{"id":9365,"date":"2026-02-05T09:18:31","date_gmt":"2026-02-05T08:18:31","guid":{"rendered":"https:\/\/www.odity.com\/?p=9365"},"modified":"2026-02-05T09:18:33","modified_gmt":"2026-02-05T08:18:33","slug":"trends-of-ai-2026-notre-decryptage-des-insights-relation-client","status":"publish","type":"post","link":"https:\/\/www.odity.com\/fr\/trends-of-ai-2026-notre-decryptage-des-insights-relation-client\/","title":{"rendered":"Trends of AI 2026 &#8211; Notre d\u00e9cryptage des insights Relation Client"},"content":{"rendered":"\n<div style=\"height:58px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-text-color has-link-color has-large-font-size wp-elements-2f3e8a50186428f13d3776c80e18c0d1\" id=\"h-trends-of-ai-l-etude-de-reference-sur-l-impact-metier-de-l-intelligence-artificielle\" style=\"color:#e3374a\"><strong><strong>Trends of AI : l\u2019\u00e9tude de r\u00e9f\u00e9rence sur l\u2019impact m\u00e9tier de l\u2019intelligence artificielle<\/strong><\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-5fd1de0d5259e4378d164af0bbc9cc29 wp-block-paragraph\" style=\"font-size:18px\">Deux ans apr\u00e8s sa cr\u00e9ation, <strong>Trends of AI<\/strong> prend de l\u2019ampleur et s\u2019impose comme un barom\u00e8tre incontournable sur l\u2019IA m\u00e9tier. L\u2019\u00e9dition 2026 d\u00e9crypte l\u2019impact de l\u2019IA \u00e0 travers <strong>8 verticales m\u00e9tiers<\/strong> cl\u00e9s. Elle s\u2019appuie sur les retours de plus de <strong>350 d\u00e9cideurs<\/strong>, issus de <strong>20 secteurs<\/strong> et d\u2019entreprises de toutes tailles, et b\u00e9n\u00e9ficie de l\u2019expertise d\u2019un comit\u00e9 d\u00e9di\u00e9 \u00e0 chaque verticale, garantissant des analyses op\u00e9rationnelles, data-driven et actionnables.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-04f191b6f17b4b487fc6da2b43c21f84 wp-block-paragraph\" style=\"font-size:18px\"><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"wp-block-paragraph\" id=\"h-\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" id=\"h-\" style=\"font-size:18px\">Pour cette \u00e9dition, <strong>Odity <\/strong>rejoint l\u2019\u00e9tude en tant que partenaire strat\u00e9gique de la nouvelle verticale Relation Client.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\"><strong>Laure Perr\u00e9ard,<\/strong> notre Deputy CEO, a int\u00e9gr\u00e9 le comit\u00e9 d\u2019experts et a collabor\u00e9 avec <strong><a href=\"https:\/\/www.linkedin.com\/company\/les-enthousiastes-ai\/?originalSubdomain=fr\">Les EnthousIAstes<\/a><\/strong> et <strong><a href=\"https:\/\/kpmg.com\/fr\/fr.html\">KPMG France <\/a><\/strong>pour co-construire le questionnaire diffus\u00e9 en novembre dernier.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Sans surprise, la <strong>Relation Client <\/strong>se positionne parmi les <strong>m\u00e9tiers les plus avanc\u00e9s sur l\u2019adoption de l\u2019intelligence artificielle<\/strong>, aux c\u00f4t\u00e9s du Marketing et de l\u2019IT. Elle fait face \u00e0 des volumes de demande \u00e9lev\u00e9s, une forte pression op\u00e9rationnelle et attentes clients toujours plus exigeantes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" id=\"h-\"><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"633\" height=\"607\" src=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Trends-of-AI-Comite-Expert-Relation-Client.png\" alt=\"Comit\u00e9 d'expert de l'\u00e9tude Trends of AI 2026\" class=\"wp-image-9458\" style=\"aspect-ratio:0.9314838167297184;width:343px;height:auto\" srcset=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Trends-of-AI-Comite-Expert-Relation-Client.png 633w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Trends-of-AI-Comite-Expert-Relation-Client-300x288.png 300w\" sizes=\"auto, (max-width: 633px) 100vw, 633px\" \/><\/figure>\n<\/div><\/div>\n<\/div>\n\n\n    \n<div class=\"odity-button-wrap button-align-center\">\n    <a href=\"https:\/\/link.kpmg.fr\/TrendsofAI2026_telechargement?