{"id":734415,"date":"2023-10-31T16:31:16","date_gmt":"2023-10-31T15:31:16","guid":{"rendered":"https:\/\/www.capgemini.com\/fr-fr\/?page_id=734415&#038;preview_id=734415"},"modified":"2025-12-04T02:27:48","modified_gmt":"2025-12-04T01:27:48","slug":"contact-center-transformation","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/fr-fr\/solutions\/contact-center-transformation\/","title":{"rendered":"Contact center transformation"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:44% 25%\" 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\">Solution<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Contact center transformation<\/h1><\/div><h2 class=\"reasearchInsightTitle\">Fusionner l&#8217;exp\u00e9rience, la marque et la technologie des centres de contact en aidant les clients \u00e0 cr\u00e9er des exp\u00e9riences omnicanales coh\u00e9rentes, \u00e9volutives et sans frictions.<\/h2><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\"><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\/fr-fr\/solutions\/contact-center-transformation\/\" 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\/fr-fr\/solutions\/contact-center-transformation\/\" 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\"><p class=\"intro-para-content-withoutTitle\">La confiance est au c\u0153ur des services financiers. Votre centre de contact est la voix de votre entreprise &#8211; l\u00e0 o\u00f9 les clients posent leurs questions, expriment leurs craintes, leurs ambitions et exprime leur fid\u00e9lit\u00e9. Voici comment construire un centre de contact qui optimise l&#8217;exp\u00e9rience client et g\u00e9n\u00e8re de la valeur pour l&#8217;entreprise.<br><br>L&#8217;\u00e9volution des attentes des clients et l&#8217;attention renouvel\u00e9e port\u00e9e \u00e0 la rentabilit\u00e9 poussent les organisations \u00e0 envisager diff\u00e9remment les r\u00f4les et les op\u00e9rations des centres de contact.<br><br>Capgemini peut vous aider \u00e0 am\u00e9liorer l&#8217;exp\u00e9rience de vos clients au sein de vos centres de contact <strong>en identifiant les points faibles et les opportunit\u00e9s de collecter des donn\u00e9es <\/strong>strat\u00e9giquement pr\u00e9cieuses \u00e0 travers les canaux et les plateformes bancaires, tout au long du parcours client. Nous avons \u00e9t\u00e9 reconnus par Forrester et Everest pour notre strat\u00e9gie tourn\u00e9e vers l&#8217;avenir et pour notre large gamme de services &#8211; conseil, mise en \u0153uvre et ex\u00e9cution. Nous travaillerons avec vous pour concevoir un centre de contact qui g\u00e9n\u00e8re des exp\u00e9riences impactantes pour les clients et les agents. Ces exp\u00e9riences sont bas\u00e9es sur des id\u00e9es issues d&#8217;une conception centr\u00e9e sur l&#8217;humain et sur la science du comportement.<br><br><br>Gr\u00e2ce \u00e0 notre exp\u00e9rience de plus de 20 ans dans l&#8217;am\u00e9lioration des centres de contact et \u00e0 notre expertise des principales plateformes technologiques, nous menons \u00e0 bien des projets dans le secteur des services financiers, et ce \u00e0 l&#8217;\u00e9chelle mondiale.<br><br>D\u00e9couvrez comment une approche centr\u00e9e sur les personnes, combin\u00e9e au cloud, \u00e0 une exp\u00e9rience omnicanale, au libre-service et aux capacit\u00e9s avanc\u00e9es d&#8217;IA, permettra de g\u00e9n\u00e9rer de la valeur, des revenus, et d&#8217;inspirer la confiance \u00e0 chaque interaction.<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n\t\t<section\n\t\t\tclass=\"section section--lifeatcap-learning section--event-slider-careerInvent \">\n\n\t\t\t<div class=\"container\">\n\t\t\t\t<div class='career-invent-header'>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t<div class=\"slider slider-fader 7567f032-9206-4f2a-b865-abe28852c459\">\n\t\t\t\t\t\t\t\t\t<div class=\"slider-nav-wrapper smallDevice\">\n\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 text-center\">\n\t\t\t\t\t\t\t\t<div class=\"slider-nav\">\n\t\t\t\t\t\t\t\t\t<button class=\"slider-prev inactive\"\n\t\t\t\t\t\t\t\t\t\taria-label=\"Curseur pr\u00e9c\u00e9dent\"><\/button>\n\t\t\t\t\t\t\t\t\t<ul class=\"slider-paginator\"><\/ul>\n\t\t\t\t\t\t\t\t\t<button class=\"slider-next \"\n\t\t\t\t\t\t\t\t\t\taria-label=\"Curseur suivant\"><\/button>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"slider-list \">\n\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"slide active \">\n\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\tclass=\"slide-bg-wrapper wp-block-cg-blocks-career-invent \">\n\t\t\t\t\t\t\t\t<div class=\"bgImagesection\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"col-md-6 col-sm-12 box-inner \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\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\t\t\t\t\t\t\t\t\tclass=\"content-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"explore-header\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tdata-maxlength=\"68\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Leader en strat\u00e9gie d'exp\u00e9rience client\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tLeader en strat\u00e9gie d&#8217;exp\u00e9rience client\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\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\t\t\t\t\t\t\t\t\t\tclass=\"box-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4 data-maxlength=\"144\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Forrester d\u00e9signe Capgemini, sous sa marque frog, comme \"leader\" de la strat\u00e9gie d'exp\u00e9rience client.