{"id":722534,"date":"2023-07-10T11:59:35","date_gmt":"2023-07-10T09:59:35","guid":{"rendered":"https:\/\/www.capgemini.com\/fr-fr\/?post_type=research-and-insight&#038;p=722534"},"modified":"2025-03-04T03:54:01","modified_gmt":"2025-03-04T02:54:01","slug":"maitriser-le-processus-de-la-voix-du-client-voc-dans-lindustrie-automobile","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/fr-fr\/perspectives\/publications\/maitriser-processus-voix-client-secteur-automobile\/","title":{"rendered":"Ma\u00eetriser le processus de la Voix du Client (VoC) dans l&#8217;industrie automobile"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce_LandingPage-2880x1800-1.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce_LandingPage-2880x1800-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce_LandingPage-2880x1800-1.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce_LandingPage-2880x1800-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce_LandingPage-2880x1800-1.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce_LandingPage-2880x1800-1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce_LandingPage-2880x1800-1.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce_LandingPage-2880x1800-1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce_LandingPage-2880x1800-1.jpg\" 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\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Ma\u00eetriser le processus de la Voix du Client (VoC) dans l&#8217;industrie automobile<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><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\/publications\/maitriser-processus-voix-client-secteur-automobile\/\" 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\/publications\/maitriser-processus-voix-client-secteur-automobile\/\" 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\">Ce point de vue met en lumi\u00e8re l&#8217;importance de la connaissance des avis clients pour am\u00e9liorer l&#8217;exp\u00e9rience et la fid\u00e9lisation de ces derniers dans l&#8217;industrie automobile.<\/h2><\/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 size-large is-resized\"><a href=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/07\/Cap_PoV_Salesforce_WEB.pdf\"><img loading=\"lazy\" decoding=\"async\" height=\"1024\" width=\"724\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce-COUV.jpg?w=724\" alt=\"\" class=\"wp-image-722541\" style=\"width:181px;height:256px\" srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce-COUV.jpg 1191w, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce-COUV.jpg?resize=212,300 212w, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce-COUV.jpg?resize=768,1086 768w, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce-COUV.jpg?resize=724,1024 724w, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/06\/Cap_PoV_Salesforce-COUV.jpg?resize=1086,1536 1086w\" sizes=\"auto, (max-width: 724px) 100vw, 724px\" \/><\/a><\/figure>\n\n\n\n<p>La Voix du Client (VoC) est un processus qui consiste \u00e0 \u00e9couter les commentaires des clients, \u00e0 les interpr\u00e9ter et \u00e0 prendre des mesures pour am\u00e9liorer leur exp\u00e9rience et les fid\u00e9liser.<\/p>\n\n\n\n<p>L&#8217;utilisation de la Voix du Client (VoC) peut permettre aux constructeurs automobiles d&#8217;am\u00e9liorer leur comp\u00e9titivit\u00e9, de renforcer la fid\u00e9lit\u00e9 des clients et d&#8217;am\u00e9liorer leur image de marque.<br>Le retour sur investissement (ROI) de la Voix du Client dans l&#8217;industrie automobile peut \u00eatre substantiel, conduisant \u00e0 une meilleure qualit\u00e9 des produits, une plus grande fid\u00e9lit\u00e9 des clients, une meilleure r\u00e9putation de la marque et une r\u00e9duction des co\u00fbts.<\/p>\n\n\n\n<p>Les donn\u00e9es relatives aux commentaires des clients sont collect\u00e9es \u00e0 partir de diff\u00e9rentes sources, qui varient en fonction du type d&#8217;entreprise.<br>En int\u00e9grant des plateformes telles que Salesforce Service Cloud, CRM Analytics, Snowflake et Tableau RServer, on obtient une architecture VoC performante qui permettra de g\u00e9rer efficacement les donn\u00e9es des retours clients et d&#8217;am\u00e9liorer leur exp\u00e9rience.<\/p>\n\n\n\n<p>Dans cette publication, nous proc\u00e9derons \u00e0 une analyse exhaustive de trois cas d&#8217;utilisation li\u00e9s \u00e0 cette architecture int\u00e9gr\u00e9e. Ces cas d&#8217;utilisation comprennent&nbsp;: le classement par hi\u00e9rarchie pour la Voix du client (VoC), l&#8217;identification de cas similaires dans les r\u00e9clamations des clients de l&#8217;industrie automobile, et le Compte \u00e0 la Demande (ODA). <\/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\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/07\/Cap_PoV_Salesforce_WEB.pdf\"><strong>T\u00e9l\u00e9charger le point de vue<\/strong><\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<div style=\"height:61px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\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\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Auteur :<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\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\/2023\/05\/My-photo-grayscale.png\" alt=\"Ramzi Haddad\"\/>\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 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Ouvrir dans une nouvelle