{"id":5,"date":"2026-10-15T11:54:22","date_gmt":"2026-10-15T09:54:22","guid":{"rendered":"https:\/\/new.cxm.academy\/fr-fr\/home\/"},"modified":"2026-11-03T14:57:51","modified_gmt":"2026-11-03T13:57:51","slug":"home","status":"publish","type":"page","link":"https:\/\/www.cxm.academy\/fr-fr\/","title":{"rendered":"Accueil"},"content":{"rendered":"\n<section class=\"wp-block-group alignfull cxm-v6 cxm-v6-hero cxm-v6-hero-full 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<h1 class=\"wp-block-heading cxm-v6-h1\">Faites de l'orientation client un r\u00e9flexe dans toute l'entreprise<\/h1>\n\n\n<p class=\"cxm-v6-lede wp-block-paragraph\">Cela ressemble \u00e0 une utopie, et pourtant nous y parvenons. D\u00e9couvrez nos programmes de formation et de transformation, anim\u00e9s par des praticiens qui l'ont fait au sein de marques comme McDonald's.<\/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=\"#programs\">Voir nos programmes<\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n\n<figure class=\"wp-block-image size-full cxm-v6-hero-bg\"><img decoding=\"async\" fetchpriority=\"high\" srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-hero-office-v2-1000.webp 1000w, \/wp-content\/themes\/cxm-academy\/assets\/images\/v6-hero-office-v2.webp 2000w\" sizes=\"(min-width: 961px) 68vw, 100vw\" width=\"2000\" height=\"1333\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-hero-office-v2.jpg\" alt=\"Une \u00e9quipe discute autour d&#x27;une table haute dans une salle de r\u00e9union vitr\u00e9e, pendant que des coll\u00e8gues passent\"\/><\/figure>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-v6 cxm-v6-announce cxm-if-ibd has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\" style=\"padding-top:24px;padding-bottom:0\">\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-webinar cxm-v6-ibd-banner is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-new wp-block-paragraph\">Nouveau programme<\/p>\n\n\n<p class=\"cxm-v6-webinar-text wp-block-paragraph\"><strong>Interaction by Design.<\/strong> Offrez un service client d'exception.<\/p>\n\n\n<p class=\"cxm-link-arrow wp-block-paragraph\"><a href=\"\/fr-fr\/course\/interaction-by-design\/\">D\u00e9couvrir le programme<\/a><\/p>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-v6 cxm-v6-clients 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<p class=\"cxm-v6-count wp-block-paragraph\"><strong>14\u00a0500<\/strong> formations dispens\u00e9es. Ils nous font confiance\u00a0:<\/p>\n\n\n<div class=\"cxm-v6-marquee\" tabindex=\"0\" role=\"region\" aria-label=\"Logos de clients\">\n<div class=\"cxm-v6-track\"><ul class=\"cxm-v6-set\"><li class=\"cxm-logo-mcdonalds\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mcdonalds.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mcdonalds.png\" alt=\"McDonald's\" width=\"42\" height=\"37\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-engie\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-engie.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-engie.png\" alt=\"ENGIE\" width=\"87\" height=\"31\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-mercedes-benz\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mercedes-benz.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mercedes-benz.png\" alt=\"Mercedes-Benz\" width=\"150\" height=\"38\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-booking-com\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-booking-com.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-booking-com.png\" alt=\"Booking.com\" width=\"119\" height=\"20\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-bmw\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bmw.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bmw.png\" alt=\"BMW\" width=\"37\" height=\"37\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-allianz\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-allianz.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-allianz.png\" alt=\"Allianz\" width=\"106\" height=\"27\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-essent\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-essent.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-essent.png\" alt=\"Essent\" width=\"98\" height=\"22\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-sky\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-sky.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-sky.png\" alt=\"Sky\" width=\"55\" height=\"34\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-liberty-global\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-liberty-global.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-liberty-global.png\" alt=\"Liberty Global\" width=\"48\" height=\"54\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-adcb\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-adcb.