_\" class=\"btn btn-dark\" target=\"_blank\"    >T\u00e9l\u00e9charger l&rsquo;\u00e9tude<\/a>\n<\/div>\n\n\n\n<div style=\"height:69px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-text-color has-link-color has-large-font-size wp-elements-f8fab456bfae93914048a10301820b2a\" id=\"h-les-grandes-tendances-de-l-ia-en-relation-client\" style=\"color:#e3374a\"><strong>Les grandes tendances de l\u2019IA en Relation Client<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-ia-conversationnelle-et-automatisation\"><strong>\ud83d\udcac IA conversationnelle et automatisation<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">L\u2019IA conversationnelle prend en main les t\u00e2ches r\u00e9p\u00e9titives notamment du support client.<\/p>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li style=\"font-size:18px\"><em>33\u202f% des organisations ont automatis\u00e9 le tri et le routage des tickets<\/em><\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li style=\"font-size:18px\"><em>30\u202f% utilisent l\u2019IA pour la r\u00e9daction assist\u00e9e et le traitement des verbatims clients<\/em><\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li style=\"font-size:18px\"><em>25\u202f% ont d\u00e9ploy\u00e9 des agents ou voicebots 24\/7<\/em><\/li>\n<\/ul>\n\n\n\n<p class=\"has-white-color has-black-background-color has-text-color has-background has-link-color wp-elements-981b826197f89668a04f24de30c6a642 wp-block-paragraph\" style=\"font-size:18px\">\ud83d\udca1 E<strong>n bref<\/strong> : L\u2019IA booste l\u2019efficacit\u00e9 tout en garantissant une exp\u00e9rience client personnalis\u00e9e.<\/p>\n\n\n\n<div style=\"height:39px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-roi-et-performance-au-coeur-des-decisions\"><strong><strong>\ud83d\udcca ROI et performance au c\u0153ur des d\u00e9cisions<\/strong><\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">L\u2019adoption de l\u2019IA est guid\u00e9e par le r\u00e9sultat, le ROI et la performance op\u00e9rationnelle service client.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"880\" height=\"409\" src=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/01\/Capture-decran-2026-01-29-141443.png\" alt=\"Graphique Indicateurs \u00e9valuation impact de l'IA dans la relation client\" class=\"wp-image-9391\" style=\"aspect-ratio:2.151604898743296;width:531px;height:auto\" srcset=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/01\/Capture-decran-2026-01-29-141443.png 880w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/01\/Capture-decran-2026-01-29-141443-300x139.png 300w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/01\/Capture-decran-2026-01-29-141443-768x357.png 768w\" sizes=\"auto, (max-width: 880px) 100vw, 880px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Le pilotage reste majoritairement centr\u00e9 sur la performance interne et l\u2019optimisation des processus m\u00e9tier.<\/p>\n\n\n\n<p class=\"has-white-color has-black-background-color has-text-color has-background has-link-color wp-elements-d77828357c56dd20ded2087eda30a4b0 wp-block-paragraph\" style=\"font-size:18px\">\ud83d\udca1 <strong>En bref :<\/strong> L\u2019IA ne se limite pas \u00e0 l\u2019efficacit\u00e9&nbsp;: elle renforce \u00e9galement la valeur de la relation client.<\/p>\n\n\n\n<div style=\"height:39px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-passage-a-l-echelle-encore-limite\"><strong><strong>\ud83d\udd27 Passage \u00e0 l\u2019\u00e9chelle encore limit\u00e9<\/strong><\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Beaucoup exp\u00e9rimentent, peu d\u00e9ploient \u00e0 grande \u00e9chelle des solutions d\u2019IA en Relation Client<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li style=\"font-size:18px\"><em><strong>30\u202f%<\/strong> des organisations en phase de test ou POC<\/em><\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li style=\"font-size:18px\"><strong>10<\/strong><strong>\u202f<\/strong><strong>%<\/strong> disposent d\u2019une trajectoire claire pour un d\u00e9ploiement global<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\"><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"327\" src=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/01\/Freins-IA-Relation-Client-1024x327.png\" alt=\"Graphique freins \u00e0 l'adoption de l'IA\" class=\"wp-image-9413\" style=\"aspect-ratio:3.1315896778703327;width:565px;height:auto\" srcset=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/01\/Freins-IA-Relation-Client-1024x327.png 