{"id":7677,"date":"2026-10-23T11:12:54","date_gmt":"2026-10-23T15:12:54","guid":{"rendered":"https:\/\/oxilio.com\/?p=7677"},"modified":"2026-10-23T11:28:00","modified_gmt":"2026-10-23T15:28:00","slug":"arreter-de-courir-apres-les-outils-et-commencer-a-batir-une-strategie","status":"publish","type":"post","link":"https:\/\/oxilio.com\/fr\/arreter-de-courir-apres-les-outils-et-commencer-a-batir-une-strategie\/","title":{"rendered":"Arr\u00eater de courir apr\u00e8s les outils et commencer \u00e0 b\u00e2tir une strat\u00e9gie"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"7677\" class=\"elementor elementor-7677\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7c0d724 e-con-full e-flex e-con e-child\" data-id=\"7c0d724\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-124d10c elementor-widget elementor-widget-shortcode\" 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data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;background_motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;background_motion_fx_scale_effect&quot;:&quot;yes&quot;,&quot;background_motion_fx_scale_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:1,&quot;sizes&quot;:[]},&quot;animation&quot;:&quot;fadeIn&quot;,&quot;background_motion_fx_scale_direction&quot;:&quot;out-in&quot;,&quot;background_motion_fx_scale_range&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:20,&quot;end&quot;:80}},&quot;background_motion_fx_devices&quot;:[&quot;widescreen&quot;,&quot;desktop&quot;,&quot;laptop&quot;,&quot;tablet_extra&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\">\n\t\t<div class=\"elementor-element elementor-element-38f0c5ce animated-fast e-flex e-con-boxed elementor-invisible e-con e-child\" data-id=\"38f0c5ce\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_effect&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:1.2,&quot;sizes&quot;:[]},&quot;animation&quot;:&quot;fadeIn&quot;,&quot;motion_fx_translateY_affectedRange&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:0,&quot;end&quot;:100}},&quot;motion_fx_devices&quot;:[&quot;widescreen&quot;,&quot;desktop&quot;,&quot;laptop&quot;,&quot;tablet_extra&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-285eb3a7 elementor-widget elementor-widget-breadcrumbs\" data-id=\"285eb3a7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"breadcrumbs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p id=\"breadcrumbs\"><span><span><a href=\"https:\/\/oxilio.com\/fr\/\">Accueil<\/a><\/span><\/span><\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-762db8d4 e-flex e-con-boxed e-con e-child\" data-id=\"762db8d4\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_effect&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:1.2,&quot;sizes&quot;:[]},&quot;motion_fx_translateY_affectedRange&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:0,&quot;end&quot;:100}},&quot;motion_fx_devices&quot;:[&quot;widescreen&quot;,&quot;desktop&quot;,&quot;laptop&quot;,&quot;tablet_extra&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4b001b96 animated-fast elementor-widget__width-initial elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"4b001b96\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;,&quot;_animation_delay&quot;:100}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">23 octobre 2026<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-38a63f82 animated-fast elementor-widget__width-initial elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"38a63f82\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;,&quot;_animation_delay&quot;:150}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Arr\u00eater de courir apr\u00e8s les outils et commencer \u00e0 b\u00e2tir une strat\u00e9gie<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1fb5aaf2 animated-fast elementor-invisible elementor-widget elementor-widget-shortcode\" data-id=\"1fb5aaf2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;,&quot;_animation_delay&quot;:175}\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\"><ul><li><a href=\"https:\/\/oxilio.com\/fr\/category\/blogue\/\">Blogue<\/a><\/li><\/ul><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5044b56 e-con-full e-flex e-con e-parent\" data-id=\"5044b56\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-02ee86b e-flex e-con-boxed e-con e-child\" data-id=\"02ee86b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-f35eb54 e-con-full animated-fast e-flex elementor-invisible e-con