\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tstyle=\"white-space: pre-wrap;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tForrester d\u00e9signe Capgemini, sous sa marque frog, comme &#8220;leader&#8221; de la strat\u00e9gie d&#8217;exp\u00e9rience client.\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\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\t\t\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\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"btnDiv\"> <a class=\"more2\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tdata-maxlength=\"24\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\taria-label=\"En savoir plus A propos Leader en strat\u00e9gie d&#039;exp\u00e9rience client\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Opens in new window\" tabindex=\"0\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\thref=\"\/news\/analyst-recognition\/forrester-names-capgemini-under-its-frog-brand-a-leader-in-customer-experience-strategy\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tEn savoir plus\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a> <\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-md-6 col-sm-12 text-right box-img-wrapper escaper escaper-right\">\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Forrester-Leader-custome-experience-strategy-2.jpg?w=1200&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Forrester-Leader-custome-experience-strategy-2.jpg?w=1200&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Forrester-Leader-custome-experience-strategy-2.jpg?w=600&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Forrester-Leader-custome-experience-strategy-2.jpg?w=1200&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Forrester-Leader-custome-experience-strategy-2.jpg?w=400&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Forrester-Leader-custome-experience-strategy-2.jpg?w=800&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Forrester-Leader-custome-experience-strategy-2.jpg?w=400&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Forrester-Leader-custome-experience-strategy-2.jpg?w=800&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\" \/>\n\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" class=\"box-img\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrc=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Forrester-Leader-custome-experience-strategy-2.jpg\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tstyle=\"object-position: 54% 41%; object-fit: cover;\" alt=\"\" \/>\n\n\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t\t\t\t\t<!-- <img decoding=\"async\" class=\"box-img\" src=\"\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"\" alt=\"\"\n\t\t\t\t\t\t\t\t\t\t\/> -->\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\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\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"slide-reveal\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"slide active \">\n\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\tclass=\"slide-bg-wrapper wp-block-cg-blocks-career-invent \">\n\t\t\t\t\t\t\t\t<div class=\"bgImagesection\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"col-md-6 col-sm-12 box-inner \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\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\t\t\t\t\t\t\t\t\tclass=\"content-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"explore-header\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tdata-maxlength=\"68\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Hyperpersonnalisation pour les services financiers\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tHyperpersonnalisation pour les services financiers\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\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\t\t\t\t\t\t\t\t\t\tclass=\"box-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4 data-maxlength=\"144\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"R\u00e9volutionner les interactions clients pour accro\u00eetre leur satisfaction, r\u00e9duire l'attrition et augmenter le chiffre d'affaires.\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tstyle=\"white-space: pre-wrap;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tR\u00e9volutionner les interactions clients pour accro\u00eetre leur satisfaction, r\u00e9duire l&#8217;attrition et augmenter le chiffre d&#8217;affaires.