1024w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/01\/Freins-IA-Relation-Client-300x96.png 300w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/01\/Freins-IA-Relation-Client-768x245.png 768w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/01\/Freins-IA-Relation-Client.png 1061w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n<div style=\"height:52px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-white-color has-black-background-color has-text-color has-background has-link-color wp-elements-e9367569bb82aeec42a366be9f677471 wp-block-paragraph\" style=\"font-size:18px\">\ud83d\udca1 <strong>En bref <\/strong>: Passer \u00e0 l\u2019\u00e9chelle n\u00e9cessite une technologie stable et une transformation des comp\u00e9tences et de l\u2019organisation. La d\u00e9mocratisation de l\u2019IA m\u00e9tier reste un chantier cl\u00e9.<\/p>\n\n\n\n<div style=\"height:39px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-l-humain-reste-au-centre\"><strong><strong>\ud83e\udd1d L\u2019humain reste au centre<\/strong><\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">L\u2019IA compl\u00e8te, mais ne remplace pas le conseiller client. Rapide et coh\u00e9rente, l\u2019IA n\u2019est pas adapt\u00e9e aux situations sensibles ou \u00e9motionnelles.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"650\" src=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/IA-Parcours-Client-Trends-of-AI-2026-1024x650.png\" alt=\"Graphique Etapes du parcours cliens les plus risqu\u00e9es \u00e0 confier \u00e0 l'IA\n\" class=\"wp-image-9464\" style=\"aspect-ratio:1.5754307818544133;width:584px;height:auto\" srcset=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/IA-Parcours-Client-Trends-of-AI-2026-1024x650.png 1024w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/IA-Parcours-Client-Trends-of-AI-2026-300x190.png 300w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/IA-Parcours-Client-Trends-of-AI-2026-768x487.png 768w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/IA-Parcours-Client-Trends-of-AI-2026-360x230.png 360w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/IA-Parcours-Client-Trends-of-AI-2026.png 1198w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Ces r\u00e9sultats confirment que l\u2019exp\u00e9rience client augment\u00e9e ne repose pas sur une automatisation totale, mais sur une orchestration fine entre humain et technologie.<\/p>\n\n\n\n<p class=\"has-white-color has-black-background-color has-text-color has-background has-link-color wp-elements-2273f86a1815af12d00e4854ffb55519 wp-block-paragraph\" style=\"font-size:18px\">\ud83d\udca1 <strong>En bref :<\/strong> L\u2019exp\u00e9rience client augment\u00e9e par l\u2019IA repose sur l\u2019\u00e9quilibre entre humain et technologie. Dans le luxe et le premium, l\u2019IA fluidifie le service, mais l\u2019humain conserve son r\u00f4le l\u00e0 o\u00f9 se jouent confiance, \u00e9motion et singularit\u00e9 de la marque. C\u2019est dans cet \u00e9quilibre que se construit une Relation Client premium et diff\u00e9renciante<\/p>\n\n\n\n<div style=\"height:39px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-text-color has-link-color has-large-font-size wp-elements-649ba8c3edb88d8e1527e3b60d93c9b6\" id=\"h-odity-par-benoit-vorilhon-l-ia-au-service-d-une-relation-client-humaine-et-differenciante\" style=\"color:#e3374a\"><strong>Odity, par Beno\u00eet Vorilhon : l\u2019IA au service d\u2019une Relation Client humaine et diff\u00e9renciante<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">L\u2019\u00e9tude <strong>Trends of AI 2026<\/strong> rappelle une \u00e9vidence&nbsp;: l\u2019IA peut acc\u00e9l\u00e9rer les \u00e9changes et faciliter le travail, mais <strong>elle ne peut pas cr\u00e9er seule la qualit\u00e9 du lien avec les clients <\/strong>C\u2019est ce que souligne <strong>Beno\u00eet Vorilhon, Founder &amp; CEO d\u2019Odity<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\"><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:50%\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\" style=\"font-size:18px\">\n<figure class=\"wp-block-pullquote\" style=\"font-size:18px\"><blockquote><p>\u00ab&nbsp;<strong>Lorsqu\u2019une marque confie sa Relation Client, elle ne d\u00e9l\u00e8gue pas un service. Elle confie son lien le plus pr\u00e9cieux : la mani\u00e8re dont elle entre en relation avec ses clients.