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-adcb.png\" alt=\"ADCB\" width=\"104\" height=\"32\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-bdo\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bdo.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bdo.png\" alt=\"BDO\" width=\"73\" height=\"28\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-bi-norwegian-business-school\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bi-norwegian-business-school.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bi-norwegian-business-school.png\" alt=\"BI Norwegian Business School\" width=\"40\" height=\"40\" loading=\"lazy\" decoding=\"async\"\/><\/li><\/ul><ul class=\"cxm-v6-set cxm-v6-dup\" aria-hidden=\"true\"><li class=\"cxm-logo-mcdonalds\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mcdonalds.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mcdonalds.png\" alt=\"\" width=\"42\" height=\"37\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-engie\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-engie.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-engie.png\" alt=\"\" width=\"87\" height=\"31\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-mercedes-benz\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mercedes-benz.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mercedes-benz.png\" alt=\"\" width=\"150\" height=\"38\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-booking-com\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-booking-com.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-booking-com.png\" alt=\"\" width=\"119\" height=\"20\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-bmw\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bmw.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bmw.png\" alt=\"\" width=\"37\" height=\"37\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-allianz\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-allianz.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-allianz.png\" alt=\"\" width=\"106\" height=\"27\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-essent\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-essent.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-essent.png\" alt=\"\" width=\"98\" height=\"22\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-sky\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-sky.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-sky.png\" alt=\"\" width=\"55\" height=\"34\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-liberty-global\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-liberty-global.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-liberty-global.png\" alt=\"\" width=\"48\" height=\"54\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-adcb\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-adcb.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-adcb.png\" alt=\"\" width=\"104\" height=\"32\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-bdo\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bdo.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bdo.png\" alt=\"\" width=\"73\" height=\"28\" loading=\"lazy\" decoding=\"async\"\/><\/li><li class=\"cxm-logo-bi-norwegian-business-school\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bi-norwegian-business-school.webp 1x\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bi-norwegian-business-school.png\" alt=\"\" width=\"40\" height=\"40\" loading=\"lazy\" decoding=\"async\"\/><\/li><\/ul><\/div>\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-v6 cxm-v6-outcomes 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-g3 is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-box is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-num wp-block-paragraph\">01<\/p>\n\n\n<p class=\"cxm-v6-outcome wp-block-paragraph\">B\u00e2tissez une culture o\u00f9 le client passe avant tout<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-box is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-num wp-block-paragraph\">02<\/p>\n\n\n<p class=\"cxm-v6-outcome wp-block-paragraph\">Offrez une exp\u00e9rience client coh\u00e9rente partout dans le monde<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-box is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-num wp-block-paragraph\">03<\/p>\n\n\n<p class=\"cxm-v6-outcome wp-block-paragraph\">Investissez dans des initiatives CX rentables<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"programs\" class=\"wp-block-group alignfull cxm-v6 cxm-v6-programs-band 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-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<h2 class=\"wp-block-heading\">Nos programmes de formation et de transformation<\/h2>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-g3 cxm-v6-programs is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-card is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-tags