\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\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\t\t\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\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"btnDiv\"> <a class=\"more2\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tdata-maxlength=\"24\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\taria-label=\"T\u00e9l\u00e9chargez le livre blanc A propos Hyperpersonnalisation pour les services financiers\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Opens in new window\" tabindex=\"-1\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\thref=\"https:\/\/www.capgemini.com\/fr-fr\/solutions\/hyper-personalization-for-financial-services\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tT\u00e9l\u00e9chargez le livre blanc\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a> <\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-md-6 col-sm-12 text-right box-img-wrapper escaper escaper-right\">\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Hyper-personalization_SP-Webpage_Background.jpg?w=1200&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Hyper-personalization_SP-Webpage_Background.jpg?w=1200&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Hyper-personalization_SP-Webpage_Background.jpg?w=600&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Hyper-personalization_SP-Webpage_Background.jpg?w=1200&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Hyper-personalization_SP-Webpage_Background.jpg?w=400&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Hyper-personalization_SP-Webpage_Background.jpg?w=800&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Hyper-personalization_SP-Webpage_Background.jpg?w=400&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Hyper-personalization_SP-Webpage_Background.jpg?w=800&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\" \/>\n\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" class=\"box-img\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrc=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Hyper-personalization_SP-Webpage_Background.jpg\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tstyle=\"object-position: 54% 41%; object-fit: cover;\" alt=\"\" \/>\n\n\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t\t\t\t\t<!-- <img decoding=\"async\" class=\"box-img\" src=\"\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"\" alt=\"\"\n\t\t\t\t\t\t\t\t\t\t\/> -->\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\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\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"slide-reveal\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"slide active \">\n\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\tclass=\"slide-bg-wrapper wp-block-cg-blocks-career-invent \">\n\t\t\t\t\t\t\t\t<div class=\"bgImagesection\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"col-md-6 col-sm-12 box-inner \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\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\t\t\t\t\t\t\t\t\tclass=\"content-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"explore-header\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tdata-maxlength=\"68\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Leader de l'ann\u00e9e dans les  services bancaires et financiers\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tLeader de l&#8217;ann\u00e9e dans les  services bancaires et financiers\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\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\t\t\t\t\t\t\t\t\t\tclass=\"box-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4 data-maxlength=\"144\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Capgemini a \u00e9t\u00e9 nomm\u00e9 \"Leader de l'ann\u00e9e pour les services bancaires et financiers\" par le groupe Everest.\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tstyle=\"white-space: pre-wrap;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tCapgemini a \u00e9t\u00e9 nomm\u00e9 &#8220;Leader de l&#8217;ann\u00e9e pour les services bancaires et financiers&#8221; par le groupe Everest.\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\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\t\t\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\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"btnDiv\"> <a class=\"more2\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tdata-maxlength=\"24\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\taria-label=\"En savoir plus A propos Leader de l&#039;ann\u00e9e dans les  services bancaires et financiers\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Opens in new window\" tabindex=\"-1\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\thref=\"\/news\/analyst-recognition\/capgemini-named-a-leader-of-the-year-in-banking-and-financial-services-as-well-as-in-insurance-in-everest-groups-it-service-provider-of-the-year-2023-report\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tEn savoir plus\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a> <\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-md-6 col-sm-12 text-right box-img-wrapper escaper escaper-right\">\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Leader-Banking-Financial-Services-Everest.jpg?w=1200&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Leader-Banking-Financial-Services-Everest.jpg?w=1200&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Leader-Banking-Financial-Services-Everest.jpg?w=600&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Leader-Banking-Financial-Services-Everest.jpg?w=1200&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Leader-Banking-Financial-Services-Everest.jpg?w=400&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Leader-Banking-Financial-Services-Everest.jpg?w=800&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Leader-Banking-Financial-Services-Everest.jpg?w=400&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Leader-Banking-Financial-Services-Everest.jpg?w=800&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\" \/>\n\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" class=\"box-img\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrc=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Leader-Banking-Financial-Services-Everest.jpg\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tstyle=\"object-position: 67% 60%; object-fit: cover;\" alt=\"\" \/>\n\n\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t\t\t\t\t<!