<\/strong>&nbsp;\u00bb<\/p><cite><strong>Beno\u00eet Vorilhon<\/strong> Founder &amp; CEO d\u2019Odity<\/cite><\/blockquote><\/figure>\n<\/blockquote>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:50%\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-1024x1024.png\" alt=\"Cover Tribune Beno\u00eet Vorilhon - Trends of AI 2026\" class=\"wp-image-9501\" style=\"aspect-ratio:0.9873389522147551;width:338px;height:auto\" srcset=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-1024x1024.png 1024w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-300x300.png 300w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-150x150.png 150w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-768x768.png 768w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-60x60.png 60w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-70x70.png 70w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-420x420.png 420w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-558x558.png 558w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-645x645.png 645w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2.png 1059w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div><\/div>\n<\/div>\n\n\n    \n<div class=\"odity-button-wrap button-align-center\">\n    <a href=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Trends-of-AI-2026-Tribune-Benoit-Vorilhon.pdf\" class=\"btn btn-dark\" target=\"_blank\"    >Voir la tribune<\/a>\n<\/div>\n\n\n\n<div style=\"height:47px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">La <strong>Relation Client<\/strong> est un v\u00e9ritable <strong>actif strat\u00e9gique <\/strong><strong>de marque<\/strong>. Dans le luxe, chaque interaction v\u00e9hicule <strong>la culture, le ton et l\u2019exigence de la marque<\/strong>. Une automatisation pure risquerait de faire dispara\u00eetre la valeur \u00e9motionnelle de l\u2019exp\u00e9rience client<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">L\u2019\u00e9tude <strong>Trends of AI 2026<\/strong> montre que <strong>l\u2019IA conversationnelle et l\u2019automatisation du service client sont d\u00e9sormais indispensables<\/strong> pour absorber les volumes et gagner en efficacit\u00e9. Mais les moments \u00e0 forte valeur restent port\u00e9s par l\u2019humain.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">La tribune de Beno\u00eet Vorilhon propose un <strong>mod\u00e8le d\u2019IA service client augment\u00e9e<\/strong>, fond\u00e9 sur trois piliers :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li style=\"font-size:18px\"><strong>Analyse et contextualisation des donn\u00e9es<\/strong> pour mieux comprendre chaque interaction.<\/li>\n\n\n\n<li style=\"font-size:18px\"><strong>Automatisation des t\u00e2ches r\u00e9p\u00e9titives<\/strong>, afin de lib\u00e9rer du temps pour l\u2019humain.<\/li>\n\n\n\n<li style=\"font-size:18px\"><strong>Recentrage des Brand ambassadors sur l\u2019\u00e9coute et l\u2019incarnation de la marque<\/strong>, l\u00e0 o\u00f9 la relation prend tout son sens.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">C\u2019est le socle du mod\u00e8le hybride Humain &amp; IA port\u00e9 par Odity. Ce mod\u00e8le hybride Humain &amp; IA permet de construire une Relation Client durable et diff\u00e9renciante.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Les \u00e9quipes sont form\u00e9es en immersion dans les univers de marque, assurant coh\u00e9rence, ton et posture sur tous les canaux de <strong>communication client omnicanale<\/strong>. La technologie fournit des <strong>donn\u00e9es client contextualis\u00e9es en temps r\u00e9el<\/strong>, permettant d\u2019anticiper les besoins et de cr\u00e9er des exp\u00e9riences premium.