is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-tag wp-block-paragraph\">Pour les professionnels du CX<\/p>\n\n<\/div>\n\n\n<figure class=\"wp-block-image size-full cxm-v6-media\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-card-professional.webp 1x\" width=\"800\" height=\"450\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-card-professional.jpg\" alt=\"Une responsable CX souriante pendant une session CXM Professional\"\/><\/figure>\n\n\n<h3 class=\"wp-block-heading\">CXM Professional<\/h3>\n\n\n<p class=\"cxm-v6-body wp-block-paragraph\">Un objectif NPS, un taux de churn qui grimpe ou un parcours qui g\u00e9n\u00e8re sans cesse des r\u00e9clamations\u00a0? Apprenez \u00e0 en trouver la cause, \u00e0 obtenir le budget pour y rem\u00e9dier et \u00e0 faire partager votre sentiment d'urgence aux \u00e9quipes concern\u00e9es.<\/p>\n\n\n<p class=\"cxm-v6-who wp-block-paragraph\"><strong>Pour qui\u00a0:<\/strong> responsables CX, pilotes de parcours, ing\u00e9nieurs process, product owners et analystes qui portent des r\u00e9sultats CX mais d\u00e9pendent d'autres \u00e9quipes.<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-card-foot is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-price wp-block-paragraph\"><strong>495\u00a0\u20ac<\/strong> par personne, \u00e0 votre rythme<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-chips is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-chip wp-block-paragraph\">En ligne<\/p>\n\n\n<p class=\"cxm-v6-chip wp-block-paragraph\">En pr\u00e9sentiel<\/p>\n\n\n<p class=\"cxm-v6-chip wp-block-paragraph\">En anglais<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/fr-fr\/course\/cxm-professional-eng\/\">En savoir plus<span class=\"screen-reader-text\">: CXM Professional<\/span><\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card cxm-v6-featured is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-tags is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-tag cxm-v6-tag-solid cxm-v6-tag-star wp-block-paragraph\">Le plus demand\u00e9<\/p>\n\n\n<p class=\"cxm-v6-tag wp-block-paragraph\">Transversal<\/p>\n\n<\/div>\n\n\n<figure class=\"wp-block-image size-full cxm-v6-media\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-card-foundations.webp 1x\" width=\"800\" height=\"450\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-card-foundations.jpg\" alt=\"Des coll\u00e8gues de diff\u00e9rents services travaillent ensemble sur un exercice CX\"\/><\/figure>\n\n\n<h3 class=\"wp-block-heading\">CXM Foundations<\/h3>\n\n\n<p class=\"cxm-v6-body wp-block-paragraph\">Vous avez besoin d'un m\u00eame standard d'exp\u00e9rience client pour des r\u00e9gions, des langues et des \u00e9quipes qui ont chacune leur fa\u00e7on de faire\u00a0? Construisez une compr\u00e9hension commune du CX dans toute votre organisation, de la finance au produit, jusqu'au comit\u00e9 de direction.<\/p>\n\n\n<p class=\"cxm-v6-who wp-block-paragraph\"><strong>Pour qui\u00a0:<\/strong> responsables CX d'organisations internationales ou multir\u00e9gionales qui ont besoin d'un standard d'exp\u00e9rience client coh\u00e9rent, quelles que soient les langues, les cultures et les fuseaux horaires<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-card-foot is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-price wp-block-paragraph\"><a href=\"\/fr-fr\/courses-teams\/#quote\">Demander un devis<\/a>, tarifs d\u00e9gressifs<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-chips is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-chip wp-block-paragraph\">En ligne<\/p>\n\n\n<p class=\"cxm-v6-chip wp-block-paragraph\">En pr\u00e9sentiel<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/fr-fr\/course\/cxm-foundations-fr-fr\/\">En savoir plus<span class=\"screen-reader-text\">: CXM Foundations<\/span><\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card cxm-if-ibd is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-tags is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-tag wp-block-paragraph\">\u00c9quipes en premi\u00e8re ligne<\/p>\n\n<\/div>\n\n\n<figure class=\"wp-block-image size-full cxm-v6-media\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-card-ibd.webp 1x\" width=\"800\" height=\"450\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-card-ibd.jpg\" alt=\"Dimitri Jamb\u00e9 coache une \u00e9quipe en premi\u00e8re ligne\"\/><\/figure>\n\n\n<h3 class=\"wp-block-heading\">Interaction by Design<\/h3>\n\n\n<p class=\"cxm-v6-body wp-block-paragraph\">Offrez un excellent service client avec la m\u00eame constance d'un site \u00e0 l'autre, en alignant vos \u00e9quipes en premi\u00e8re ligne, vos managers et votre direction autour d'un standard clair.<\/p>\n\n\n<p class=\"cxm-v6-who wp-block-paragraph\"><strong>Pour qui\u00a0:<\/strong> organisations dot\u00e9es d'une strat\u00e9gie client et d'une ambition de service, qui veulent les traduire en une fa\u00e7on de travailler que tout le monde applique.