{"id":6498,"date":"2022-06-20T12:36:00","date_gmt":"2022-06-20T12:36:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ca-fr\/?post_type=research-and-insight&#038;p=672996"},"modified":"2025-03-30T08:05:10","modified_gmt":"2025-03-30T08:05:10","slug":"livre-blanc-customer-experience-webhelp","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/ca-fr\/perspectives\/publications\/livre-blanc-customer-experience-webhelp\/","title":{"rendered":"Automobile et mobilit\u00e9 : 5 \u00e9tapes pour am\u00e9liorer l\u2019exp\u00e9rience client et faire la diff\u00e9rence sur le march\u00e9"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n<header class=\"wp-block-cg-blocks-hero-reusable is-style-default header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/2022-FR-HeroBanner-Whitepaper-Capgemini-Webhelp.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/2022-FR-HeroBanner-Whitepaper-Capgemini-Webhelp.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/2022-FR-HeroBanner-Whitepaper-Capgemini-Webhelp.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/2022-FR-HeroBanner-Whitepaper-Capgemini-Webhelp.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/2022-FR-HeroBanner-Whitepaper-Capgemini-Webhelp.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/2022-FR-HeroBanner-Whitepaper-Capgemini-Webhelp.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/2022-FR-HeroBanner-Whitepaper-Capgemini-Webhelp.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/2022-FR-HeroBanner-Whitepaper-Capgemini-Webhelp.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/2022-FR-HeroBanner-Whitepaper-Capgemini-Webhelp.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:41% 0%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Automobile &amp; CX<\/span><\/div><\/div><div class=\"brandInfo\"><div class=\"brandLogo\"><img decoding=\"async\" loading=\"lazy\" src=\"\/wp-content\/themes\/capgemini2020\/assets\/images\/capgemini-invent.svg\" alt=\"capgemini-invent\"\/><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Automobile et mobilit\u00e9 : 5 \u00e9tapes pour am\u00e9liorer l\u2019exp\u00e9rience client et faire la diff\u00e9rence sur le march\u00e9<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\" id=\"introParaWrapper\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/ca-fr\/perspectives\/publications\/livre-blanc-customer-experience-webhelp\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ouvrir dans une nouvelle fen\u00eatre\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/ca-fr\/perspectives\/publications\/livre-blanc-customer-experience-webhelp\/&amp;text=Automobile et mobilit\u00e9 : 5 \u00e9tapes pour am\u00e9liorer l\u2019exp\u00e9rience client et faire la diff\u00e9rence sur le march\u00e9\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ouvrir dans une nouvelle fen\u00eatre\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/ca-fr\/perspectives\/publications\/livre-blanc-customer-experience-webhelp\/&amp;text=Automobile et mobilit\u00e9 : 5 \u00e9tapes pour am\u00e9liorer l\u2019exp\u00e9rience client et faire la diff\u00e9rence sur le march\u00e9\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ouvrir dans une nouvelle fen\u00eatre\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Une \u00ab\u00a0temp\u00eate parfaite\u00a0\u00bb, d\u2019envergure mondiale, a plong\u00e9 l\u2019industrie automobile dans la tourmente.<\/h2><p class=\"intro-para-content\">Nous vivons une \u00e9poque charni\u00e8re qui pourrait d\u00e9finir les gagnants et les perdants des 15 prochaines ann\u00e9es.<\/p><\/div><\/div><\/div><\/div><\/section>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\" id=\"quoteWrapper\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n\n<figure class=\"wp-block-image alignleft size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/2022-FR-Cover-Whitepaper-Capgemini-Webhelp.png?w=211\" alt=\"\" class=\"wp-image-672994\" width=\"178\" height=\"193\"\/><\/figure>\n\n\n<p>Personne ne se fait aucune illusion<\/p>\n\n\n<p>La m\u00e9tamorphose sera massive et les constructeurs doivent d\u00e9sormais choisir quelle voie ils souhaitent emprunter. <\/p>\n\n\n<p>Mais alors que la p\u00e9riode est charg\u00e9e en opportunit\u00e9s et risques, l\u2019exp\u00e9rience client reste la cl\u00e9 d\u2019un avantage strat\u00e9gique unique sur le court terme.<\/p>\n\n\n<div style=\"height:28px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<blockquote class=\"wp-block-quote is-style-default is-layout-flow wp-block-quote-is-layout-flow\">\n\n<p>\u00ab Quels sont les sujets sur lesquels les constructeurs automobiles doivent se concentrer d\u00e8s maintenant pour obtenir un avantage strat\u00e9gique pour l\u2019avenir, ind\u00e9pendamment de leurs strat\u00e9gies individuelles ? \u00bb<\/p>\n\n<\/blockquote>\n\n\n<p>Dans ce livre blanc, nous d\u00e9veloppons avec&nbsp;<a href=\"https:\/\/webhelp.com\/fr\/\">Webhelp<\/a>&nbsp;une feuille de route qui couvre 5 domaines pratiques pour aider les entreprises du secteur automobile :<\/p>\n\n\n<ol class=\"wp-block-list\" start=\"1\">\n\n<li>fournir des parcours client adapt\u00e9s<\/li>\n\n\n<li>am\u00e9liorer l\u2019exp\u00e9rience digitale<\/li>\n\n\n<li>tirer parti des donn\u00e9es pour une meilleure performance<\/li>\n\n\n<li>offrir un meilleur support en ligne<\/li>\n\n\n<li>mettre en place une boucle vertueuse de test, exp\u00e9rimentation, am\u00e9lioration pour d\u00e9ployer \u00e0 l\u2019\u00e9chelle<\/li>\n\n<\/ol>\n\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<div