{"id":17903,"date":"2019-09-17T12:43:40","date_gmt":"2019-09-17T12:43:40","guid":{"rendered":"https:\/\/skeepers.io\/?p=17903"},"modified":"2024-11-16T20:23:12","modified_gmt":"2024-11-16T19:23:12","slug":"matinee-voix-du-client-air-france-klm","status":"publish","type":"post","link":"https:\/\/skeepers.io\/fr\/blog\/matinee-voix-du-client-air-france-klm\/","title":{"rendered":"Les Matin\u00e9es de la Voix-du-Client avec Air France KLM"},"content":{"rendered":"\n

Collaborateurs\/Clients : le tandem gagnant de la transformation<\/strong><\/h3>\n\n\n\n

Pour Les Matin\u00e9es de la Voix-du-Client avec Air France KLM<\/strong>, le mardi 15 octobre, Mediatech-cx<\/strong> et Proxem<\/a><\/span><\/strong> ont invit\u00e9 les deux responsables du programme de Voix-du-Client de l’entreprise : Fatma Boudjellal<\/strong>, Voice of Customer Manager et Christelle Forestier-Amet<\/strong>, Exp\u00e9rience Client \u2013 Vente Directe & Service au client \u2013 March\u00e9 France.<\/p>\n\n\n\n

\nhttps:\/\/www.youtube.com\/watch?v=meTUiqgw8uU\n<\/div><\/figure>\n\n\n\n

Nos t\u00e9moins des meilleures pratiques :<\/h4>\n\n\n\n
\"\"<\/figure>\n\n\n\n
\u00a0<\/div>\n\n\n\n

Pilotes du programme de Voix-du-Client<\/strong> (France et International), elles ont expos\u00e9 les composantes essentielles du programme pour onboarder le client et piloter l\u2019exp\u00e9rience client et ses am\u00e9liorations en continu<\/strong>. Nous avons ainsi vu comment l’organisation internationale a bascul\u00e9 d\u2019une culture \u00ab product-centric \u00bb vers une culture \u00ab customer-centric \u00bb<\/strong>, pour augmenter sa comp\u00e9titivit\u00e9. <\/p>\n\n\n\n

Sujets abord\u00e9s :<\/strong><\/p>\n\n\n\n

    \n
  1. La strat\u00e9gie du groupe : \u00ab La Customer intimacy \u00bb<\/li>\n\n\n\n
  2. Les enjeux et les d\u00e9fis du programme de la Voix-du-Client<\/li>\n\n\n\n
  3. Le dispositif d\u00e9ploy\u00e9<\/li>\n\n\n\n
  4. Les r\u00e9sultats obtenus<\/li>\n\n\n\n
  5. Les enseignements et prochaines \u00e9tapes<\/li>\n<\/ol>\n\n\n\n

    Une pr\u00e9sentation et des \u00e9changes anim\u00e9s par Thierry Aubert<\/strong>, Directeur des op\u00e9rations de Mediatech-cx et Eric Vernet<\/strong>, Directeur Exp\u00e9rience Client de Proxem. Chacun a apport\u00e9 son expertise sur deux sujets : l’utilisation d’une plateforme unifi\u00e9e de la Voix-du-Client pour Thierry Aubert, et l’analyse s\u00e9mantique pour Eric Vernet.<\/p>\n\n\n\n

    Nos experts Solution & March\u00e9 :<\/h4>\n\n\n\n
    \u00a0<\/div>\n\n\n\n
    \"Thierry<\/figure>\n\n\n\n

     <\/p>\n","protected":false},"excerpt":{"rendered":"

    Collaborateurs\/Clients : le tandem gagnant de la transformation Pour Les Matin\u00e9es de la Voix-du-Client avec Air France KLM, le mardi 15 octobre, Mediatech-cx et Proxem ont invit\u00e9 les deux responsables du programme de Voix-du-Client de l’entreprise : Fatma Boudjellal, Voice of Customer Manager et Christelle Forestier-Amet, Exp\u00e9rience Client \u2013 Vente Directe & Service au client…<\/p>\n","protected":false},"author":5,"featured_media":24906,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"case_study_solution":[],"landing_page_cat":[],"post_folder":[],"class_list":["post-17903","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classifiee"],"acf":[],"_links":{"self":[{"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/posts\/17903","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/comments?post=17903"}],"version-history":[{"count":0,"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/posts\/17903\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/media\/24906"}],"wp:attachment":[{"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/media?parent=17903"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/categories?post=17903"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/tags?post=17903"},{"taxonomy":"case_study_solution","embeddable":true,"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/case_study_solution?post=17903"},{"taxonomy":"landing_page_cat","embeddable":true,"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/landing_page_cat?post=17903"},{"taxonomy":"post_folder","embeddable":true,"href":"https:\/\/skeepers.io\/fr\/wp-json\/wp\/v2\/post_folder?post=17903"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}