{"id":721717,"date":"2023-06-20T17:02:00","date_gmt":"2023-06-20T15:02:00","guid":{"rendered":"https:\/\/www.capgemini.com\/fr-fr\/?p=721717"},"modified":"2025-03-04T07:02:48","modified_gmt":"2025-03-04T06:02:48","slug":"perspectives-blog-telecoms-la-data-au-service-de-experience-client","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/telecoms-la-data-au-service-de-experience-client\/","title":{"rendered":"T\u00e9l\u00e9coms : la data au service de l&#8217;exp\u00e9rience client"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>T\u00e9l\u00e9coms\u00a0: la data au service de l\u2019exp\u00e9rience client<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/Capgemini-PC.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Yannick Martel &amp; Gr\u00e9gory Pilod<\/h5><h5 class=\"blog-date\">20 Juin 2023<\/h5><\/div><\/div><div class=\"brand-image\"> <\/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\/perspectives\/blog\/telecoms-la-data-au-service-de-experience-client\/\" 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\/perspectives\/blog\/telecoms-la-data-au-service-de-experience-client\/\" 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\">En prise directe et quasi-constante avec leurs clients, les op\u00e9rateurs t\u00e9l\u00e9coms disposent d\u2019un extraordinaire patrimoine de donn\u00e9es qu\u2019ils entendent mettre \u00e0 profit pour mieux les fid\u00e9liser, gr\u00e2ce \u00e0 l\u2019intelligence artificielle notamment.<\/h2><p class=\"intro-para-content\">En France, 95 % des plus de 15 ans poss\u00e8dent un t\u00e9l\u00e9phone portable et 92 % des foyers b\u00e9n\u00e9ficient d\u2019une connexion internet. Dans ce march\u00e9 mature, la fid\u00e9lisation repr\u00e9sente un enjeu majeur pour l\u2019ensemble des acteurs des t\u00e9l\u00e9coms, alors m\u00eame que les consommateurs sont de plus en plus exigeants, de mieux en mieux inform\u00e9s sur les offres de la concurrence et potentiellement tr\u00e8s volatils (80 % des forfaits mobiles sont vendus sans engagement). Pour se d\u00e9marquer, les op\u00e9rateurs n\u2019ont pas d\u2019autre choix que d\u2019actionner deux leviers d\u00e9sormais incontournables : <strong>une exp\u00e9rience client de haut niveau et un service irr\u00e9prochable.<\/strong><\/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<p>Le traitement de la data par l\u2019intelligence artificielle (IA) ouvre des perspectives d\u2019autant plus grandes qu\u2019en raison de la nature de leur activit\u00e9, les op\u00e9rateurs disposent de patrimoines de donn\u00e9es clients parmi les plus vastes au monde&nbsp;: \u00e9tat-civil, composition des foyers, usages (types de connexions, journaux d\u2019appels, g\u00e9olocalisation\u2026). Ces informations sont encore enrichies par les \u00e9changes sur les diff\u00e9rents canaux de relation client (en ligne, avec les centres d\u2019appel ou en boutique), qu\u2019ils soient de nature commerciale ou rel\u00e8vent de l\u2019apr\u00e8s-vente.<\/p>\n\n\n\n<p>Les op\u00e9rateurs ont commenc\u00e9 \u00e0 exploiter cette manne pour optimiser leur relation client sur le mod\u00e8le des g\u00e9ants du web (GAFAM) et des &#8220;pure players&#8221; les plus performants. Mais \u00e0 la diff\u00e9rence de ces derniers, les acteurs historiques ont h\u00e9rit\u00e9 d\u2019infrastructures peu souples en plus d\u2019\u00eatre tr\u00e8s silot\u00e9es, ce qui entrave la lib\u00e9ration des donn\u00e9es commerciales ou techniques. Seules une migration vers le cloud et la mise en place d\u2019une plateforme unifi\u00e9e peuvent permettre de d\u00e9velopper la connaissance et la satisfaction client.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-desamorcer-les-conflits\"><strong>D\u00e9samorcer les conflits<\/strong><\/h2>\n\n\n\n<p>Gr\u00e2ce \u00e0 des outils d\u2019IA, il est aujourd\u2019hui possible de pr\u00e9dire des anomalies de service en collectant les donn\u00e9es en temps r\u00e9el sur les r\u00e9seaux. Des mesures pr\u00e9ventives peuvent \u00eatre alors mises en place pour \u00e9viter les pannes ou pour signaler aux clients une \u00e9ventuelle interruption de service \u00e0 venir.<\/p>\n\n\n\n<p>En utilisant les fonctions d\u2019automatisation du CRM, des notifications sont envoy\u00e9es sur le canal pr\u00e9f\u00e9r\u00e9 de chaque client (SMS, e-mail, messagerie instantan\u00e9e\u2026). Cette approche proactive d\u00e9samorce les conflits, un sujet hautement sensible quand la fid\u00e9lit\u00e9 est un objectif \u00e0 atteindre.