{"id":27363,"date":"2024-03-29T15:48:04","date_gmt":"2024-03-29T14:48:04","guid":{"rendered":"https:\/\/golem.ai\/?p=27363"},"modified":"2024-04-29T11:57:27","modified_gmt":"2024-04-29T09:57:27","slug":"tendances-relation-client-2024","status":"publish","type":"post","link":"https:\/\/miralia.ai\/fr\/blog\/tendances-relation-client-2024","title":{"rendered":"Quelles sont les nouvelles grandes tendances de la Relation Client en 2024 ?"},"content":{"rendered":"\n<p>Le Salon All4Customer s&rsquo;est achev\u00e9 le jeudi 28 mars 2024, cl\u00f4turant trois jours enrichissants d&rsquo;\u00e9changes et d\u2019informations tr\u00e8s instructives concernant la relation client. Cette p\u00e9riode nous a offert l&rsquo;opportunit\u00e9 de d\u00e9finir ainsi les tendances \u00e9mergentes dans le domaine de la relation client pour l&rsquo;ann\u00e9e 2024.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Les diff\u00e9rentes grandes tendances&nbsp;<\/strong>\u00e0 suivre <\/h2>\n\n\n\n<p>Entre le 26 et le 28 mars 2024, le salon All4Customer s&rsquo;est d\u00e9roul\u00e9 \u00e0 Paris, \u00e0 la Porte de Versailles, attirant les experts de l&rsquo;exp\u00e9rience utilisateur et de la gestion de la relation client. Cette r\u00e9union annuelle cruciale a r\u00e9v\u00e9l\u00e9 les nouveaut\u00e9s et \u00e9volutions r\u00e9centes dans le domaine de la strat\u00e9gie client\u00e8le, se concentrant sur les solutions qui simplifient les processus pour les \u00e9quipes, tout en promouvant l&rsquo;utilisation \u00e9thique et durable des technologies.<\/p>\n\n\n\n<p>Des entreprises focalis\u00e9es sur les syst\u00e8mes de gestion de la relation client (CRM) \u00e9taient pr\u00e9sentes, cherchant \u00e0 \u00e9tablir des connexions techniques plus ais\u00e9es, y compris avec des outils de surveillance. Les centres d&rsquo;appels, confront\u00e9s \u00e0 des attentes toujours plus \u00e9lev\u00e9es, recherchaient des moyens d&rsquo;automatiser les r\u00e9ponses imm\u00e9diates pour certaines requ\u00eates tout en souhaitant redonner un caract\u00e8re plus humain aux interactions. D\u00e8s lors, nous pouvons dessiner diverses tendances principales :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>L\u2019ascension fulgurante de l\u2019intelligence artificielle : <\/strong>Une des premi\u00e8res remarques que nous pouvions faire est qu\u2019une grande majorit\u00e9 des entreprises pr\u00e9sentes lors de ce salon mettaient en exergue l\u2019utilisation de l\u2019IA dans leurs processus. De nombreux \u00e9v\u00e9nements (conf\u00e9rences, masterclass et workshops) se concentraient sur l&rsquo;utilisation de l&rsquo;IA pour transformer la relation client, que ce soit \u00e0 travers l&rsquo;automatisation, l&rsquo;analyse des interactions client, les chatbots ou m\u00eame la cr\u00e9ation de contenu SEO optimis\u00e9. L&rsquo;IA permet une personnalisation \u00e0 grande \u00e9chelle et une efficacit\u00e9 accrue dans les interactions avec les clients.<\/li>\n\n\n\n<li><strong>L&rsquo;exploitation des r\u00e9seaux sociaux et messageries instantan\u00e9es <\/strong>: L&rsquo;utilisation de plateformes telles que WhatsApp for Business et les strat\u00e9gies de social selling sont mises en avant pour r\u00e9volutionner les interactions clients. Ces canaux permettent une communication plus directe et personnalis\u00e9e, favorisant une relation de proximit\u00e9 avec les clients.<\/li>\n\n\n\n<li><strong>L&rsquo;importance du contenu digital adaptatif et engageant <\/strong>: Avec des conf\u00e9rences ax\u00e9es sur le short-content vid\u00e9o, le SEO, et la cr\u00e9ation de podcasts, il est clair que le contenu reste roi. La capacit\u00e9 \u00e0 produire un contenu digital \u00e0 la fois engageant et adapt\u00e9 aux plateformes pr\u00e9f\u00e9r\u00e9es des consommateurs est cruciale pour attirer et retenir l&rsquo;attention des clients.<\/li>\n\n\n\n<li><strong>La valorisation du conseiller client gr\u00e2ce \u00e0 la technologie <\/strong>: Plusieurs sessions mettaient \u00e9galement l&rsquo;accent sur l&rsquo;am\u00e9lioration de l&rsquo;exp\u00e9rience des conseillers client \u00e0 travers certes l&rsquo;IA mais \u00e9galement d&rsquo;autres outils num\u00e9riques. En valorisant le r\u00f4le du conseiller, en lui offrant un maximum d\u2019outils technologiques \u00e0 sa disposition, les entreprises peuvent non seulement am\u00e9liorer le bien-\u00eatre de leurs employ\u00e9s, mais aussi la qualit\u00e9 du service offert aux clients.