<\/p>\n\n\n\n<div style=\"height:81px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-text-color has-link-color has-large-font-size wp-elements-738013a09b4e3a48fbcc0d8dd2d84966\" id=\"h-le-resume-de-notre-decryptage-en-5-points\" style=\"color:#e3374a\"><strong>Le r\u00e9sum\u00e9 de notre d\u00e9cryptage en 5 points<\/strong><\/h2>\n\n\n\n<div data-wp-context=\"{ &quot;autoclose&quot;: false, &quot;accordionItems&quot;: [] }\" data-wp-interactive=\"core\/accordion\" role=\"group\" class=\"wp-block-accordion is-layout-flow wp-block-accordion-is-layout-flow\">\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-1&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading\" style=\"font-size:20px\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-1-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" data-wp-on--keydown=\"actions.handleKeyDown\" id=\"accordion-item-1\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\">Quel est l\u2019objectif de l\u2019\u00e9tude Trends of AI 2026<\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div inert aria-labelledby=\"accordion-item-1\" data-wp-bind--inert=\"!state.isOpen\" id=\"accordion-item-1-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">L\u2019\u00e9tude <strong>Trends of AI 2026<\/strong> a pour objectif d\u2019analyser l\u2019adoption de l\u2019<strong>IA relation client<\/strong> et d\u2019autres verticales m\u00e9tiers (marketing, IT, RH, Supply Chain\u2026) \u00e0 l\u2019horizon 2026. Elle permet de comprendre comment les entreprises utilisent l\u2019IA pour automatiser les t\u00e2ches, optimiser la performance et am\u00e9liorer l\u2019<strong>exp\u00e9rience client augment\u00e9e<\/strong> tout en pr\u00e9servant la dimension humaine de la relation.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-2&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-medium-font-size\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-2-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" data-wp-on--keydown=\"actions.handleKeyDown\" id=\"accordion-item-2\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\">Quel est le r\u00f4le d\u2019Odity dans cette \u00e9tude ?<\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div inert aria-labelledby=\"accordion-item-2\" data-wp-bind--inert=\"!state.isOpen\" id=\"accordion-item-2-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Odity est <strong>sponsor et contributeur<\/strong> de l\u2019\u00e9tude, apportant son expertise sur la <strong>Relation Client luxe et premium<\/strong>. L\u2019entreprise fournit une lecture op\u00e9rationnelle et strat\u00e9gique, notamment sur l\u2019<strong>IA relation client luxe<\/strong>, bas\u00e9e sur l\u2019accompagnement de plus de 130 marques iconiques, et contribue \u00e0 contextualiser les tendances observ\u00e9es pour les m\u00e9tiers de la Relation Client.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-context=\"{ &quot;autoclose&quot;: false, &quot;accordionItems&quot;: [] }\" data-wp-interactive=\"core\/accordion\" role=\"group\" class=\"wp-block-accordion is-layout-flow wp-block-accordion-is-layout-flow\">\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-3&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-medium-font-size\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-3-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" data-wp-on--keydown=\"actions.handleKeyDown\" id=\"accordion-item-3\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\">Comment l\u2019IA transforme-t-elle la Relation Client ?<\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div inert aria-labelledby=\"accordion-item-3\" data-wp-bind--inert=\"!state.isOpen\" id=\"accordion-item-3-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\" id=\"h-\" style=\"font-size:18px\">L\u2019IA transforme la Relation Client en automatisant les t\u00e2ches r\u00e9p\u00e9titives, en am\u00e9liorant le tri des demandes, la r\u00e9daction assist\u00e9e et le traitement des verbatims clients, et en renfor\u00e7ant l\u2019efficacit\u00e9 op\u00e9rationnelle. Elle permet \u00e9galement de g\u00e9n\u00e9rer des <strong>insights en temps r\u00e9el<\/strong>, de d\u00e9tecter les signaux faibles et de guider les d\u00e9cisions. Cependant, l\u2019humain reste indispensable dans les moments \u00e0 forte charge \u00e9motionnelle, tels que l\u2019apr\u00e8s-vente et la gestion des r\u00e9clamations.