{"id":77,"date":"2026-10-29T18:08:20","date_gmt":"2026-10-29T17:08:20","guid":{"rendered":"https:\/\/new.cxm.academy\/fr-be\/guides\/"},"modified":"2026-11-01T00:29:30","modified_gmt":"2026-10-31T23:29:30","slug":"guides","status":"publish","type":"page","link":"https:\/\/www.cxm.academy\/fr-be\/guides\/","title":{"rendered":"Guides"},"content":{"rendered":"\n<section class=\"wp-block-group alignfull cxm-v6 cxm-v6-hero cxm-v6-hero-product has-soft-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-hero-grid is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-hero-text is-layout-flow wp-block-group-is-layout-flow\">\n\n<nav class=\"wp-block-group cxm-crumbs is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><a href=\"\/fr-be\/\">Accueil<\/a><\/p>\n\n\n<p class=\"wp-block-paragraph\">Guides<\/p>\n\n<\/nav>\n\n\n<p class=\"cxm-v6-eyebrow wp-block-paragraph\">Biblioth\u00e8que gratuite<\/p>\n\n\n<h1 class=\"wp-block-heading cxm-v6-h1\">Des guides gratuits sign\u00e9s par nos formateurs<\/h1>\n\n\n<p class=\"cxm-v6-lede wp-block-paragraph\">Des guides pratiques pour les aspects les plus difficiles du m\u00e9tier\u00a0: convaincre chiffres \u00e0 l'appui, donner envie de changer et d\u00e9crocher votre prochain poste dans le CX.<\/p>\n\n\n<p class=\"cxm-v6-price-line wp-block-paragraph\">Gratuit\u00a0: laissez votre adresse e-mail professionnelle et nous vous enverrons le PDF (en anglais).<\/p>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button cxm-v6-btn-navy\"><a class=\"wp-block-button__link wp-element-button\" href=\"#guides\">Voir les guides<\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n\n<figure class=\"wp-block-image size-full cxm-v6-hero-art\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-guide-covers.webp 1x\" width=\"1200\" height=\"1040\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-guide-covers.png\" alt=\"Les couvertures des guides From Metrics to Money, The Will to Transform et CX Job Interview Guide\"\/><\/figure>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"guides\" class=\"wp-block-group alignfull cxm-v6 cxm-v6-lib has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-feature-grid is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-inside\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-guide-metrics.webp 1x\" width=\"1100\" height=\"857\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-guide-metrics.png\" alt=\"Des pages du guide From Metrics to Money\"\/><\/figure>\n\n\n<div class=\"wp-block-group cxm-v6-feature-text is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-eyebrow wp-block-paragraph\">E-book<\/p>\n\n\n<h2 class=\"wp-block-heading\">From Metrics to Money<\/h2>\n\n\n<p class=\"cxm-v6-lede wp-block-paragraph\">Le guide du professionnel CX pour remporter ses batailles en comit\u00e9 de direction. Vos scores ont progress\u00e9, puis la direction g\u00e9n\u00e9rale vous demande ce que cela a rapport\u00e9 \u00e0 l'entreprise. Ce guide vous donne les arguments financiers pour que l'exp\u00e9rience client obtienne le soutien dont elle a besoin.<\/p>\n\n\n<ul class=\"wp-block-list cxm-v6-checks\">\n<li>Le foss\u00e9 entre les scores CX et les questions que posent les dirigeants<\/li>\n\n<li>La valeur de l'exp\u00e9rience client pour le client, l'entreprise et la marque<\/li>\n\n<li>Un cas d\u00e9taill\u00e9 qui convertit les scores de promoteurs et de d\u00e9tracteurs en valeur financi\u00e8re<\/li>\n<\/ul>\n\n\n<p class=\"cxm-v6-feature-meta wp-block-paragraph\">15 pages.<\/p>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button cxm-v6-btn-navy\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/from-metrics-to-money-ebook\/\">Recevoir l'e-book<\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"the-will-to-transform\" class=\"wp-block-group alignfull cxm-v6 cxm-v6-lib cxm-v6-feature-flip has-soft-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-feature-grid is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-inside\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-guide-will.webp 1x\" width=\"1100\" height=\"857\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-guide-will.png\" alt=\"Des pages du guide The Will to Transform\"\/><\/figure>\n\n\n<div class=\"wp-block-group cxm-v6-feature-text is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-eyebrow wp-block-paragraph\">Guide<\/p>\n\n\n<h2 class=\"wp-block-heading\">The Will to Transform<\/h2>\n\n\n<p class=\"cxm-v6-lede wp-block-paragraph\">Quand les collaborateurs le veulent, les clients le sentent. La plupart des transformations CX misent sur la cartographie des processus, la technologie et la formation, et passent \u00e0 c\u00f4t\u00e9 de l'essentiel\u00a0: la volont\u00e9 des personnes appel\u00e9es \u00e0 changer.