e-child\" data-id=\"f35eb54\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4814f57 elementor-widget elementor-widget-heading\" data-id=\"4814f57\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">L'Intelligence artificielle en centre de contact<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-70af150 e-con-full animated-fast e-flex elementor-invisible e-con e-child\" data-id=\"70af150\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-18c4612 elementor-widget elementor-widget-heading\" data-id=\"18c4612\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">L\u2019IA cr\u00e9e une occasion r\u00e9elle de transformer l\u2019exp\u00e9rience client. Encore faut-il partir des bons probl\u00e8mes, pr\u00e9parer les \u00e9quipes et mettre en place les fondations n\u00e9cessaires pour produire des r\u00e9sultats durables. <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f5b668 elementor-widget elementor-widget-text-editor\" data-id=\"2f5b668\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">Depuis deux ans, le march\u00e9 des centres de contact conna\u00eet une v\u00e9ritable d\u00e9ferlante d\u2019intelligence artificielle. Chaque semaine apporte son lot d\u2019annonces : copilotes pour les agents, r\u00e9sum\u00e9s d\u2019appels automatis\u00e9s, assistants conversationnels, analyse avanc\u00e9e des interactions, coaching automatis\u00e9 et agents virtuels g\u00e9n\u00e9ratifs.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">Pour les dirigeants, cette abondance repr\u00e9sente autant une occasion qu\u2019un d\u00e9fi. Une question revient constamment dans les discussions avec les gestionnaires de centres de contact : par o\u00f9 commencer?<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">La r\u00e9alit\u00e9 est que peu d\u2019organisations \u00e9chouent \u00e0 adopter l\u2019intelligence artificielle \u00e0 cause de la technologie elle-m\u00eame. Les difficult\u00e9s surviennent plut\u00f4t lorsque des outils sont d\u00e9ploy\u00e9s avant que l\u2019organisation ait clairement d\u00e9fini ce qu\u2019elle cherche \u00e0 accomplir.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">C\u2019est pr\u00e9cis\u00e9ment ce que met en lumi\u00e8re la feuille de route AI Roadmap at a Glance de Gartner. Au-del\u00e0 de la technologie, elle propose une d\u00e9marche structur\u00e9e pour faire de l\u2019IA un levier d\u2019affaires, plut\u00f4t qu\u2019une initiative technologique isol\u00e9e.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-08d94b6 elementor-widget elementor-widget-heading\" data-id=\"08d94b6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Le v\u00e9ritable enjeu n\u2019est pas l\u2019intelligence artificielle <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-225d323 elementor-widget elementor-widget-text-editor\" data-id=\"225d323\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">Le v\u00e9ritable enjeu est l\u2019exp\u00e9rience client.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Pendant des ann\u00e9es, les centres de contact ont surtout \u00e9t\u00e9 \u00e9valu\u00e9s \u00e0 partir d\u2019indicateurs op\u00e9rationnels comme le temps moyen de traitement, le niveau de service, le co\u00fbt par interaction et le taux d\u2019occupation. Ces indicateurs demeurent importants, mais les attentes des clients ont \u00e9volu\u00e9.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Les consommateurs veulent obtenir rapidement une r\u00e9ponse, peu importe le canal utilis\u00e9. Ils s\u2019attendent \u00e0 ce que les agents connaissent leur historique et puissent r\u00e9soudre leur probl\u00e8me sans les transf\u00e9rer d\u2019un service \u00e0 l\u2019autre.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">C\u2019est ici que l\u2019intelligence artificielle peut avoir le plus grand impact : non pas en rempla\u00e7ant les agents, mais en leur donnant acc\u00e8s \u00e0 la bonne information au bon moment.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Un agent qui doit naviguer entre plusieurs applications pour r\u00e9pondre \u00e0 une question sur un renouvellement de service, un remboursement ou une modification de contrat perd un temps pr\u00e9cieux. Avec l\u2019IA, l\u2019information pertinente peut \u00eatre propos\u00e9e en temps r\u00e9el, directement pendant la conversation.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Le r\u00e9sultat ne se limite pas \u00e0 un gain de productivit\u00e9. Il se traduit aussi par une exp\u00e9rience plus fluide pour le client et par une r\u00e9duction de l\u2019effort demand\u00e9 \u00e0 l\u2019agent.