{"id":6570,"date":"2021-07-05T12:53:00","date_gmt":"2021-07-05T12:53:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ca-fr\/?post_type=research-and-insight&#038;p=678156"},"modified":"2025-03-30T08:36:59","modified_gmt":"2025-03-30T08:36:59","slug":"digital-continuity-for-customer-service-2","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/ca-fr\/perspectives\/publications\/digital-continuity-for-customer-service\/","title":{"rendered":"Digital continuity for customer service"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/invent-hero-3.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/invent-hero-3.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/invent-hero-3.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/invent-hero-3.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/invent-hero-3.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/invent-hero-3.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/invent-hero-3.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/invent-hero-3.png?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\/07\/invent-hero-3.png\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" 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\">Digital Manufacturing<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Digital continuity for customer service<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/2021-FR-Digital-Continuity-for-Customer-Service.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Ouvrir dans une nouvelle fen\u00eatre\"><span>Point de Vue<\/span><span class=\"type\">3 Mo  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><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\/digital-continuity-for-customer-service\/\" 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-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/ca-fr\/perspectives\/publications\/digital-continuity-for-customer-service\/\" 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\">Le domaine du Service aux Clients conna\u00eet une mutation profonde, avec l\u2019\u00e9mergence de nouveaux mod\u00e8les \u00e9conomiques, port\u00e9s par des technologies de rupture. <\/h2><p class=\"intro-para-content\">Comment se positionner sur le march\u00e9 des Services ?\u00a0Quelles technologies retenir et quels investissements consentir ? L\u2019offre de Capgemini vise \u00e0 accompagner les Industriels dans cette transition, en les aidant \u00e0 b\u00e2tir leur strat\u00e9gie, et \u00e0 la mettre en \u0153uvre via des actions de transformation, et en int\u00e9grant des Solutions digitales performantes.<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><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<figure class=\"wp-block-image alignleft is-resized\"><a href=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/2021-FR-Digital-Continuity-for-Customer-Service.pdf\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/2\/2021\/07\/Lechainonmanquant.jpg\" alt=\"L\u2019attribut alt de cette image est vide, son nom de fichier est Lechainonmanquant.jpg.\" style=\"width:197px;height:273px\"\/><\/a><\/figure>\n\n\n\n<p>L\u2019utilisation des produits est plus volatile que jamais et \u00e9volue plus rapidement qu\u2019il ne faut de temps \u00e0 l\u2019industrie pour s\u2019adapter, ce qui \u00e9largit le foss\u00e9 entre la conception et l\u2019utilisation. En parall\u00e8le, de nouveaux mod\u00e8les \u00e9conomiques concurrentiels \u00e9mergent. Le service client, premier niveau de la satisfaction client, est sous pression pour r\u00e9pondre au mieux aux demandes des clients malgr\u00e9 un manque d\u2019informations valides et actualis\u00e9es. <\/p>\n\n\n\n<p>Ma\u00eetriser ces informations n\u00e9cessite d\u2019assembler les pi\u00e8ces d\u2019un puzzle \u00e9parpill\u00e9es entre fabricants, fournisseurs et clients. La transformation du service client vers une continuit\u00e9 num\u00e9rique entre les diff\u00e9rentes parties est donc un d\u00e9fi pour les entreprises afin d\u2019am\u00e9liorer la relation client et d\u00e9bloquer de nouvelles opportunit\u00e9s de croissance.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/2021-FR-Digital-Continuity-for-Customer-Service.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">T\u00e9l\u00e9chargez le Point de Vue<\/a><\/div>\n<\/div>\n<\/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\/07\/Cyrille-Greffe.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/Cyrille-Greffe.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-fr\/wp-content\/uploads\/sites\/6\/2022\/07\/Cyrille-Greffe.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\"><h3 class=\"profile-title\">Cyrille Greffe<\/h3><p class=\"box-position\">Principal Business Analyst<br>Capgemini<\/p><ul class=\"social-nav social-nav-icons\"><li><a aria-label=\"LinkedIn (en anglais seulement)\" href=\"https:\/\/www.linkedin.com\/in\/cyrillegreffe\/?originalSubdomain=fr\" target=\"_blank\" rel=\"noopener noreferrer\"><i class=\"icon-li\" aria-hidden=\"true\"><\/i><\/a><\/li><\/ul><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Le domaine du Service aux Clients conna\u00eet une mutation profonde, avec l\u2019\u00e9mergence de nouveaux mod\u00e8les \u00e9conomiques, port\u00e9s par des technologies de rupture. Comment se positionner sur le march\u00e9 des Services\u00a0? Quelles technologies retenir\u00a0et quels investissements consentir ? L\u2019offre de Capgemini vise \u00e0 accompagner les Industriels dans cette transition, en les aidant \u00e0 b\u00e2tir leur strat\u00e9gie, et \u00e0 la mettre en \u0153uvre via des actions de transformation, et en int\u00e9grant des Solutions digitales performantes.<\/p>\n","protected":false},"author":157,"featured_media":6571,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"6d4f9ee8-6fcf-4119-bffb-3b8b001a2bbb\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"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":79,"primary_term":"","featured_focal_points":""},"tags":[167],"research-and-insight-type":[159],"theme":[79],"brand":[],"service":[105],"industry":[],"partners":[],"content-group":[],"class_list":["post-6570","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","tag-intelligent-industry","research-and-insight-type-points-de-vue","theme-intelligent-industry","service-intelligent-industry"],"yoast_head":"<!-- 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