<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-card-foot is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-price wp-block-paragraph\"><strong>Devis sur mesure<\/strong> pour un programme de transformation adapt\u00e9 \u00e0 votre organisation<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-chips is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-chip wp-block-paragraph\">En pr\u00e9sentiel<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/fr-fr\/course\/interaction-by-design\/\">En savoir plus<span class=\"screen-reader-text\">: Interaction by Design<\/span><\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-webinar cxm-if-ibd is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-new wp-block-paragraph\">Webinaire gratuit en direct<\/p>\n\n\n<p class=\"cxm-v6-webinar-text wp-block-paragraph\"><strong>The Calls AI Leaves Behind<\/strong>, avec Bartek Lechowski et Dimitri Jamb\u00e9. Jeudi 28 janvier 2027, 10 h CET, en ligne et en anglais.<\/p>\n\n\n<p class=\"cxm-link-arrow wp-block-paragraph\"><a href=\"\/the-calls-ai-leaves-behind-webinar\/\">Voir le webinaire<\/a><\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-divider is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-divider-label wp-block-paragraph\">CXM Skills<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-g4 cxm-v6-skills is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-card cxm-v6-skill is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-tags is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-tag wp-block-paragraph\">Pour les professionnels du CX<\/p>\n\n<\/div>\n\n\n<figure class=\"wp-block-image size-full cxm-v6-media\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-skill-journey.webp 1x\" width=\"640\" height=\"400\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-skill-journey.jpg\" alt=\"Un participant travaille sur une cartographie du parcours client affich\u00e9e au mur\"\/><\/figure>\n\n\n<div class=\"wp-block-group cxm-v6-skill-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-skill-k wp-block-paragraph\">CXM Skills<\/p>\n\n\n<h3 class=\"wp-block-heading\">Cartographier les parcours clients<\/h3>\n\n\n<p class=\"cxm-v6-skill-course wp-block-paragraph\">Customer Journey Specialist \u00b7 Michel Stevens<\/p>\n\n<\/div>\n\n\n<p class=\"cxm-v6-body wp-block-paragraph\">Apprenez \u00e0 cartographier des parcours qui d\u00e9bouchent sur l'action\u00a0: faites de la connaissance client un r\u00e9cit de changement, obtenez l'adh\u00e9sion des parties prenantes et produisez un impact r\u00e9el.<\/p>\n\n\n<p class=\"cxm-v6-who wp-block-paragraph\"><strong>Pour qui\u00a0:<\/strong> pilotes de parcours, professionnels de l'excellence op\u00e9rationnelle et du CX qui doivent cartographier, analyser et am\u00e9liorer les parcours de leur organisation.<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-card-foot is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-price wp-block-paragraph\"><strong>495\u00a0\u20ac<\/strong> par personne<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-chips is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-chip wp-block-paragraph\">En ligne<\/p>\n\n\n<p class=\"cxm-v6-chip wp-block-paragraph\">En pr\u00e9sentiel<\/p>\n\n\n<p class=\"cxm-v6-chip wp-block-paragraph\">En anglais<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/course\/customer-journey-specialist-eng\/\">En savoir plus<span class=\"screen-reader-text\">: Customer Journey Specialist<\/span><\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card cxm-v6-skill is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-tags is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-tag wp-block-paragraph\">Pour les professionnels du CX<\/p>\n\n<\/div>\n\n\n<figure class=\"wp-block-image size-full cxm-v6-media\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-skill-business-case.webp 1x\" width=\"640\" height=\"400\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-skill-business-case.jpg\" alt=\"Un business case CX ouvert sur un ordinateur portable\"\/><\/figure>\n\n\n<div class=\"wp-block-group cxm-v6-skill-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-skill-k wp-block-paragraph\">CXM Skills<\/p>\n\n\n<h3 class=\"wp-block-heading\">Construire un business case<\/h3>\n\n\n<p class=\"cxm-v6-skill-course wp-block-paragraph\">Monetizing The Experience \u00b7 Alain Thys<\/p>\n\n<\/div>\n\n\n<p class=\"cxm-v6-body wp-block-paragraph\">Construisez un business case CX qui parle le langage de la finance et fait approuver votre initiative.<\/p>\n\n\n<p class=\"cxm-v6-who wp-block-paragraph\"><strong>Pour qui\u00a0:<\/strong> professionnels du CX et responsables de transformation qui ont besoin de budget et d'adh\u00e9sion pour leurs initiatives d'exp\u00e9rience client.