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9bd045a elementor-widget elementor-widget-heading\" data-id=\"9bd045a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Commencer par les probl\u00e8mes, pas par les fonctionnalit\u00e9s <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-72d914a elementor-widget elementor-widget-text-editor\" data-id=\"72d914a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">L\u2019une des erreurs les plus fr\u00e9quentes consiste \u00e0 partir d\u2019une d\u00e9monstration technologique impressionnante, puis \u00e0 chercher o\u00f9 l\u2019appliquer. Cette approche produit rarement les r\u00e9sultats attendus.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">Les centres de contact qui r\u00e9ussissent leur transformation commencent plut\u00f4t par rep\u00e9rer les irritants les plus co\u00fbteux de leurs op\u00e9rations :<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">Les agents consacrent-ils trop de temps \u00e0 la documentation apr\u00e8s un appel?<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559685&quot;:403,&quot;335559739&quot;:140}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Les superviseurs manquent-ils de visibilit\u00e9 sur la qualit\u00e9 des interactions?<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559685&quot;:403,&quot;335559739&quot;:140}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Les nouvelles recrues mettent-elles trop de temps \u00e0 atteindre leur pleine productivit\u00e9?<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559685&quot;:403,&quot;335559739&quot;:140}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Les clients doivent-ils r\u00e9p\u00e9ter les m\u00eames informations \u00e0 plusieurs reprises?<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559685&quot;:403,&quot;335559739&quot;:140}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"none\"><br \/>Ces questions doivent guider les premiers projets d\u2019intelligence artificielle. Les gains les plus rapides proviennent souvent d\u2019initiatives cibl\u00e9es, comme la g\u00e9n\u00e9ration automatique de r\u00e9sum\u00e9s, l\u2019assistance en temps r\u00e9el aux agents, la recherche intelligente dans la base de connaissances ou l\u2019analyse automatis\u00e9e des interactions.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">Ces cas d\u2019usage peuvent produire une valeur rapidement, tout en aidant les \u00e9quipes \u00e0 comprendre concr\u00e8tement comment l\u2019IA peut am\u00e9liorer leur travail. Mais le choix d\u2019un bon cas d\u2019usage n\u2019est qu\u2019un point de d\u00e9part : pour passer du projet pilote \u00e0 des r\u00e9sultats durables, l\u2019organisation doit aussi \u00eatre pr\u00eate \u00e0 \u00e9voluer.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e2de5a9 elementor-widget elementor-widget-heading\" data-id=\"e2de5a9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">La technologie \u00e9volue vite, mais l\u2019adoption demeure un projet humain<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bb7e19b elementor-widget elementor-widget-text-editor\" data-id=\"bb7e19b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">Les capacit\u00e9s de l\u2019IA progressent rapidement. Les processus, les r\u00f4les et les habitudes de travail, eux, \u00e9voluent \u00e0 un rythme diff\u00e9rent. C\u2019est pourquoi la gestion du changement demeure l\u2019un des principaux facteurs de succ\u00e8s.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Chaque vague technologique dans les centres de contact a suscit\u00e9 des pr\u00e9occupations : les syst\u00e8mes CRM, le libre-service Web, l\u2019infonuagique, les canaux num\u00e9riques et, plus r\u00e9cemment, le travail hybride. L\u2019intelligence artificielle ne fait pas exception.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Certains agents craignent que leur r\u00f4le perde de sa pertinence. D\u2019autres voient ces outils comme une forme de surveillance accrue. Les superviseurs doivent, eux aussi, apprendre \u00e0 g\u00e9rer des \u00e9quipes dont le travail est de plus en plus assist\u00e9 par l\u2019IA.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">La feuille de route de Gartner rappelle donc un point essentiel : l\u2019adoption de l\u2019IA est d\u2019abord un projet humain. Former les employ\u00e9s, communiquer clairement les objectifs, expliquer les b\u00e9n\u00e9fices attendus et impliquer les \u00e9quipes dans l\u2019\u00e9volution des processus sont aussi importants que le choix de la technologie.