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-personnaliser-la-relation-client\"><strong>Personnaliser la relation client<\/strong><\/h2>\n\n\n\n<p>L\u2019IA analyse \u00e9galement de mani\u00e8re beaucoup plus fine les comportements clients. Lors d\u2019un appel au service apr\u00e8s-vente par exemple, le niveau de technicit\u00e9 du client, voire son humeur, peuvent \u00eatre d\u00e9tect\u00e9s pour lui apporter une r\u00e9ponse adapt\u00e9e. Il devient ainsi possible de le rediriger vers la boutique la plus proche s\u2019il n\u2019est pas technophile ou au contraire d\u2019engager un processus 100&nbsp;% en ligne pour les &#8220;digital natives&#8221;.<\/p>\n\n\n\n<p>En recoupant les donn\u00e9es d\u2019utilisation d\u2019un smartphone, la g\u00e9n\u00e9ration de l\u2019appareil ou encore les informations de connexion de la box wifi, les op\u00e9rateurs peuvent \u00e9galement recommander des forfaits adapt\u00e9s \u00e0 la consommation de chacun ou encore sugg\u00e9rer des services suppl\u00e9mentaires pertinents.<\/p>\n\n\n\n<p>Par exemple, il est possible d\u2019identifier d\u2019\u00e9ventuels probl\u00e8mes de connexion au wifi au domicile des clients gr\u00e2ce \u00e0 l\u2019analyse des anomalies remont\u00e9es par le r\u00e9seau. Les op\u00e9rateurs peuvent alors engager le dialogue de fa\u00e7on proactive en proposant par exemple aux clients concern\u00e9s un changement de box ou des r\u00e9p\u00e9teurs wifi.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-partenaire-de-confiance\"><strong>Partenaire de confiance<\/strong><\/h2>\n\n\n\n<p>Int\u00e9grer l\u2019intelligence artificielle aux op\u00e9rations quotidiennes implique un changement en profondeur des process des \u00e9quipes marketing, des forces de ventes, du service apr\u00e8s-vente\u2026 \u00c0 ce titre, la conduite du changement est essentielle.<\/p>\n\n\n\n<p>Si l\u2019impulsion de la direction g\u00e9n\u00e9rale constitue un pr\u00e9requis, le rapprochement avec un partenaire sp\u00e9cialiste de la transformation est tout aussi incontournable. Ce dernier va non seulement porter un regard ext\u00e9rieur et expert sur la situation, mais \u00e9galement mettre l\u2019op\u00e9rateur en contact avec tout un \u00e9cosyst\u00e8me de fournisseurs de solutions technologiques et l\u2019aider \u00e0 s\u00e9lectionner les plus pertinentes. Autre atout de taille&nbsp;: ce partenaire facilite la conduite du changement en f\u00e9d\u00e9rant l\u2019ensemble des activit\u00e9s autour de la data et de l\u2019IA.<\/p>\n\n\n\n<p>L\u2019utilisation de la data doit \u00eatre extr\u00eamement encadr\u00e9e pour respecter les lois actuelles et anticiper celles \u00e0 venir en mati\u00e8re de la protection des consommateurs notamment. Pour autant, l\u2019exploitation de l\u2019immense vivier de donn\u00e9es g\u00e9n\u00e9r\u00e9es chaque seconde par l\u2019utilisation de services de t\u00e9l\u00e9communication n\u2019est pas incompatible avec l\u2019imp\u00e9ratif de confidentialit\u00e9, avec l\u2019aide d\u2019un partenaire de confiance.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-relais-de-croissance\"><strong>Relais de croissance<\/strong><\/h2>\n\n\n\n<p>Au-del\u00e0 de l\u2019exp\u00e9rience client, cette transformation consacre la donn\u00e9e comme un actif dont la valeur ne cesse de cro\u00eetre, source de nouvelles opportunit\u00e9s business. De la m\u00eame mani\u00e8re que certains op\u00e9rateurs ont mis leurs r\u00e9seaux t\u00e9l\u00e9coms (fixe, mobile, data center&#8230;) \u00e0 disposition d\u2019exploitants tiers, ils pourront, dans un futur tr\u00e8s proche, commercialiser datas et services aupr\u00e8s d\u2019autres acteurs \u00e9conomiques. Et d\u00e9gager de nouveaux relais de croissance.&nbsp;<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h3 data-maxlength=\"34\">Nos experts<\/h3><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/04\/PIC-Yannick-Martel.webp\" alt=\"Yannick Martel\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 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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\/cloudification-reseaux-telcos\/\">\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\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/02\/DotCom_Banner_2880X1800-1.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/02\/DotCom_Banner_2880X1800-1.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\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/02\/DotCom_Banner_2880X1800-1.