-- <img decoding=\"async\" class=\"box-img\" src=\"\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"\" alt=\"\"\n\t\t\t\t\t\t\t\t\t\t\/> -->\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\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\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"slide-reveal\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t<div class=\"slider-nav-wrapper largeDevice\">\n\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 text-center\">\n\t\t\t\t\t\t\t\t<div class=\"slider-nav\">\n\t\t\t\t\t\t\t\t\t<button class=\"slider-prev inactive\"\n\t\t\t\t\t\t\t\t\t\taria-label=\"Curseur pr\u00e9c\u00e9dent\"><\/button>\n\t\t\t\t\t\t\t\t\t<ul class=\"slider-paginator\"><\/ul>\n\t\t\t\t\t\t\t\t\t<button class=\"slider-next\"\n\t\t\t\t\t\t\t\t\t\taria-label=\"Curseur suivant\"><\/button>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/section>\n\n\t\t\n\n\n<section class=\"wp-block-cg-blocks-how-we-do-it section section--howwedoit block-howwedoit\"><div class=\"container\"><div><div class=\"content-title\"><h2 data-maxlength=\"72\" class=\"expandable-heading-tag\">Notre expertise<\/h2><\/div><p><\/p><\/div><div class=\"section-content\">\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\">Moderniser et optimiser votre centre de contact<\/h3><\/div><div class=\"expander-subtitle\"><p class=\"small-description\">Pr\u00e9voir, construire et mesurer pour r\u00e9pondre \u00e0 l&#8217;\u00e9volution des besoins et des attentes des clients et des entreprises.<\/p><\/div><div class=\"expander-content\"><p><strong>Vision &amp; Strat\u00e9gie<\/strong><\/p><ul class=\"box-list\"><li>Articulez une image claire de l&#8217;avenir de votre centre de contact, puis d\u00e9finissez les \u00e9tapes et la mani\u00e8re dont vous mesurerez les progr\u00e8s.<\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<p><strong>Architecture &amp; Mise en oeuvre Business\/Technologique<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Vous \u00eates \u00e0 l&#8217;origine des exigences commerciales, des sp\u00e9cifications techniques\/architecturales et des conceptions d&#8217;interface utilisateur vocale (VUI).<\/li>\n<\/ul>\n\n\n\n<p><strong>R\u00e9imaginer l&#8217;exp\u00e9rience client<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Cr\u00e9er des parcours utilisateurs et concevoir les futurs (omnicanaux, self-service, personnalisation, automatisation, collaboration, suivi de la r\u00e9solution).<\/li>\n<\/ul>\n\n\n\n<p><strong>Suivi et r\u00e9alisation de la valeur<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Mod\u00e9liser et mesurer le succ\u00e8s de votre transformation par rapport aux objectifs fix\u00e9s afin de soutenir un pilotage et une prise de d\u00e9cision cibl\u00e9s.<\/li>\n<\/ul>\n\n\n\n<p><strong>Gouvernance &amp; Assurance qualit\u00e9<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>D\u00e9ployer et appliquer des outils et des m\u00e9thodes de gestion de programme rigoureux pour s&#8217;assurer que l&#8217;ex\u00e9cution de la transformation reste sur la bonne voie.<\/li>\n<\/ul>\n\n\n\n<p><strong>Gestion organisationnelle du changement <\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Conduisez le changement dans votre organisation et garantissez une approche holistique, centr\u00e9e sur les personnes et collaborative pour acc\u00e9l\u00e9rer l&#8217;ex\u00e9cution.<\/li>\n<\/ul>\n\n\n\n<p><strong>Le moteur de la transformation<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>B\u00e9n\u00e9ficier d&#8217;un contexte et d&#8217;une expertise (fonctionnelle\/industrielle\/technique)<\/li>\n<\/ul>\n<div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\">Strat\u00e9gie, conception et performance de l&#8217;exp\u00e9rience client<\/h3><\/div><div class=\"expander-subtitle\"><p class=\"small-description\">Transformez votre banque avec un design qui met l&#8217;exp\u00e9rience client au premier plan.<\/p><\/div><div class=\"expander-content\"><p><strong>Customer-centric<\/strong><\/p><ul class=\"box-list\"><li><strong>Strat\u00e9gie CX \u00e0 l&#8217;\u00e9chelle <\/strong>de l&#8217;organisation con\u00e7ue pour cr\u00e9er la meilleure exp\u00e9rience possible  dans toutes les interactions<\/li><li><strong style=\"color: initial; text-align: var(--bs-body-text-align);\">Strat\u00e9gie et ambitio<\/strong><span style=\"color: initial; text-align: var(--bs-body-text-align);\">n fond\u00e9es sur une connaissance approfondie des clients, de leurs comportements, de leurs pr\u00e9f\u00e9rences et de leurs besoins<\/span><\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<p><strong>Design inclusif<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Parcours client :<\/strong> une perspective ext\u00e9rieure qui cartographie toutes les interactions que les clients ont avec l&#8217;entreprise lorsqu&#8217;ils ach\u00e8tent des produits ou re\u00e7oivent des services.