<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-card-foot is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-price wp-block-paragraph\"><strong>495\u00a0\u20ac<\/strong> par personne<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-chips is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-chip wp-block-paragraph\">En ligne<\/p>\n\n\n<p class=\"cxm-v6-chip wp-block-paragraph\">En anglais<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button is-style-outline is-style-outline--2\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/course\/monetizing-the-experience\/\">En savoir plus<span class=\"screen-reader-text\">: Monetizing The Experience<\/span><\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-buttons cxm-v6-center is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button is-style-outline cxm-arrow is-style-outline--3\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/fr-fr\/courses\/\">D\u00e9couvrir tous les programmes<\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"about\" class=\"wp-block-group alignfull cxm-v6 cxm-v6-philosophy 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-head cxm-v6-head-center is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-eyebrow wp-block-paragraph\">Notre philosophie<\/p>\n\n\n<h2 class=\"wp-block-heading\">Si vous travaillez, vous \u00eates un micro-leader CX<\/h2>\n\n\n<p class=\"cxm-v6-intro wp-block-paragraph\">Nous sommes convaincus que le CX est l'affaire de tous. Oui, nous savons ce que cela \u00e9voque\u00a0: une utopie. Une belle id\u00e9e qui ne se r\u00e9alise jamais.<\/p>\n\n\n<p class=\"cxm-v6-intro wp-block-paragraph\">Mais nous savons que c'est possible, parce que nous l'avons fait au sein de marques comme McDonald's, entre autres. Et nous avons appris que faire du CX l'affaire de tous demande trois choses\u00a0: qu'il soit rentable, concret et rendu possible.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-g3 is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-box cxm-v6-white is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-num wp-block-paragraph\">01<\/p>\n\n\n<h3 class=\"wp-block-heading\">Rentable<\/h3>\n\n\n<p class=\"cxm-v6-strap wp-block-paragraph\">Pour que la direction le soutienne.<\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">Rendre les clients heureux, c'est bien. Mais les rendre heureux d'une mani\u00e8re qui fait cro\u00eetre l'entreprise, c'est ce qui permet de tenir dans la dur\u00e9e. Nos praticiens enseignent \u00e0 la fois le m\u00e9tier et le sens des affaires qui va avec.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-box cxm-v6-white is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-num wp-block-paragraph\">02<\/p>\n\n\n<h3 class=\"wp-block-heading\">Concret<\/h3>\n\n\n<p class=\"cxm-v6-strap wp-block-paragraph\">Pour que chacun sache comment faire.<\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">Concret, cela veut dire que vous pouvez facilement l'appliquer dans votre propre contexte. Votre secteur. Votre m\u00e9tier. Votre culture. Tous nos programmes sont con\u00e7us pour cela.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-box cxm-v6-white is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-num wp-block-paragraph\">03<\/p>\n\n\n<h3 class=\"wp-block-heading\">Rendu possible<\/h3>\n\n\n<p class=\"cxm-v6-strap wp-block-paragraph\">Pour que chacun puisse le faire.<\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">M\u00eame une excellente formation peut \u00e9chouer \u00e0 la porte du bureau. Des processus d\u00e9pass\u00e9s. Des objectifs contradictoires. Des r\u00e8gles qui disent non. Nous vous aidons aussi \u00e0 faire \u00e9voluer tout cela, pour que chacun puisse vraiment faire ce qu'on attend de lui.<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-v6 cxm-v6-sticky 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-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<h2 class=\"wp-block-heading\">Des apprentissages qui s'ancrent pour de bon<\/h2>\n\n\n<p class=\"cxm-v6-intro wp-block-paragraph\">Nous d\u00e9veloppons les comp\u00e9tences et la motivation pendant la formation, puis nous cr\u00e9ons les occasions de les mettre en pratique.