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Les organisations qui n\u00e9gligent cet aspect risquent de voir leurs investissements produire beaucoup moins de valeur que pr\u00e9vu.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7fd9b53 elementor-widget elementor-widget-heading\" data-id=\"7fd9b53\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Le d\u00e9fi invisible : la qualit\u00e9 des donn\u00e9es <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c4795c elementor-widget elementor-widget-text-editor\" data-id=\"7c4795c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">Aucune plateforme d\u2019intelligence artificielle ne peut \u00eatre meilleure que les donn\u00e9es et les contenus qu\u2019elle utilise. Pourtant, dans de nombreux centres de contact, les bases de connaissances sont incompl\u00e8tes, l\u2019information est dispers\u00e9e entre plusieurs syst\u00e8mes et les pratiques documentaires manquent d\u2019uniformit\u00e9.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Lorsqu\u2019une solution d\u2019IA fournit une r\u00e9ponse erron\u00e9e, la cause se trouve souvent en amont : documentation d\u00e9su\u00e8te, donn\u00e9es manquantes, ou contenu contradictoire.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Les organisations qui obtiennent les meilleurs r\u00e9sultats investissent donc autant dans la gouvernance de leurs donn\u00e9es et de leurs connaissances que dans leurs plateformes technologiques. La qualit\u00e9 de l\u2019exp\u00e9rience client de demain d\u00e9pendra largement de la qualit\u00e9 des informations disponibles aujourd\u2019hui.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ce72ff elementor-widget elementor-widget-heading\" data-id=\"8ce72ff\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">La gouvernance : moins visible, mais essentielle  <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-df649bc elementor-widget elementor-widget-text-editor\" data-id=\"df649bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">L\u2019enthousiasme entourant l\u2019IA pousse parfois les organisations \u00e0 vouloir avancer le plus rapidement possible. Cette volont\u00e9 est compr\u00e9hensible, mais elle comporte aussi des risques.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">Les centres de contact traitent quotidiennement des renseignements personnels, des donn\u00e9es financi\u00e8res, des informations m\u00e9dicales ou d\u2019autres dossiers sensibles. La question n\u2019est donc plus de savoir si l\u2019IA doit \u00eatre encadr\u00e9e, mais comment elle doit l\u2019\u00eatre :<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"none\">Qui est responsable des r\u00e9ponses produites par un assistant intelligent?<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559685&quot;:403,&quot;335559739&quot;:140}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"none\">Quelles donn\u00e9es peuvent \u00eatre utilis\u00e9es pour entra\u00eener ou enrichir les mod\u00e8les?<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559685&quot;:403,&quot;335559739&quot;:140}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" data-aria-posinset=\"7\" data-aria-level=\"1\"><span data-contrast=\"none\">Comment v\u00e9rifier qu\u2019une recommandation g\u00e9n\u00e9r\u00e9e par l\u2019IA respecte les politiques internes et les exigences r\u00e9glementaires?<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559685&quot;:403,&quot;335559739&quot;:140}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"none\"><br \/>Selon l\u2019approche pr\u00e9sent\u00e9e par Gartner, la gouvernance ne devrait pas \u00eatre consid\u00e9r\u00e9e comme une \u00e9tape avanc\u00e9e de la transformation. Elle doit \u00eatre int\u00e9gr\u00e9e d\u00e8s le d\u00e9part. Les organisations qui d\u00e9finissent t\u00f4t leurs responsabilit\u00e9s, leurs r\u00e8gles d\u2019utilisation et leurs m\u00e9canismes de contr\u00f4le \u00e9viteront plusieurs probl\u00e8mes par la suite.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d53c64c elementor-widget elementor-widget-heading\" data-id=\"d53c64c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Les centres de contact qui se d\u00e9marqueront <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a7629b2 elementor-widget elementor-widget-text-editor\" data-id=\"a7629b2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">Le centre de contact de demain ne sera vraisemblablement pas enti\u00e8rement automatis\u00e9. Les interactions les plus complexes continueront d\u2019exiger du jugement, une compr\u00e9hension approfondie du contexte et une capacit\u00e9 d\u2019adaptation que l\u2019humain apporte \u00e0 la relation client.