fnouvelle-annee-nouvelle-experience-quatre-predictions-pour-2019%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%2Fnouvelle-annee-nouvelle-experience-quatre-predictions-pour-2019%2F&#038;text=Nouvelle ann\u00e9e, nouvelle exp\u00e9rience : Quatre pr\u00e9dictions pour 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%2Fnouvelle-annee-nouvelle-experience-quatre-predictions-pour-2019%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>Chaque nouvelle ann\u00e9e est l&rsquo;occasion pour les entreprises de surprendre et de ravir leurs clients. L&rsquo;ann\u00e9e 2019 ne d\u00e9rogera pas \u00e0 la r\u00e8gle. Les entreprises continueront \u00e0 chercher des moyens d&rsquo;impliquer les clients \u00e0 chaque point de contact de leur parcours et, ce faisant, deviendront plus attentives \u00e0 leurs demandes changeantes et croissantes.  <span lang=\"EN-GB\">Au cours de l&rsquo;ann\u00e9e \u00e0 venir, les clients exigeront encore plus des entreprises. Et cela ne viendra pas de la pile technologique. Les clients veulent \u00eatre entendus, et en 2019, les entreprises feront un meilleur travail d&rsquo;\u00e9coute.<\/span><\/p>\n<p>Dans un monde num\u00e9rique, les organisations sont bombard\u00e9es d&rsquo;options technologiques, de donn\u00e9es et de canaux num\u00e9riques. De nombreuses entreprises ont rapidement adopt\u00e9 ces nouvelles solutions dans l&rsquo;espoir de prendre le moindre avantage sur leurs concurrents. Malheureusement, la course \u00e0 l&rsquo;adoption de nouvelles technologies a dilu\u00e9 l&rsquo;exp\u00e9rience, fragmentant le parcours d&rsquo;achat et emp\u00eachant les entreprises de cr\u00e9er des liens \u00e9motionnels avec leurs clients. En 2019, cr\u00e9er une exp\u00e9rience transparente et centr\u00e9e sur le client sera plus difficile que jamais, mais les entreprises qui prendront du recul et r\u00e9\u00e9valueront tout &#8211; des donn\u00e9es et perspectives utilis\u00e9es par la suite C, aux outils d&rsquo;\u00e9coute en passant par les canaux de libre-service &#8211; auront le pouvoir de cr\u00e9er et d&rsquo;\u00e9tablir des relations qui se traduiront directement par la fid\u00e9lit\u00e9 \u00e0 la marque.<\/p>\n<p>Voici quatre pr\u00e9dictions pour 2019 et ce que les entreprises peuvent faire pour d\u00e9passer les attentes des clients au cours de l&rsquo;ann\u00e9e \u00e0 venir.<\/p>\n<p>Lorsque les entreprises trouveront le bon \u00e9quilibre entre les personnes et la technologie, qu&rsquo;elles \u00e9largiront leur vision des donn\u00e9es, qu&rsquo;elles \u00e9couteront leurs clients et qu&rsquo;elles les rencontreront l\u00e0 o\u00f9 ils se trouvent, elles r\u00e9ussiront.<\/p>\n<p>Chez Calabrio, nous sommes l\u00e0 pour faire de 2019 l&rsquo;ann\u00e9e o\u00f9 votre entreprise gagnera l&rsquo;exp\u00e9rience client. Nous pouvons vous aider \u00e0 <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/customer-experience\/ways-financial-companies-should-use-voc-data\/\">exploiter les informations sur la voix du client<\/a> qui ont le pouvoir de transformer votre entreprise. T\u00e9l\u00e9chargez notre <a href=\"https:\/\/info.calabrio.com\/2018-CCW-the-customer-experience\">guide<\/a> pour savoir si votre entreprise tient ses promesses en mati\u00e8re d&rsquo;exp\u00e9rience client.<\/p><\/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":34510,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-34512","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Nouvelle ann\u00e9e, nouvelle exp\u00e9rience : Quatre pr\u00e9dictions pour 2019 | Calabrio<\/title>\n<meta name=\"description\" content=\"En 2019, cr\u00e9er une exp\u00e9rience transparente et centr\u00e9e sur le client sera plus difficile que jamais. 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