{"id":402271,"date":"2024-01-09T16:37:34","date_gmt":"2024-01-09T21:37:34","guid":{"rendered":"https:\/\/autosphere.ca\/?p=402271"},"modified":"2024-01-09T16:37:34","modified_gmt":"2024-01-09T21:37:34","slug":"quelles-sont-les-tendances-en-experience-client-en-2024","status":"publish","type":"post","link":"https:\/\/autosphere.ca\/fr\/concessionnaires\/2024\/01\/09\/quelles-sont-les-tendances-en-experience-client-en-2024\/","title":{"rendered":"Quelles sont les tendances en exp\u00e9rience client en 2024?"},"content":{"rendered":"<p><strong>L\u2019ann\u00e9e 2024 et ses pr\u00e9visions en mati\u00e8re de client ! Selon le magazine Forbes (Adrian Swinscoe, 2023), voici quelques pr\u00e9dictions pour 2024 en mati\u00e8re d\u2019exp\u00e9rience client et de satisfaction.<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u00c0 quoi peut-on s\u2019attendre en g\u00e9n\u00e9ral ?<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Les conditions \u00e9conomiques sont encore tr\u00e8s tendues pour la plupart des clients, le prix, la valeur et les \u00e9conomies budg\u00e9taires \u00e9tant les trois facteurs les plus importants qui d\u00e9terminent une grande partie de leur comportement. Cependant, les marques ne doivent pas ignorer la durabilit\u00e9, qui constitue le facteur croissant dans le processus d\u00e9cisionnel des clients.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Le magasin physique est appel\u00e9 \u00e0 jouer un r\u00f4le de plus en plus important, mais \u00e9galement sera en \u00e9volution.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Malgr\u00e9 tout l\u2019enthousiasme et les possibilit\u00e9s entourant l\u2019IA g\u00e9n\u00e9rative, l\u2019exp\u00e9rience employ\u00e9 restera la priorit\u00e9 num\u00e9ro un des dirigeants.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Pendant ce temps, l\u2019adoption de l\u2019IA g\u00e9n\u00e9rative se poursuivra \u00e0 un rythme soutenu.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Les connaissances acquises gr\u00e2ce \u00e0 l\u2019\u00e9tablissement de cas d\u2019utilisation de l\u2019IA g\u00e9n\u00e9rative dans les centres de contact aideront \u00e0 r\u00e9soudre les d\u00e9fis dans d\u2019autres domaines d\u2019activit\u00e9.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Les \u00e9quipes marketing sont appel\u00e9es \u00e0 devenir plus efficaces et productives.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Et la recherche sur site devrait \u00eatre remani\u00e9e (enfin !).<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cependant, les probl\u00e8mes de s\u00e9curit\u00e9 et de confiance persisteront.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Certaines des pr\u00e9occupations seront r\u00e9solues par le d\u00e9veloppement de mod\u00e8les et d\u2019approches commerciales, industrielles et sp\u00e9cifiques \u00e0 des fonctions.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">D\u2019autres seront abord\u00e9s en mettant l\u2019accent sur la gouvernance et le renforcement des comp\u00e9tences organisationnelles.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Mais de nombreuses organisations auront du mal \u00e0 prouver le retour sur investissement de leurs investissements dans l\u2019IA g\u00e9n\u00e9rative.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Pour r\u00e9ellement profiter de ces \u00e9volutions, les organisations devront mettre de l\u2019ordre dans leur data house et se concentrer \u00e0 la fois sur les d\u00e9fis d\u2019int\u00e9gration et sur la r\u00e9duction de leur complexit\u00e9 technologique.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Et la demande de talents va s\u2019intensifier.