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Ce qui changera, c\u2019est la fa\u00e7on dont les agents accompliront leur travail. Les centres de contact les plus performants ne seront pas ceux qui auront remplac\u00e9 le plus grand nombre de personnes par des algorithmes. Ce seront ceux qui auront cr\u00e9\u00e9 une collaboration efficace entre les humains et l\u2019intelligence artificielle.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Les agents disposeront de meilleurs outils. Les superviseurs auront acc\u00e8s \u00e0 des analyses plus approfondies. Les gestionnaires prendront des d\u00e9cisions mieux inform\u00e9es. Et les clients b\u00e9n\u00e9ficieront d\u2019exp\u00e9riences plus fluides et personnalis\u00e9es.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245417&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:140,&quot;335559740&quot;:269}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d6b525 elementor-widget elementor-widget-heading\" data-id=\"1d6b525\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Transformer l\u2019ambition en r\u00e9sultats concrets <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20a34b1 elementor-widget elementor-widget-text-editor\" data-id=\"20a34b1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">Pour les centres de contact, l\u2019intelligence artificielle repr\u00e9sente bien plus qu\u2019une fonctionnalit\u00e9 \u00e0 ajouter \u00e0 une plateforme existante. Elle offre l\u2019occasion de repenser l\u2019exp\u00e9rience client, de simplifier le travail des agents et d\u2019am\u00e9liorer durablement la performance op\u00e9rationnelle.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Cependant, les organisations qui obtiennent les meilleurs r\u00e9sultats ne sont pas n\u00e9cessairement celles qui investissent le plus rapidement dans les nouvelles technologies. Ce sont celles qui d\u00e9finissent une vision claire, priorisent les bons cas d\u2019usage, pr\u00e9parent leurs donn\u00e9es et mobilisent leurs \u00e9quipes.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">C\u2019est l\u2019id\u00e9e centrale de la feuille de route de Gartner : l\u2019IA n\u2019est pas un projet technologique isol\u00e9. C\u2019est un programme de transformation qui touche la strat\u00e9gie, la valeur, l\u2019organisation, les personnes, la gouvernance, l\u2019ing\u00e9nierie et les donn\u00e9es.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8e3cfa0 elementor-widget__width-inherit elementor-invisible elementor-widget elementor-widget-image\" data-id=\"8e3cfa0\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/oxilio.com\/wp-content\/uploads\/2026\/10\/gartner-ai-roadmap-at-a-glance.jpeg\" data-elementor-open-lightbox=\"yes\" data-elementor-lightbox-title=\"gartner-ai-roadmap-at-a-glance\" data-e-action-hash=\"#elementor-action%3Aaction%3Dlightbox%26settings%3DeyJpZCI6NzY0NSwidXJsIjoiaHR0cHM6XC9cL294aWxpby5jb21cL3dwLWNvbnRlbnRcL3VwbG9hZHNcLzIwMjZcLzEwXC9nYXJ0bmVyLWFpLXJvYWRtYXAtYXQtYS1nbGFuY2UuanBlZyJ9\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"451\" src=\"https:\/\/oxilio.com\/wp-content\/uploads\/2026\/10\/gartner-ai-roadmap-at-a-glance-1024x577.jpeg\" class=\"attachment-large size-large wp-image-7645\" alt=\"\" srcset=\"https:\/\/oxilio.com\/wp-content\/uploads\/2026\/10\/gartner-ai-roadmap-at-a-glance-1024x577.jpeg 1024w, https:\/\/oxilio.com\/wp-content\/uploads\/2026\/10\/gartner-ai-roadmap-at-a-glance-300x169.jpeg 300w, https:\/\/oxilio.com\/wp-content\/uploads\/2026\/10\/gartner-ai-roadmap-at-a-glance-768x433.jpeg 768w, https:\/\/oxilio.com\/wp-content\/uploads\/2026\/10\/gartner-ai-roadmap-at-a-glance.jpeg 1360w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\"><\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c8247db elementor-widget elementor-widget-heading\" data-id=\"c8247db\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Faire le lien entre la strat\u00e9gie et les op\u00e9rations <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-75ce615 elementor-widget elementor-widget-text-editor\" data-id=\"75ce615\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"none\">Chez Oxilio, nous constatons quotidiennement cet enjeu dans les centres de contact que nous accompagnons. Qu\u2019il s\u2019agisse d\u2019\u00e9valuer la maturit\u00e9 d\u2019une organisation, d\u2019identifier les cas d\u2019usage \u00e0 forte valeur, d\u2019optimiser un environnement NICE CXone, de d\u00e9ployer des capacit\u00e9s d\u2019IA g\u00e9n\u00e9rative ou d\u2019int\u00e9grer des assistants conversationnels avanc\u00e9s, le succ\u00e8s repose rarement sur la technologie seule.