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Le choix de la bonne technologie pour le bon usage&nbsp;<\/strong><\/h2>\n\n\n\n<p>Devant la pl\u00e9thore de solutions technologiques pouvant aider \u00e0 am\u00e9liorer sa gestion de la relation client, il est parfois difficile de s\u2019y retrouver clairement. Et s\u2019il existe diff\u00e9rents types d\u2019IAs pour diff\u00e9rents usages, le r\u00e9cent boom des IAs g\u00e9n\u00e9ratives et le FoMO (Fear of missing out) qui s\u2019y installe, appuient encore davantage cette incertitude. C\u2019est ainsi que la conf\u00e9rence de Killian Vermersch : \u00ab Dans une \u00e8re o\u00f9 l\u2019IA g\u00e9n\u00e9rative occupe le devant de la sc\u00e8ne, comment choisir la technologie et le produit appropri\u00e9s ? \u00bb prend tout son sens. Par cette conf\u00e9rence, nous apprenons que pour choisir une IA plut\u00f4t qu\u2019une autre, il y a des crit\u00e8res de s\u00e9lections importants tels que la nature des donn\u00e9es, l\u2019explicabilit\u00e9, les objectifs, et la pr\u00e9cision versus la cr\u00e9ativit\u00e9. D\u00e8s lors, il ne faut pas simplement suivre la tendance, mais plut\u00f4t bien se renseigner sur les <a href=\"https:\/\/golem.ai\/fr\/guide-ia-analytique-ia-generative\" target=\"_blank\" rel=\"noreferrer noopener\">diff\u00e9rents avantages et inconv\u00e9nients que les diff\u00e9rents types d\u2019IAs connaissent<\/a>. In fine, la conf\u00e9rence s\u2019ach\u00e8ve sur un point cl\u00e9 : les solutions \u00e0 venir seront, selon Killian Vermersch, des compositions hybrides utilisant les bons outils.<\/p>\n\n\n\n<p>Si vous aussi vous vous demandez quel type d\u2019IA est le plus optimal pour votre usage, n\u2019h\u00e9sitez pas \u00e0 r\u00e9pondre \u00e0 notre \u00e9tude : <a href=\"https:\/\/golemai.typeform.com\/to\/O3dnVKBo#nom=xxxxx&amp;email=xxxxx&amp;prenom=xxxxx&amp;entreprise=xxxxx&amp;telephone=xxxxx\" target=\"_blank\" rel=\"noreferrer noopener\">Questionnaire<\/a>&nbsp;<\/p>\n\n\n\n<p>Et si vous souhaitez une IA analytique symbolique capable d&rsquo;optimiser encore davantage votre gestion de la relation client, <a href=\"https:\/\/golem.ai\/fr\/contact\" target=\"_blank\" rel=\"noreferrer noopener\">contactez-nous<\/a> ! <\/p>\n\n\n\n<figure class=\"wp-block-image\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1600\" height=\"1200\" src=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2024\/03\/29154728\/image.png\" alt=\"\" class=\"wp-image-27367\" srcset=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2024\/03\/29154728\/image-300x225.png 300w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2024\/03\/29154728\/image-1024x768.png 1024w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2024\/03\/29154728\/image-768x576.png 768w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2024\/03\/29154728\/image-1536x1152.png 1536w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2024\/03\/29154728\/image-16x12.png 16w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2024\/03\/29154728\/image.png 1600w\" sizes=\"(max-width: 1600px) 100vw, 1600px\" \/><figcaption class=\"wp-element-caption\">Conf\u00e9rence de Killian Vermersch, CEO et co-fondateur de Golem.ai, Salon All4Customer 2024<\/figcaption><\/figure>\n<!-- AddThis Advanced Settings generic via filter on the_content --><!-- AddThis Share Buttons generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p>Le Salon All4Customer 2024 a r\u00e9v\u00e9l\u00e9 les grandes tendances cl\u00e9s pour optimiser la relation client. D\u00e9couvrez-les dans cet article ! <!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>\n","protected":false},"author":23,"featured_media":27366,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[68,33,111],"tags":[204,76,75,80,113,203],"class_list":["post-27363","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-ai-and-society","category-relation-client","tag-event","tag-ia","tag-intelligence-artificielle","tag-relation-client","tag-salon","tag-tendances"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Relation Client : les grandes tendances de 2024<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez 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