<\/li>\n\n\n\n<li><strong>Co-cr\u00e9ation : <\/strong>implication du client dans la conception et le d\u00e9veloppement de produits\/services<\/li>\n\n\n\n<li>Innovation avec des partenaires, ou partenariats avec des entreprises d&#8217;autres secteurs, pour d\u00e9gager de nouvelles sources de valeur.<\/li>\n\n\n\n<li><strong>Essais et d\u00e9veloppement : <\/strong>Essais et d\u00e9veloppement rapides, ax\u00e9s sur la conception, de solutions (PoC, prototypage, pilotage, MVP).<\/li>\n<\/ul>\n\n\n\n<p><strong>Des exp\u00e9riences incomparables<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Omnicanales : <\/strong>orchestration d&#8217;exp\u00e9riences client transparentes et coh\u00e9rentes \u00e0 travers les canaux digitaux et humains.<\/li>\n\n\n\n<li><strong>Exp\u00e9rience des canaux num\u00e9riques : <\/strong>exp\u00e9riences num\u00e9riques sans friction pour les utilisateurs \u00e0 travers tous les points de contact de votre parcours client<\/li>\n\n\n\n<li><strong>Prochaine meilleure action :<\/strong> D\u00e9finir et fournir les meilleures actions suivantes au bon moment \u00e0 travers tous les points de contact<\/li>\n\n\n\n<li><strong>Employ\u00e9s augment\u00e9s : <\/strong>Outils num\u00e9riques permettant \u00e0 tous les employ\u00e9s d&#8217;offrir d&#8217;excellentes exp\u00e9riences aux clients<\/li>\n\n\n\n<li><strong>Centre d&#8217;exp\u00e9rience client : <\/strong>Centre central pour d\u00e9finir et garantir des exp\u00e9riences client exemplaires \u00e0 travers tous les points de contact<\/li>\n<\/ul>\n<div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\">Op\u00e9rations de service autonomes<\/h3><\/div><div class=\"expander-subtitle\"><p class=\"small-description\">Une \u00e9tude r\u00e9cente du Capgemini Research Institute sur la mise en \u0153uvre d&#8217;une exp\u00e9rience client sans contact r\u00e9v\u00e8le que le client du futur est plus susceptible d&#8217;utiliser des solutions &#8220;sans contact&#8221; telles que les caisses sans caissier, la reconnaissance vocale, la livraison par drone, etc. Qu&#8217;est-ce que cela signifie pour le centre de contact et comment ces types de solutions peuvent-elles \u00eatre utilis\u00e9es pour cr\u00e9er des op\u00e9rations de centre de contact sans contact ?<\/p><\/div><div class=\"expander-content\"><p><strong>Automatisation intelligente pour un centre de contact sans friction<\/strong><br>La bonne combinaison d&#8217;auto-assistance et d&#8217;agents automatis\u00e9s am\u00e9liore l&#8217;exp\u00e9rience des clients, des agents et de l&#8217;entreprise.<br><br><strong>Notre approche :<\/strong><\/p><ul class=\"box-list\"><li><strong>Strat\u00e9gie<\/strong><ul><li>Comprendre votre maturit\u00e9 en mati\u00e8re d&#8217;automatisation, votre strat\u00e9gie et votre paysage technologique afin de d\u00e9finir le nouveau mod\u00e8le op\u00e9rationnel cible.<\/li><\/ul><\/li><li><strong>Opportunit\u00e9<\/strong><ul><li>D\u00e9couvrir et approuver les opportunit\u00e9s d&#8217;automatisation gr\u00e2ce \u00e0 la d\u00e9couverte \u00e0 l&#8217;\u00e9chelle bas\u00e9e sur les donn\u00e9es<\/li><\/ul><\/li><li><strong>Mise en oeuvre<\/strong><ul><li>R\u00e9aliser des projets transformateurs d&#8217;automatisation intelligente avec l&#8217;aide d&#8217;un groupe mondial d&#8217;experts<\/li><\/ul><\/li><li><strong>Support<\/strong><ul><li>G\u00e9rez votre main-d&#8217;oeuvre digitale veillez \u00e0 ce que les processus op\u00e9rationnels soient ex\u00e9cut\u00e9s rapidement et avec qualit\u00e9.<\/li><\/ul><\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Technologie et data<\/h4><\/div><div class=\"expander-subtitle\"><h5>L&#8217;ad\u00e9quation entre la technologie et les outils de gestion des donn\u00e9es.<\/h5><\/div><div class=\"expander-content\"><p>Votre centre de contact peut b\u00e9n\u00e9ficier des atouts suivants :<\/p><ul class=\"box-list\"><li>Plateformes de centre de contact en tant que service (CCaaS) + IVR + Routage<\/li><li>CRM<\/li><li>Plateformes num\u00e9riques et d&#8217;IA conversationnelle<\/li><li>Plateformes d&#8217;optimisation de la main-d&#8217;\u0153uvre (WFO)<\/li><li>Perspectives, donn\u00e9es, API, analyses<\/li><li>Bureau et d\u00e9veloppement d&#8217;agents<\/li><li>ChatGPT<\/li><li>Metavers<\/li><li>Omnicanalit\u00e9<\/li><li>Plateformes de gestion de l&#8217;exp\u00e9rience client<\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n<p>La cl\u00e9 de toutes les technologies de centre de contact est de maintenir un \u00e9tat d&#8217;esprit ax\u00e9 sur les personnes. Des technologies identiques peuvent conduire \u00e0 des exp\u00e9riences tr\u00e8s diff\u00e9rentes, selon la mani\u00e8re dont elles sont d\u00e9ploy\u00e9es.<\/p>\n\n\n<p>Vos clients voient-ils votre chatbot comme une opportunit\u00e9 de r\u00e9solution imm\u00e9diate ou comme un obstacle ind\u00e9sirable \u00e0 l&#8217;obtention d&#8217;une &#8220;vraie personne&#8221; ?<\/p>\n\n\n<p>Consid\u00e8rent-ils la r\u00e9ponse vocale interactive comme un moyen d&#8217;obtenir l&#8217;aide dont ils ont besoin du premier coup, ou comme un labyrinthe dans lequel ils doivent s&#8217;orienter ?