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/02\/DotCom_Banner_2880X1800-1.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\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/02\/DotCom_Banner_2880X1800-1.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/02\/DotCom_Banner_2880X1800-1.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\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/02\/DotCom_Banner_2880X1800-1.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/02\/DotCom_Banner_2880X1800-1.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\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/02\/DotCom_Banner_2880X1800-1.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\/cloudification-reseaux-telcos\/\" aria-label=\"Cloudification des r\u00e9seaux t\u00e9l\u00e9coms\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Telecoms<\/div>\n                                <h3 class=\"card-title\">Cloudification des r\u00e9seaux t\u00e9l\u00e9coms<\/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>\n                    <\/div><\/div><\/section>\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\"><\/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\/securiser-5g-pour-cybersecuriser-lindustrie\/\" aria-label=\"S\u00e9curiser la 5G pour cybers\u00e9curiser l&#039;industrie\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/11\/GettyImages-200365125-001-1.jpg?w=600&#038;quality=70\" style=\"object-position: 49% 100%; object-fit: cover;\" loading=\"lazy\" \/><\/a><\/div><div class=\"box-inner\"><div class=\"box-tag\"><\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/securiser-5g-pour-cybersecuriser-lindustrie\/\" aria-label=\"S\u00e9curiser la 5G pour cybers\u00e9curiser l&#039;industrie\"><h3 class=\"expert-subtitle\">S\u00e9curiser la 5G pour cybers\u00e9curiser l&#039;industrie<\/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\">nov. 30, 2023<\/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\/5g-hybride-pour-une-couverture-sans-couture\/\" aria-label=\"5G hybride : Les promesses d&#039;une couverture sans couture\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/11\/5G-Satellite-Banner-Blog.jpg?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\"><\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/5g-hybride-pour-une-couverture-sans-couture\/\" aria-label=\"5G hybride : Les promesses d&#039;une couverture sans couture\"><h3 class=\"expert-subtitle\">5G hybride : Les promesses d&#039;une couverture sans couture<\/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\">nov. 10, 2023<\/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\/mobilite-connectee-de-confiance\/\" aria-label=\"Pour une mobilit\u00e9 connect\u00e9e de confiance\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/05\/GettyImages-1164294814.jpg?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\"><\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/mobilite-connectee-de-confiance\/\" aria-label=\"Pour une mobilit\u00e9 connect\u00e9e de confiance\"><h3 class=\"expert-subtitle\">Pour une mobilit\u00e9 connect\u00e9e de confiance<\/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\">juin 5, 2023<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\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 43607bc7-7b08-483f-a0a0-90bee6686982\">\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 is-style-default\">\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 expBlock\">\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<div\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-title expBlock\">\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=\"T\u00e9l\u00e9coms\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tT\u00e9l\u00e9coms\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=\"Vous aider \u00e0 relever les d\u00e9fis li\u00e9s \u00e0 la transformation digitale du secteur comme le d\u00e9ploiement de la 5G, du cloud et d'autres technologies.\"\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\tVous aider \u00e0 relever les d\u00e9fis li\u00e9s \u00e0 la transformation digitale du secteur comme le d\u00e9ploiement de la 5G, du cloud et d&#8217;autres technologies.