class=\"wp-block-cg-blocks-autocloud-form undefined autocloudform is-style-default\"><div class=\"section--autoCloud-form\"><div class=\"wrapperAutoCloudSection\" id=\"linkToForm\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12 col-lg-6 left-img align-self-center escaper-left\"><\/div><div class=\"  col-md-12\"><div class=\"autoCloudForm\"><h4 class=\"formHelpText\">T\u00e9l\u00e9chargez le Livre blanc<\/h4>\n\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_673005_1453931395\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\n\t\t\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"673005\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"97379b1031\" \/>\n\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_conditional_logic\" class=\"mf_form__title conditional_logic\" value=\"\" \/>\n\t\t\t\t\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_fields_country_dpo_field\" class=\"mf_form__title conditional_logic mf_form_fields_country_dpo_field\" value=\"\" \/>\n\n\t\t\t\t<!-- Anti-spam field -->\n\t\t\t\t<input type=\"text\" \n\t\t\t\t\tname=\"website_url\" \n\t\t\t\t\tclass=\"mf_field__url\" \n\t\t\t\t\tautocomplete=\"off\"\n\t\t\t\t\ttabindex=\"-1\"\n\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\tstyle=\"position:absolute;left:-9999px;width:1px;height:1px;opacity:0;pointer-events:none;\" \n\t\t\t\t\/>\n\t\t\t<\/form>\n\n\t\t\t<div class=\"mf_form__success\" tabindex=\"0\" role=\"alert\">\n\t\t\t\t\t\t\t\t<p>Merci ! Nous avons bien re\u00e7u votre formulaire.\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"mf_form__errors\">\n\t\t\t\t<p>D\u00e9sol\u00e9, la soumission du formulaire a \u00e9chou\u00e9. Merci de r\u00e9essayer.<\/p>\n\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t<script>\n\t\t\twindow.MF_CONFIG673005 = {\"673005\":{\"errors\":[],\"redirect\":\"\"}};\n\t\t<\/script>\n\t\n\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div style=\"height:54px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<section class=\"wp-block-cg-blocks-profile-card undefined profile-card section profile-card-slider\"><div class=\"container profileCardContainer\"><div class=\"profile-box\"><div class=\"row\"><div class=\"col-md-6 col-lg-3\"><div class=\"box\"><div class=\"box-author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/Photo-Franck-Dansaert.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/Photo-Franck-Dansaert.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/Photo-Franck-Dansaert.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><\/div><div class=\"col-md-6 col-lg-9 right-side-box\"><div class=\"row right-box\"><div class=\"col-lg-4 profile\"><h4>Franck Dansaert<\/h4><h5 class=\"box-position\">VP Automotive China &amp; Head of Automotive<br>Capgemini Invent<\/h5><ul class=\"social-nav\" id=\"social-nav-icons\"><\/ul><\/div><div class=\"col-lg-8 desc\"><p class=\"authorDesr\">Franck Dansaert est Head of Automotive chez Capgemini Invent. Franck a 25 ans d&#8217;exp\u00e9rience en strat\u00e9gie et organisation au seinde grandes entreprises automobiles pour lesquelles i a d\u00e9velopp\u00e9 des plans strat\u00e9giques, organis\u00e9 des entreprises ou encore am\u00e9lior\u00e9 l&#8217;efficacit\u00e9.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-profile-card undefined profile-card section profile-card-slider\"><div class=\"container profileCardContainer\"><div class=\"profile-box\"><div class=\"row\"><div class=\"col-md-6 col-lg-3\"><div class=\"box\"><div class=\"box-author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/Jerome-Coignard.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/Jerome-Coignard.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/06\/Jerome-Coignard.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><\/div><div class=\"col-md-6 col-lg-9 right-side-box\"><div class=\"row right-box\"><div class=\"col-lg-4 profile\"><h4>J\u00e9r\u00f4me Coignart<\/h4><h5 class=\"box-position\">CTO <br>Frog, part of Capgemini Invent<\/h5><ul class=\"social-nav\" id=\"social-nav-icons\"><\/ul><\/div><div class=\"col-lg-8 desc\"><p class=\"authorDesr\">J\u00e9r\u00f4me est CTO de frog, part of Capgemini Invent. Il a plus de 30 ans de leadership technologique dans des entreprises de l&#8217;automobile, des m\u00e9dias et du commerce \u00e9lectronique, allant des startups au Fortune 500. Il est actuellement impliqu\u00e9 dans plusieurs projets de mobilit\u00e9 et de services connect\u00e9s et aide ses clients \u00e0 saisir les opportunit\u00e9s commerciales g\u00e9n\u00e9r\u00e9es par les nouveaux logiciels.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Une &#8220;temp\u00eate parfaite&#8221;, d&#8217;envergure mondiale, a plong\u00e9 l&#8217;industrie automobile dans la tourmente.<\/p>\n","protected":false},"author":157,"featured_media":6499,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"2af3adad-2dd1-48a4-a5c7-6df22def36d7\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":0,"primary_term":"","featured_focal_points":"{\"x\":\"0.52\",\"y\":\"0.42\"}"},"tags":[188,201],"research-and-insight-type":[172],"theme":[],"brand":[160],"service":[170],"industry":[190],"partners":[],"content-group":[],"class_list":["post-6498","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","tag-automobile","tag-customer-experience","research-and-insight-type-rapport","brand-capgemini-invent","service-customer-experience-customer-first","industry-automobile"],"yoast_head":"<!-- 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