<\/p>\n\n\n<p>Votre centre de contact est le visage de votre entreprise. Montrez \u00e0 vos clients qui vous \u00eates et fid\u00e9lisez-les \u00e0 chaque interaction.<\/p>\n\n<div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\">Gestion des centres de contact<\/h3><\/div><div class=\"expander-subtitle\"><p class=\"small-description\">R\u00e9imaginez l&#8217;exp\u00e9rience client pour obtenir un parcours omnicanal sans friction.<\/p><\/div><div class=\"expander-content\"><p><\/p><ul class=\"box-list\"><li>Offre de strat\u00e9gie et d&#8217;optimisation : \u00e9valuations commerciales\/technologiques, analyses comparatives, \u00e9valuation de la maturit\u00e9 CX, consolidation des centres de contact ou fusions-acquisitions, etc.<\/li><li>BPO et\/ou Workforce Management (WFM) BPO : gestion des op\u00e9rations de votre centre d&#8217;appels\/des \u00e9quipes de service \u00e0 la client\u00e8le et de la technologie ou de l&#8217;\u00e9quipe WFM uniquement.<\/li><li>Data &amp; Analytics<\/li><\/ul><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-odd \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Publications<\/h2><\/div><div class=\"layout-single-card\">\n                      <div class=\"row align-items-center w-lg-100\">\n                        <div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/world-corporate-and-investment-banking-report\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/WCIB-2026_Webpage-Banner_2880x1800px_db1c3a.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/WCIB-2026_Webpage-Banner_2880x1800px_db1c3a.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/WCIB-2026_Webpage-Banner_2880x1800px_db1c3a.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/WCIB-2026_Webpage-Banner_2880x1800px_db1c3a.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/WCIB-2026_Webpage-Banner_2880x1800px_db1c3a.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/WCIB-2026_Webpage-Banner_2880x1800px_db1c3a.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/WCIB-2026_Webpage-Banner_2880x1800px_db1c3a.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/WCIB-2026_Webpage-Banner_2880x1800px_db1c3a.jpg?w=1000&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/03\/WCIB-2026_Webpage-Banner_2880x1800px_db1c3a.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div>\n                            <div class=\"col-12 col-md-5 col-lg-7\"><\/div>\n                        <div class=\"col-12 col-md-7 col-lg-5\">\n                            <a href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/world-corporate-and-investment-banking-report\/\" aria-label=\"World Corporate and Investment Banking Report\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Rapport<\/div>\n                                <h3 class=\"card-title\">World Corporate and Investment Banking Report<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                     <\/div>\n                    <\/div><div class=\"layout-two-card cards-reversed\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/reinventer-kyc-avec-pkyc\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/02\/pKYC-capcom-banner.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/02\/pKYC-capcom-banner.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/02\/pKYC-capcom-banner.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/02\/pKYC-capcom-banner.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/02\/pKYC-capcom-banner.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/02\/pKYC-capcom-banner.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/02\/pKYC-capcom-banner.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/02\/pKYC-capcom-banner.jpg?w=700&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2026\/02\/pKYC-capcom-banner.jpg\" alt=\"pKYC\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-md-6 col-lg-4 flex-sm-order-reverse\">\n                            <a href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/top-trends-2026-assurance\/\" aria-label=\"Top trends 2026 \u2013 Assurance\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Rapport<\/div>\n                                <h3 class=\"card-title\">Top trends 2026 \u2013 Assurance<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/reinventer-kyc-avec-pkyc\/\" aria-label=\"R\u00e9inventer le KYC avec le\u00a0Perpetual\u00a0KYC\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">Point de vue<\/div>\n                                <h3 class=\"card-title\">R\u00e9inventer le KYC avec le\u00a0Perpetual\u00a0KYC<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini.svg\" alt=\"capgemini\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-white.svg\" alt=\"capgemini\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><\/div>\n                    <\/div><\/div><\/section>\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-11 col-lg-10\"><h2 class=\"intro-para-title\">Cas client<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\t<section class=\"wp-block-cg-blocks-wrapper-learning-slider section learning-slider\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"learning-header\">\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t<div class=\"slider slider-fader\">\n\t\t\t\t<div class=\"slider-list\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide active card-learning-slide left-card short-copy\" data-align-right=\"true\" data-long-copy=\"false\">\n\t\t\t\t\t\t\t\t<div>\n\t\t\t\t\t\t\t\t\t<div class=\"slide-bg-wrapper\">\n\n                                        \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n                                            \n                                            \n                                            \n                                            <img decoding=\"async\" loading=\"lazy\" class=\"slide-bg d-md-block\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Anonymouos_Contact_Center_Banner-2880x1800-1.jpg\" alt=\"\" style=\"object-position: 50% 50%;object-fit: cover\" \/>\n                                        \n\n                  \t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"slide-reveal\"><\/div>\n\n\t\t\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper card-learning-slider\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-lg-10 col-xl-6 col-xxl-6 offset-lg-2 offset-xl-6 offset-xxl-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide-info short-copy\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"title-link\" href=\"\/news\/client-stories\/developing-a-one-unified-desktop-contact-center-for-a-leading-international-financial-institution\/\" target=\"\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"title-text\" data-maxlength=\"0\">Lib\u00e9rer le potentiel du service omnicanal : un cas concret<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p data-maxlength=\"400\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tD\u00e9couvrez comment une soci\u00e9t\u00e9 de services financiers de premier plan a r\u00e9volutionn\u00e9 l&#039;exp\u00e9rience de ses clients gr\u00e2ce \u00e0 une technologie de pointe.\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide-info-footer\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"brand-logo-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\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\t\t\t\t\t\t\t\t\t<\/div>\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"btnDiv\">\t<a class=\"more2\" aria-label=\"En savoir plus A propos Lib\u00e9rer le potentiel du service omnicanal : un cas concret\" href=\"\/news\/client-stories\/developing-a-one-unified-desktop-contact-center-for-a-leading-international-financial-institution\/\" target=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tEn savoir plus\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t         \t\t\t<\/div>\n\n\n\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"slider-nav-wrapper container\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"slider-nav-content col-12 col-lg-10 col-xl-6 col-xxl-6\" data-nav-content>\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide-nav-container\">\n                                                                                                            <\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t<\/section>\n\n\t\n\n<section class=\"section section--expert-perspectives\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"expert-heading\">Articles de blog<\/h2><\/div><\/div><div class=\"expert-prospective-container\"><div class=\"row\"><div class=\"col-12 col-md-4 row-space\"><div class=\"box\"><div class=\"box-img-wrapper\"><a href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/invisibiliser-la-banque-de-detail-avec-le-cloud-et-lapisation\/\" aria-label=\"Invisibiliser la banque de d\u00e9tail avec le Cloud et l\u2019APIsation\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/05\/GettyImages-2148852052.jpeg?w=600&#038;quality=70\" style=\"object-position: 50% 50%; object-fit: cover;\" loading=\"lazy\" \/><\/a><\/div><div class=\"box-inner\"><div class=\"box-tag\">Cloud, Transformation<\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/invisibiliser-la-banque-de-detail-avec-le-cloud-et-lapisation\/\" aria-label=\"Invisibiliser la banque de d\u00e9tail avec le Cloud et l\u2019APIsation\"><h3 class=\"expert-subtitle\">Invisibiliser la banque de d\u00e9tail avec le Cloud et l\u2019APIsation<\/h3><\/a><div class=\"box-bottom\">\n\t\t   <div class=\"box-logo\"><img decoding=\"async\" class=\"light\" loading=\"lazy\" alt=\"Capgemini\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/cg-logo-blue.svg\" \/><img decoding=\"async\" class=\"dark\" loading=\"lazy\" alt=\"Capgemini\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/cg-logo-white.svg\" \/><\/div><div class=\"date-name-info\"><div class=\"author-text\">Capgemini<\/div><div class=\"date-text\">mai 28, 2025<\/div><\/div><\/div><\/div><\/div><\/div><div class=\"col-12 col-md-4 row-space\"><div class=\"box\"><div class=\"box-img-wrapper\"><a href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/hyper-personnaliser-la-banque-de-detail-a-travers-une-approche-hyper-ethique\/\" aria-label=\"Hyper-personnaliser la banque de d\u00e9tail \u00e0 travers une approche hyper-\u00e9thique\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/05\/Business-people-in-the-office.