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Notre r\u00f4le consiste \u00e0 aider les organisations \u00e0 faire le lien entre les possibilit\u00e9s offertes par l\u2019intelligence artificielle et les r\u00e9alit\u00e9s op\u00e9rationnelles de leur centre de contact. Gr\u00e2ce \u00e0 notre expertise en CCaaS, en exp\u00e9rience client et en automatisation intelligente, nous accompagnons nos clients \u00e0 chaque \u00e9tape de leur parcours, de la d\u00e9finition de la strat\u00e9gie \u00e0 la mise en \u0153uvre, puis \u00e0 l\u2019optimisation continue.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Au bout du compte, l\u2019objectif n\u2019est pas d\u2019avoir plus d\u2019IA. Il est de mieux l\u2019utiliser pour offrir une meilleure exp\u00e9rience aux clients, faciliter le travail des employ\u00e9s et am\u00e9liorer la performance de l\u2019organisation.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:true,&quot;335559739&quot;:140}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ace92ce e-con-full animated-fast e-flex elementor-invisible e-con e-child\" data-id=\"ace92ce\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-eac08f6 elementor-widget elementor-widget-heading\" data-id=\"eac08f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">C\u2019est pr\u00e9cis\u00e9ment l\u00e0 que commence une strat\u00e9gie d\u2019intelligence artificielle r\u00e9ussie. <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1ae3d15 elementor-widget elementor-widget-shortcode\" data-id=\"1ae3d15\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\t\t<div data-elementor-type=\"container\" data-elementor-id=\"5589\" class=\"elementor elementor-5589\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-669fd742 e-flex e-con-boxed elementor-invisible e-con e-child\" data-id=\"669fd742\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;animation&quot;:&quot;fadeIn&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-2750efc3 e-con-full e-flex e-con e-child\" data-id=\"2750efc3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-63f14651 elementor-author-box--layout-image-above elementor-author-box--align-center elementor-author-box--avatar-yes elementor-author-box--name-yes elementor-author-box--biography-yes elementor-widget elementor-widget-author-box\" data-id=\"63f14651\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"author-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-author-box\">\n\t\t\t\t\t\t\t<div  class=\"elementor-author-box__avatar\">\n\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/secure.gravatar.com\/avatar\/457815ca75d6bf45efc62c762fcfbf1321284641d85fad1ba34034baf6192a3c?s=300&#038;d=mm&#038;r=g\" alt=\"Picture of Oxilio\" loading=\"lazy\">\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"elementor-author-box__text\">\n\t\t\t\t\t\t\t\t\t<div >\n\t\t\t\t\t\t<h4 class=\"elementor-author-box__name\">\n\t\t\t\t\t\t\tOxilio\t\t\t\t\t\t<\/h4>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-author-box__bio\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2699e9d8 elementor-widget elementor-widget-spacer\" data-id=\"2699e9d8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d97f1ff elementor-widget elementor-widget-shortcode\" data-id=\"1d97f1ff\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\t\t<div data-elementor-type=\"container\" data-elementor-id=\"5314\" class=\"elementor elementor-5314\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2a8d707d e-flex e-con-boxed e-con e-child\" data-id=\"2a8d707d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-16a5762c elementor-widget elementor-widget-heading\" data-id=\"16a5762c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Partager<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-757b5ce3 elementor-share-buttons--view-icon elementor-share-buttons--skin-minimal elementor-share-buttons--shape-circle elementor-share-buttons--color-custom elementor-grid-0 elementor-widget elementor-widget-share-buttons\" data-id=\"757b5ce3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"share-buttons.