<\/p>\n\n\n<ul class=\"wp-block-list cxm-v6-checks\">\n<li>Pourquoi la plupart des transformations CX \u00e9chouent<\/li>\n\n<li>Comment susciter une r\u00e9elle volont\u00e9 de transformation chez les collaborateurs de toute votre organisation, mod\u00e8le \u00e0 l'appui<\/li>\n\n<li>Ce qu'il faut mesurer pour savoir si vous progressez, et comment une enseigne de distribution s'y est prise<\/li>\n<\/ul>\n\n\n<p class=\"cxm-v6-feature-meta wp-block-paragraph\">17 pages.<\/p>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button cxm-v6-btn-navy\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/the-will-to-transform-ebook\/\">Recevoir le guide<\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"cx-job-interview-guide\" class=\"wp-block-group alignfull cxm-v6 cxm-v6-lib has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n\n<div class=\"wp-block-group alignwide cxm-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-feature-grid is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-inside\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-guide-interview.webp 1x\" width=\"1100\" height=\"948\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-guide-interview.png\" alt=\"Des pages du CX Job Interview Guide, Land Your CX Dream\"\/><\/figure>\n\n\n<div class=\"wp-block-group cxm-v6-feature-text is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-eyebrow wp-block-paragraph\">Guide<\/p>\n\n\n<h2 class=\"wp-block-heading\">CX Job Interview Guide<\/h2>\n\n\n<p class=\"cxm-v6-lede wp-block-paragraph\">Un guide pratique pour d\u00e9crocher un poste dans le CX\u00a0: les principes et les tendances que vous \u00eates cens\u00e9 conna\u00eetre, comment vous renseigner sur l'entreprise et le poste, et les questions qui vous seront pos\u00e9es, avec la mani\u00e8re d'y r\u00e9pondre.<\/p>\n\n\n<ul class=\"wp-block-list cxm-v6-checks\">\n<li>Les principes fondamentaux du CX et les tendances qui fa\u00e7onnent la discipline<\/li>\n\n<li>Comment vous renseigner sur les entreprises et les postes avant l'entretien<\/li>\n\n<li>Les questions comportementales, techniques, de mise en situation et de culture d'entreprise, et comment y r\u00e9pondre<\/li>\n<\/ul>\n\n\n<p class=\"cxm-v6-feature-meta wp-block-paragraph\">13 pages.<\/p>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button cxm-v6-btn-navy\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/interview-guide\/\">Recevoir le guide<\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Accueil Guides Biblioth\u00e8que gratuite Des guides gratuits sign\u00e9s par nos formateurs Des guides pratiques pour les aspects les plus difficiles du m\u00e9tier\u00a0: convaincre chiffres \u00e0 l'appui, donner envie de changer et d\u00e9crocher votre prochain poste dans le CX. Gratuit\u00a0: laissez votre adresse e-mail professionnelle et nous vous enverrons le PDF (en anglais). E-book From Metrics [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-wide","meta":{"cxm_tkey":"","footnotes":""},"class_list":["post-77","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.cxm.academy\/fr-be\/wp-json\/wp\/v2\/pages\/77","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxm.academy\/fr-be\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.cxm.academy\/fr-be\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxm.academy\/fr-be\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxm.academy\/fr-be\/wp-json\/wp\/v2\/comments?post=77"}],"version-history":[{"count":1,"href":"https:\/\/www.cxm.academy\/fr-be\/wp-json\/wp\/v2\/pages\/77\/revisions"}],"predecessor-version":[{"id":98,"href":"https:\/\/www.cxm.academy\/fr-be\/wp-json\/wp\/v2\/pages\/77\/revisions\/98"}],"wp:attachment":[{"href":"https:\/\/www.cxm.academy\/fr-be\/wp-json\/wp\/v2\/media?parent=77"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}