-1487838142_5478x3652.jpeg?w=600&#038;quality=70\" style=\"object-position: 50% 50%; object-fit: cover;\" loading=\"lazy\" \/><\/a><\/div><div class=\"box-inner\"><div class=\"box-tag\">IA &amp; Data, Transformation<\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/hyper-personnaliser-la-banque-de-detail-a-travers-une-approche-hyper-ethique\/\" aria-label=\"Hyper-personnaliser la banque de d\u00e9tail \u00e0 travers une approche hyper-\u00e9thique\"><h3 class=\"expert-subtitle\">Hyper-personnaliser la banque de d\u00e9tail \u00e0 travers une approche hyper-\u00e9thique<\/h3><\/a><div class=\"box-bottom\">\n\t\t   <div class=\"box-logo\"><img decoding=\"async\" class=\"light\" loading=\"lazy\" alt=\"Capgemini\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/cg-logo-blue.svg\" \/><img decoding=\"async\" class=\"dark\" loading=\"lazy\" alt=\"Capgemini\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/cg-logo-white.svg\" \/><\/div><div class=\"date-name-info\"><div class=\"author-text\">Capgemini<\/div><div class=\"date-text\">mai 23, 2025<\/div><\/div><\/div><\/div><\/div><\/div><div class=\"col-12 col-md-4 row-space\"><div class=\"box\"><div class=\"box-img-wrapper\"><a href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/passer-de-lexperimentation-a-la-transformation-de-la-banque-de-detail-avec-la-gen-ai\/\" aria-label=\"Passer de l\u2019exp\u00e9rimentation \u00e0 la transformation de la banque de d\u00e9tail avec la GenAI\u00a0\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2025\/05\/GettyImages-1917134691.jpeg?w=600&#038;quality=70\" style=\"object-position: 50% 50%; object-fit: cover;\" loading=\"lazy\" \/><\/a><\/div><div class=\"box-inner\"><div class=\"box-tag\">IA &amp; Data, Transformation<\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/passer-de-lexperimentation-a-la-transformation-de-la-banque-de-detail-avec-la-gen-ai\/\" aria-label=\"Passer de l\u2019exp\u00e9rimentation \u00e0 la transformation de la banque de d\u00e9tail avec la GenAI\u00a0\"><h3 class=\"expert-subtitle\">Passer de l\u2019exp\u00e9rimentation \u00e0 la transformation de la banque de d\u00e9tail avec la GenAI\u00a0<\/h3><\/a><div class=\"box-bottom\">\n\t\t   <div class=\"box-logo\"><img decoding=\"async\" class=\"light\" loading=\"lazy\" alt=\"Capgemini\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/cg-logo-blue.svg\" \/><img decoding=\"async\" class=\"dark\" loading=\"lazy\" alt=\"Capgemini\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/themes\/capgemini2025\/assets\/images\/cg-logo-white.svg\" \/><\/div><div class=\"date-name-info\"><div class=\"author-text\">Capgemini<\/div><div class=\"date-text\">mai 13, 2025<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-wrapper-partners undefined section section--partners-small\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"partner-heading\">Partenaires<br><a href=\"https:\/\/www.capgemini.com\/fr-fr\/notre-groupe\/partenaires-technologiques\/amazon-web-services\/\"><\/a><\/h2><\/div><div class=\"row\">\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/fr-fr\/notre-groupe\/partenaires-technologiques\/amazon-web-services\/\" class=\"partner-box-title\" aria-label=\"Lib\u00e9rez une croissance durable gr\u00e2ce \u00e0 une innovation aliment\u00e9e par le cloud.\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/aws.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-AWS.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/fr-fr\/notre-groupe\/partenaires-technologiques\/google-cloud\/\" class=\"partner-box-title\" aria-label=\"Lib\u00e9rez ce qui est possible. Innovez pour la croissance et r\u00e9inventez vos mod\u00e8les d&#039;entreprise.\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/google-cloud.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-GoogleCloud.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/fr-fr\/notre-groupe\/partenaires-technologiques\/microsoft\/\" class=\"partner-box-title\" aria-label=\"Travailler ensemble pour aider les entreprises \u00e0 accro\u00eetre leur valeur commerciale.\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/microsoft.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-microsoft.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/fr-fr\/notre-groupe\/partenaires-technologiques\/salesforce\/\" class=\"partner-box-title\" aria-label=\"Aider les marques \u00e0 offrir des exp\u00e9riences personnalis\u00e9es, engageantes, pertinentes et m\u00e9morables.\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/salesforce.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-salesforce.png?w=350&#038;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n<\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-call-to-action undefined is-style-cg-secondary-3 call-to-action-block\"><div class=\"container\"><div class=\"call-to-action-block-content-wrapper has-description\"><div class=\"text-wrapper has-description\"><h3 class=\"title\" data-maxlength=\"144\">Rejoignez-nous sur LinkedIn<\/h3><p class=\"description\" data-maxlength=\"210\">Connectez-vous avec nos experts et lisez les derni\u00e8res informations sur l&#8217;industrie sur notre page LinkedIn d\u00e9di\u00e9e.<\/p><\/div><div class=\"button-wrapper has-description\"><a class=\"cta-btn action-valid\" href=\"https:\/\/www.linkedin.com\/showcase\/capgemini-fs\/\" target=\"_blank\" rel=\"noopener noreferrer\" aria-label=\"Nous suivre A propos Rejoignez-nous sur LinkedIn\" title=\"Ouvrir dans une nouvelle fen\u00eatre\" data-maxlength=\"24\" tabindex=\"0\"> Nous suivre 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