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-grid\" role=\"list\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_facebook\" role=\"button\" tabindex=\"0\" aria-label=\"Partager sur facebook\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-facebook\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256C504 119 393 8 256 8S8 119 8 256c0 123.78 90.69 226.38 209.25 245V327.69h-63V256h63v-54.64c0-62.15 37-96.48 93.67-96.48 27.14 0 55.52 4.84 55.52 4.84v61h-31.28c-30.8 0-40.41 19.12-40.41 38.73V256h68.78l-11 71.69h-57.78V501C413.31 482.38 504 379.78 504 256z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_x-twitter\" role=\"button\" tabindex=\"0\" aria-label=\"Partager sur x-twitter\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-x-twitter\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M389.2 48h70.6L305.6 224.2 487 464H345L233.7 318.6 106.5 464H35.8L200.7 275.5 26.8 48H172.4L272.9 180.9 389.2 48zM364.4 421.8h39.1L151.1 88h-42L364.4 421.8z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_threads\" role=\"button\" tabindex=\"0\" aria-label=\"Partager sur threads\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-threads\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M331.5 235.7c2.2 .9 4.2 1.9 6.3 2.8c29.2 14.1 50.6 35.2 61.8 61.4c15.7 36.5 17.2 95.8-30.3 143.2c-36.2 36.2-80.3 52.5-142.6 53h-.3c-70.2-.5-124.1-24.1-160.4-70.2c-32.3-41-48.9-98.1-49.5-169.6V256v-.2C17 184.3 33.6 127.2 65.9 86.2C102.2 40.1 156.2 16.5 226.4 16h.3c70.3 .5 124.9 24 162.3 69.9c18.4 22.7 32 50 40.6 81.7l-40.4 10.8c-7.1-25.8-17.8-47.8-32.2-65.4c-29.2-35.8-73-54.2-130.5-54.6c-57 .5-100.1 18.8-128.2 54.4C72.1 146.1 58.5 194.3 58 256c.5 61.7 14.1 109.9 40.3 143.3c28 35.6 71.2 53.9 128.2 54.4c51.4-.4 85.4-12.6 113.7-40.9c32.3-32.2 31.7-71.8 21.4-95.9c-6.1-14.2-17.1-26-31.9-34.9c-3.7 26.9-11.8 48.3-24.7 64.8c-17.1 21.8-41.4 33.6-72.7 35.3c-23.6 1.3-46.3-4.4-63.9-16c-20.8-13.8-33-34.8-34.3-59.3c-2.5-48.3 35.7-83 95.2-86.4c21.1-1.2 40.9-.3 59.2 2.8c-2.4-14.8-7.3-26.6-14.6-35.2c-10-11.7-25.6-17.7-46.2-17.8H227c-16.6 0-39 4.6-53.3 26.3l-34.4-23.6c19.2-29.1 50.3-45.1 87.8-45.1h.8c62.6 .4 99.9 39.5 103.7 107.7l-.2 .2zm-156 68.8c1.3 25.1 28.4 36.8 54.6 35.3c25.6-1.4 54.6-11.4 59.5-73.2c-13.2-2.9-27.8-4.4-43.4-4.4c-4.8 0-9.6 .1-14.4 .4c-42.9 2.4-57.2 23.2-56.2 41.8l-.1 .1z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_telegram\" role=\"button\" tabindex=\"0\" aria-label=\"Partager sur telegram\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-telegram\" viewBox=\"0 0 496 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M248 8C111 8 0 119 0 256s111 248 248 248 248-111 248-248S385 8 248 8zm121.8 169.9l-40.7 191.8c-3 13.6-11.1 16.9-22.4 10.5l-62-45.7-29.9 28.8c-3.3 3.3-6.1 6.1-12.5 6.1l4.4-63.1 114.9-103.8c5-4.4-1.1-6.9-7.7-2.5l-142 89.4-61.2-19.1c-13.3-4.2-13.6-13.3 2.8-19.7l239.1-92.2c11.1-4 20.8 2.7 17.2 19.5z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_email\" role=\"button\" tabindex=\"0\" aria-label=\"Partager sur email\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-envelope\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M502.3 190.8c3.9-3.1 9.7-.2 9.7 4.7V400c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V195.6c0-5 5.7-7.8 9.7-4.7 22.4 17.4 52.1 39.5 154.1 113.6 21.1 15.4 56.7 47.8 92.2 47.6 35.7.3 72-32.8 92.3-47.6 102-74.1 131.6-96.3 154-113.7zM256 320c23.2.4 56.6-29.2 73.4-41.4 132.7-96.3 142.8-104.7 173.4-128.7 5.8-4.5 9.2-11.5 9.2-18.9v-19c0-26.5-21.5-48-48-48H48C21.5 64 0 85.5 0 112v19c0 7.4 3.4 14.3 9.2 18.9 30.6 23.9 40.7 32.4 173.4 128.7 16.8 12.2 50.2 41.8 73.4 41.4z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-164bd05 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"164bd05\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/oxilio.com\/fr\/quoi-de-neuf\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Retour aux publications<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4a1d50 elementor-widget elementor-widget-shortcode\" data-id=\"c4a1d50\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\t\t<div data-elementor-type=\"container\" data-elementor-id=\"4486\" class=\"elementor elementor-4486\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a47aec2 e-con-full bg-gradient e-flex e-con e-child\" data-id=\"a47aec2\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-eeee5f7 elementor-absolute elementor-hidden-mobile elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"eeee5f7\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_position&quot;:&quot;absolute&quot;,&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_effect&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:1,&quot;sizes&quot;:[]},&quot;motion_fx_translateY_affectedRange&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:0,&quot;end&quot;:100}},&quot;motion_fx_devices&quot;:[&quot;widescreen&quot;,&quot;desktop&quot;,&quot;laptop&quot;,&quot;tablet_extra&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i aria-hidden=\"true\" class=\"icon icon-oxilio-symbol--fill\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-083f488 e-flex e-con-boxed e-con e-child\" data-id=\"083f488\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-e98dd81 e-con-full e-flex e-con e-child\" data-id=\"e98dd81\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5781676 animated-fast elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"5781676\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Conseils d'expert<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a506f4 animated-fast elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"1a506f4\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;,&quot;_animation_delay&quot;:100}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Oxilio vous aide \u00e0 trouver la solution id\u00e9ale pour votre entreprise.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-992f19a animated-fast text-balance elementor-invisible elementor-widget elementor-widget-text-editor\" data-id=\"992f19a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;,&quot;_animation_delay&quot;:150}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Nous vous offrons un accompagnement sur mesure, adapt\u00e9 aux besoins sp\u00e9cifiques de votre entreprise. Notre \u00e9quipe d&rsquo;experts est \u00e0 votre \u00e9coute pour vous fournir des conseils professionnels et personnalis\u00e9s.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9260322 e-con-full animated-fast e-flex elementor-invisible e-con e-child\" data-id=\"9260322\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;animation&quot;:&quot;fadeInUp&quot;,&quot;animation_delay&quot;:175}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2862d84 elementor-widget elementor-widget-button\" data-id=\"2862d84\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#elementor-action%3Aaction%3Dpopup%3Aopen%26settings%3DeyJpZCI6NDg4MCwidG9nZ2xlIjpmYWxzZX0%3D\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-calendar-clock\"><\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Planifier un appel avec un conseiller<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e73644b btn-has--blur elementor-widget elementor-widget-button\" data-id=\"e73644b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/oxilio.com\/fr\/oxilio\/contact\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contactez-nous<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-90cc24c e-flex e-con-boxed e-con e-parent\" data-id=\"90cc24c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>L\u2019IA cr\u00e9e une occasion r\u00e9elle de transformer l\u2019exp\u00e9rience client. Encore faut-il partir des bons probl\u00e8mes, pr\u00e9parer les \u00e9quipes et mettre en place les fondations n\u00e9cessaires pour produire des r\u00e9sultats durables. <\/p>\n","protected":false},"author":2,"featured_media":3938,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[302],"tags":[],"class_list":["post-7677","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blogue"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Arr\u00eater de courir apr\u00e8s les outils et commencer \u00e0 b\u00e2tir une strat\u00e9gie | Oxilio<\/title>\n<meta name=\"description\" content=\"Arr\u00eater de courir apr\u00e8s les outils et commencer \u00e0 b\u00e2tir une strat\u00e9gie - Consultez notre dernier article pour en savoir plus sur ce sujet cl\u00e9 et ses impacts sur votre secteur.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/oxilio.com\/fr\/arreter-de-courir-apres-les-outils-et-commencer-a-batir-une-strategie\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Arr\u00eater de courir apr\u00e8s les outils et commencer \u00e0 b\u00e2tir une strat\u00e9gie | Oxilio\" \/>\n<meta property=\"og:description\" content=\"Arr\u00eater de courir apr\u00e8s les outils et commencer \u00e0 b\u00e2tir une strat\u00e9gie - 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