<\/span><\/li>\n<\/ul>\n<p><b>Am\u00e9liorer l\u2019exp\u00e9rience client<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Comme l\u2019explique <\/span><span style=\"font-weight: 400;\">Nikola Mrk\u0161i\u0107<\/span><span style=\"font-weight: 400;\">, cofondateur et PDG de PolyAI : \u00ab Les entreprises investiront davantage dans l&rsquo;am\u00e9lioration de l&rsquo;exp\u00e9rience client gr\u00e2ce \u00e0 l&rsquo;automatisation, avec des mod\u00e8les avanc\u00e9s d&rsquo;IA g\u00e9n\u00e9rative alimentant une grande partie de cet effort pour cr\u00e9er des interactions plus naturelles et plus expressives via des <em>chatbots<\/em> hyper performants. Cela posera de nouveaux risques associ\u00e9s \u00e0 des mod\u00e8les linguistiques non r\u00e9glement\u00e9s, ce qui n\u00e9cessitera des efforts organisationnels pour d\u00e9velopper des centres de comp\u00e9tences en IA au sein de diverses fonctions op\u00e9rationnelles. \u00bb\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nous parlons d\u2019exp\u00e9rience client via l\u2019IA sur le parcours du consommateur et de l\u2019impact sur la satisfaction. L\u2019IA permet une r\u00e9ponse fiable et automatis\u00e9e pour les organisations lui confiant des t\u00e2ches \u00e0 faible valeur ajout\u00e9e, mais \u00e0 fort enjeu commercial en mati\u00e8re de relation client. La communication demeure la base et est essentielle sur toutes les actions organisationnelles pour am\u00e9liorer l\u2019exp\u00e9rience client. Il faut d\u00e9finir une bonne exp\u00e9rience client comme \u00e9tant le \u00ab\u00a0reflet des valeurs de la marque et ce, dans une logique omnicanale.\u00a0\u00bb\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Nous devons donc d\u00e9finir un positionnement r\u00e9fl\u00e9chi et affirm\u00e9. L\u2019exp\u00e9rience client d\u00e9bute lors du premier contact avec l\u2019entreprise et \/ ou la marque. Le tout premier contact se dit digital et doit \u00eatre le d\u00e9but d\u2019une somme d\u2019exp\u00e9riences v\u00e9cues positives. En 2024, il faut d\u00e9couvrir les informations support\u00e9es par de vastes bases de donn\u00e9es, augmenter la personnalisation ainsi que l\u2019efficacit\u00e9 des efforts marketing, rationaliser les t\u00e2ches (flux du travail), offrir un support client 24 h \/ 24 (en ligne), proposer du marketing cibl\u00e9, comprendre les pr\u00e9occupations des clients, offrir des informations pr\u00e9dictives et enfin, augmenter la fid\u00e9lisation de la client\u00e8le.<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019ann\u00e9e 2024 et ses pr\u00e9visions en mati\u00e8re de client ! Selon le magazine Forbes (Adrian Swinscoe, 2023), voici quelques pr\u00e9dictions pour 2024 en mati\u00e8re d\u2019exp\u00e9rience client et de satisfaction. \u00c0 quoi peut-on s\u2019attendre en g\u00e9n\u00e9ral ? Les conditions \u00e9conomiques sont encore tr\u00e8s tendues pour la plupart des clients, le prix, la valeur et les \u00e9conomies&#8230;<\/p>\n","protected":false},"author":108,"featured_media":365752,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[808,646],"tags":[3832,5486],"class_list":["post-402271","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chroniques-experts-concessionnaires","category-concessionnaires","tag-gestion","tag-service-a-la-clientele"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Quelles sont les tendances en exp\u00e9rience client en 2024? - Autosphere<\/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:\/\/autosphere.ca\/fr\/concessionnaires\/2024\/01\/09\/quelles-sont-les-tendances-en-experience-client-en-2024\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quelles sont les tendances en exp\u00e9rience client en 2024?\" \/>\n<meta property=\"og:description\" content=\"L\u2019ann\u00e9e 2024 et ses pr\u00e9visions en mati\u00e8re de client ! 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Selon le magazine Forbes (Adrian Swinscoe, 2023), voici quelques pr\u00e9dictions pour 2024 en mati\u00e8re d\u2019exp\u00e9rience client et de satisfaction. \u00c0 quoi peut-on s\u2019attendre en g\u00e9n\u00e9ral ? 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D\u00e9tentrice d\u2019un B.A.A., d\u2019un M.B.A. et d\u2019un Ph.D.. Formation en ligne et en vid\u00e9oconf\u00e9rence offert info@consultantsyjomphe.com. Yanick Jomphe is a training consultant and a specialist in the implementation of CRM reminder systems. She holds a B.A.A., M.B.A. and Ph.D. on the impact of stakeholder involvement in the implementation of management tools on organizational performance. 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