\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 class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"brand-logo-wrapper smallDevice\">\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<div class=\"btnDiv\"> <a class=\"more2\" data-maxlength=\"24\" aria-label=\"En savoir plus A propos T\u00e9l\u00e9coms\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t tabindex=\"0\" href=\"https:\/\/www.capgemini.com\/fr-fr\/secteurs\/telecoms\/\"\n\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\tEn savoir plus\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\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/09\/2022-FR-Capgemini_Industries_Telecoms.webp?w=1200&amp;quality=90 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/09\/2022-FR-Capgemini_Industries_Telecoms.webp?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\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/09\/2022-FR-Capgemini_Industries_Telecoms.webp?w=600&amp;quality=90 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/09\/2022-FR-Capgemini_Industries_Telecoms.webp?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\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/09\/2022-FR-Capgemini_Industries_Telecoms.webp?w=400&amp;quality=90 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/09\/2022-FR-Capgemini_Industries_Telecoms.webp?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\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/09\/2022-FR-Capgemini_Industries_Telecoms.webp?w=400&amp;quality=90 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/09\/2022-FR-Capgemini_Industries_Telecoms.webp?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\/fr-fr\/wp-content\/uploads\/sites\/6\/2022\/09\/2022-FR-Capgemini_Industries_Telecoms.webp\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tstyle=\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tobject-position: 50% 75%; object-fit: cover;\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\" 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\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\tstyle=\"\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\" 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\n\t\t\t<\/div>\n\n\t\t<\/section>\n\n\t\t","protected":false},"excerpt":{"rendered":"<p>En s&#8217;appuyant sur l&#8217;intelligence artificielle es donn\u00e9es clients les op\u00e9rateurs t\u00e9l\u00e9coms renforcent la fid\u00e9lit\u00e9 et l\u2019exp\u00e9rience client<\/p>\n","protected":false},"author":166,"featured_media":722067,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[21,41],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"f62d5bd3-e5fe-4a02-8401-8b63eaffeb9c\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"a422fdd6-dbec-4884-a733-bba259803c63\",\"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":true,"_yoast_wpseo_primary_brand":"30","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[3],"tags":[174],"brand":[30],"service":[45,49],"industry":[97],"partners":[],"blog-topic":[359],"content-group":[],"class_list":["post-721717","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-innovation","tag-ia-et-data","brand-capgemini","service-customer-experience-customer-first","service-ia-data","industry-telecoms","blog-topic-ia-data"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>T\u00e9l\u00e9coms : la data au service de l&#039;exp\u00e9rience client - Capgemini France<\/title>\n<meta name=\"description\" content=\"En s&#039;appuyant sur l&#039;intelligence artificielle des donn\u00e9es clients les op\u00e9rateurs t\u00e9l\u00e9coms renforcent la fid\u00e9lit\u00e9 et l\u2019exp\u00e9rience client.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/telecoms-la-data-au-service-de-experience-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"T\u00e9l\u00e9coms : la data au service de l&#039;exp\u00e9rience client\" \/>\n<meta property=\"og:description\" content=\"En s&#039;appuyant sur l&#039;intelligence artificielle des donn\u00e9es clients les op\u00e9rateurs t\u00e9l\u00e9coms renforcent la fid\u00e9lit\u00e9 et l\u2019exp\u00e9rience client.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/blog\/telecoms-la-data-au-service-de-experience-client\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini France\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-20T15:02:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-04T06:02:48+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Webpreview-ArticleBlog-data-service-experience-client-pour-les-telecoms.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" 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