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-4&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-medium-font-size\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-4-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" data-wp-on--keydown=\"actions.handleKeyDown\" id=\"accordion-item-4\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\">Quels enjeux sp\u00e9cifiques pour les marques luxe et premium ?<\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div inert aria-labelledby=\"accordion-item-4\" data-wp-bind--inert=\"!state.isOpen\" id=\"accordion-item-4-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Pour les marques <strong>luxe et premium<\/strong>, l\u2019IA doit \u00eatre utilis\u00e9e comme un <strong>soutien \u00e0 la relation<\/strong>, et non comme un remplacement. L\u2019enjeu principal est de pr\u00e9server la singularit\u00e9 de la marque et la qualit\u00e9 de l\u2019exp\u00e9rience client tout en gagnant en efficacit\u00e9. La personnalisation \u00e0 grande \u00e9chelle, l\u2019<strong>exp\u00e9rience client augment\u00e9e<\/strong> et la fluidit\u00e9 des parcours sont essentielles, mais elles doivent rester coh\u00e9rentes avec l\u2019identit\u00e9 et les valeurs de la marque.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-5&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-medium-font-size\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-5-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" data-wp-on--keydown=\"actions.handleKeyDown\" id=\"accordion-item-5\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\">\u00c0 qui s\u2019adresse l\u2019\u00e9tude Trends of AI 2026 ?<\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div inert aria-labelledby=\"accordion-item-5\" data-wp-bind--inert=\"!state.isOpen\" id=\"accordion-item-5-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">L\u2019\u00e9tude s\u2019adresse \u00e0 toutes verticales m\u00e9tiers o\u00f9 l\u2019IA a un impact direct. La verticale Relation Client s\u2019adresse aux dirigeants, responsables Relation Client, CX, CRM et marketing relationnel, ainsi qu\u2019\u00e0 toute organisation souhaitant comprendre l\u2019impact de l\u2019IA sur la Relation Client et identifier des leviers concrets pour am\u00e9liorer l\u2019exp\u00e9rience client tout en int\u00e9grant une approche humaine et strat\u00e9gique.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Trends of AI : l\u2019\u00e9tude de r\u00e9f\u00e9rence sur l\u2019impact m\u00e9tier de l\u2019intelligence artificielle Deux ans apr\u00e8s sa cr\u00e9ation, Trends of AI prend de l\u2019ampleur et s\u2019impose comme un barom\u00e8tre incontournable sur l\u2019IA m\u00e9tier. L\u2019\u00e9dition 2026 d\u00e9crypte l\u2019impact de l\u2019IA \u00e0 travers 8 verticales m\u00e9tiers cl\u00e9s. Elle s\u2019appuie sur les retours de plus de 350 d\u00e9cideurs, [&hellip;]<\/p>\n","protected":false},"author":13,"featured_media":9499,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8],"tags":[],"class_list":["post-9365","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualite"],"acf":[],"gutentor_comment":0,"_links":{"self":[{"href":"https:\/\/www.odity.com\/fr\/wp-json\/wp\/v2\/posts\/9365","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.odity.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.odity.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.odity.com\/fr\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.odity.com\/fr\/wp-json\/wp\/v2\/comments?post=9365"}],"version-history":[{"count":98,"href":"https:\/\/www.odity.com\/fr\/wp-json\/wp\/v2\/posts\/9365\/revisions"}],"predecessor-version":[{"id":9517,"href":"https:\/\/www.odity.com\/fr\/wp-json\/wp\/v2\/posts\/9365\/revisions\/9517"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.odity.com\/fr\/wp-json\/wp\/v2\/media\/9499"}],"wp:attachment":[{"href":"https:\/\/www.odity.com\/fr\/wp-json\/wp\/v2\/media?parent=9365"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.odity.com\/fr\/wp-json\/wp\/v2\/categories?post=9365"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.odity.com\/fr\/wp-json\/wp\/v2\/tags?post=9365"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}