fen\u00eatre\" href=\"https:\/\/www.linkedin.com\/in\/ramzihaddad\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Ramzi Haddad<\/h3>\n\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<span>Vice President, Entreprise Architect<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Ouvrir dans une nouvelle fen\u00eatre\" href=\"https:\/\/www.linkedin.com\/in\/ramzihaddad\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\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\t\t<div class=\"people-info\">Ramzi HADDAD est Vice-Pr\u00e9sident architecte d&#8217;entreprise pour APPs DCX chez Capgemini Group. Fort d&#8217;une exp\u00e9rience riche de plus de 15 ans dans le domaine de la transformation de l&#8217;exp\u00e9rience client num\u00e9rique (DCX), il a \u00e9t\u00e9 \u00e0 l&#8217;avant-garde pour aider nos clients \u00e0 adopter de nouvelles technologies afin d&#8217;am\u00e9liorer la valeur commerciale et de passer \u00e0 une approche centr\u00e9e sur le client.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n\n\n\n<div style=\"height:59px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-card-text-pic wrapperCardTextPic hero-bg-shape\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"card-text-pic-heading\">Notre expertise sectorielle<\/h2><\/div><div class=\"row\"><div class=\"col-md-12\">\n<div class=\"wp-block-cg-blocks-card-text-pic-left\"><div class=\"row card-text-pic leftCard\"><div class=\"col-md-12\"><div class=\"box--section\"><div class=\"box row-nobleed\"><div class=\"col-lg-5 col-md-12 box-img-wrapper \"><a href=\"https:\/\/www.capgemini.com\/fr-fr\/secteurs\/automobile\/\" aria-label=\"Read more about Automobile\" target=\"\" rel=\"noopener noreferrer\" title=\"\"><picture><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp?w=1000&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp?w=1000&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp?w=1000&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp?w=768&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp?w=556&amp;quality=70 1x, https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp?w=556&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/fr-fr\/wp-content\/uploads\/sites\/6\/2023\/01\/Automotive-main-landing-page-banner_2880x1800px.webp\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/picture><\/a><\/div><div class=\"col-lg-8 col-md-12 box-inner \"><a href=\"https:\/\/www.capgemini.com\/fr-fr\/secteurs\/automobile\/\" aria-label=\"Automobile\" target=\"\" rel=\"noopener noreferrer\" title=\"\"><h4 class=\"titlewithLink\" data-maxlength=\"144\">Automobile<\/h4><\/a><p class=\"box-text\" data-maxlength=\"\">L\u2019\u00e9volution des comportements et des attentes des clients, les nouvelles r\u00e9glementations, la digitalisation et la pression sociale en faveur du d\u00e9veloppement durable ont introduit de nouvelles priorit\u00e9s parfois concurrentes, pour les entreprises automobiles.<\/p><div class=\"box-bottom\"><a aria-label=\"En savoir plus about Automobile\" class=\"more2\" data-maxlength=\"24\" href=\"https:\/\/www.capgemini.com\/fr-fr\/secteurs\/automobile\/\" target=\"\" rel=\"noopener noreferrer\" title=\"\">En savoir plus<\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Linkedin<br \/>\nCe point de vue met en lumi\u00e8re l&#8217;importance de la connaissance des avis clients pour am\u00e9liorer l&#8217;exp\u00e9rience et la fid\u00e9lisation de ces derniers dans l&#8217;industrie automobile.<\/p>\n","protected":false},"author":201,"featured_media":722536,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"9fa7de29-45c1-4c3c-81e3-27bad2bfffc5\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"ea1f8433-d41f-4f15-9ee8-0316bebd9270\",\"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":46,"primary_term":"Customer first","featured_focal_points":""},"tags":[185,193],"research-and-insight-type":[85],"theme":[46],"brand":[],"service":[45],"industry":[25],"partners":[],"content-group":[],"class_list":["post-722534","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","tag-automobile","tag-customer-experience","research-and-insight-type-points-de-vue","theme-customer-first","service-customer-experience-customer-first","industry-automobile"],"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>Ma\u00eetriser le processus de la Voix du Client (VoC) dans l&#039;industrie automobile - Capgemini France<\/title>\n<meta name=\"description\" content=\"Ce point de vue met en lumi\u00e8re l&#039;importance de la connaissance des avis clients pour am\u00e9liorer l&#039;exp\u00e9rience et la fid\u00e9lisation de ces derniers dans l&#039;industrie automobile. La Voix du Client (VoC) est un processus qui consiste \u00e0 \u00e9couter les commentaires des clients, \u00e0 les interpr\u00e9ter et \u00e0 prendre des mesures pour am\u00e9liorer leur exp\u00e9rience et les fid\u00e9liser.\" \/>\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\/publications\/maitriser-processus-voix-client-secteur-automobile\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ma\u00eetriser le processus de la Voix du Client (VoC) dans l&#039;industrie automobile\" \/>\n<meta property=\"og:description\" content=\"Ce point de vue met en lumi\u00e8re l&#039;importance de la connaissance des avis clients pour am\u00e9liorer l&#039;exp\u00e9rience et la fid\u00e9lisation de ces derniers dans l&#039;industrie automobile. 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