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-g3 is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-card is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"cxm-v6-media cxm-v6-loop\" role=\"img\" aria-label=\"La boucle d&#x27;apprentissage\u00a0: r\u00e9fl\u00e9chir, d\u00e9couvrir, appliquer\">\n<svg viewBox=\"0 0 220 140\" aria-hidden=\"true\" focusable=\"false\"><defs><marker id=\"cxm-v6-ah\" viewBox=\"0 0 10 10\" refX=\"8\" refY=\"5\" markerWidth=\"7\" markerHeight=\"7\" orient=\"auto\"><path d=\"M0 0L10 5L0 10z\" fill=\"#2774AE\"\/><\/marker><\/defs><path d=\"M62 38 Q110 6 158 38\" fill=\"none\" stroke=\"#2774AE\" stroke-width=\"2.5\" marker-end=\"url(#cxm-v6-ah)\"\/><path d=\"M168 74 Q150 124 110 124\" fill=\"none\" stroke=\"#2774AE\" stroke-width=\"2.5\" marker-end=\"url(#cxm-v6-ah)\"\/><path d=\"M84 122 Q44 116 46 78\" fill=\"none\" stroke=\"#2774AE\" stroke-width=\"2.5\" marker-end=\"url(#cxm-v6-ah)\"\/><rect x=\"6\" y=\"40\" width=\"80\" height=\"32\" rx=\"16\" fill=\"#DAEBFE\"\/><text x=\"46\" y=\"61\" text-anchor=\"middle\">R\u00e9fl\u00e9chir<\/text><rect x=\"134\" y=\"40\" width=\"80\" height=\"32\" rx=\"16\" fill=\"#DAEBFE\"\/><text x=\"174\" y=\"61\" text-anchor=\"middle\">D\u00e9couvrir<\/text><rect x=\"70\" y=\"106\" width=\"80\" height=\"32\" rx=\"16\" fill=\"#FFD100\"\/><text x=\"110\" y=\"127\" text-anchor=\"middle\">Appliquer<\/text><\/svg>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\">Boucles d'apprentissage<\/h3>\n\n\n<p class=\"cxm-v6-body wp-block-paragraph\">Les participants retiennent davantage ce qu'ils ont appris et l'appliquent mieux au quotidien.<\/p>\n\n\n<p class=\"cxm-v6-how wp-block-paragraph\"><strong>En pratique\u00a0:<\/strong> dans CXM Foundations, CXM Professional et Customer Journey Specialist, chaque module est interactif\u00a0: pas question de regarder des heures de vid\u00e9o. Vous r\u00e9fl\u00e9chissez \u00e0 une situation r\u00e9elle, d\u00e9couvrez la th\u00e9orie, puis l'appliquez aussit\u00f4t.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-media cxm-v6-wa is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-wa-from wp-block-paragraph\">CXM Academy \u00b7 WhatsApp<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-wa-bubble is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-wa-title wp-block-paragraph\"><strong>\u00c0 essayer cette semaine<\/strong><\/p>\n\n\n<p class=\"cxm-v6-wa-text wp-block-paragraph\">Lors de votre prochain appel difficile, formulez ce que le client souhaite avant d'expliquer la r\u00e8gle. Ensuite, notez une chose qui a chang\u00e9.<\/p>\n\n\n<p class=\"cxm-v6-wa-time wp-block-paragraph\">09:02<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<h3 class=\"wp-block-heading\">Des coups de pouce qui font vivre les acquis<\/h3>\n\n\n<p class=\"cxm-v6-body wp-block-paragraph\">Dans nos programmes d'\u00e9quipe, nous veillons \u00e0 ce que vos collaborateurs mettent leurs acquis en pratique au quotidien.<\/p>\n\n\n<p class=\"cxm-v6-how wp-block-paragraph\"><strong>En pratique\u00a0:<\/strong> apr\u00e8s la formation, de courts messages par e-mail, WhatsApp ou Teams, chacun avec une petite mission \u00e0 essayer dans son propre travail.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-media\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-workshop.webp 1x\" width=\"800\" height=\"500\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/v6-workshop.jpg\" alt=\"Une \u00e9quipe transforme ses apprentissages en actions lors d&#x27;un atelier\"\/><\/figure>\n\n\n<h3 class=\"wp-block-heading\">Ateliers d'activation<\/h3>\n\n\n<p class=\"cxm-v6-body wp-block-paragraph\">Des \u00e9quipes enti\u00e8res suivent la formation au m\u00eame rythme, m\u00eame l\u00e0 o\u00f9 le changement suscite des r\u00e9sistances, et repartent avec des actions concr\u00e8tes pour leur propre travail.<\/p>\n\n\n<p class=\"cxm-v6-how wp-block-paragraph\"><strong>En pratique\u00a0:<\/strong> les participants suivent d'abord les modules en ligne, puis se retrouvent en atelier, anim\u00e9 par vous ou par nous, pour transformer leurs acquis en actions pour leur \u00e9quipe.<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-v6 cxm-v6-tiers 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-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<h2 class=\"wp-block-heading\">Plus la r\u00e9sistance au changement est forte, plus nous renfor\u00e7ons l'accompagnement<\/h2>\n\n\n<p class=\"cxm-v6-intro wp-block-paragraph\">Toutes les organisations ne partent pas du m\u00eame point. Nous adaptons notre fa\u00e7on de former \u00e0 l'ouverture de vos collaborateurs au changement.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-g3 is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-card is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-tier-top is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-tag wp-block-paragraph\">R\u00e9sistance faible<\/p>\n\n\n<p class=\"cxm-v6-meter\" role=\"img\" aria-label=\"Accompagnement\u00a0: niveau 1 sur 3\"><span aria-hidden=\"true\">Accompagnement<\/span><span class=\"cxm-v6-cells\" aria-hidden=\"true\"><i class=\"is-on\"><\/i><i class=\"\"><\/i><i class=\"\"><\/i><\/span><\/p>\n\n<\/div>\n\n\n<h3 class=\"wp-block-heading\">En ligne<\/h3>\n\n\n<p class=\"cxm-v6-body wp-block-paragraph\">Rapide et peu contraignant, pour les organisations qui ont d\u00e9j\u00e0 envie de changer.<\/p>\n\n\n<p class=\"cxm-v6-how wp-block-paragraph\"><strong>En pratique\u00a0:<\/strong> chacun suit les modules en ligne \u00e0 son rythme. Les participants sont assez motiv\u00e9s pour aller au bout sans coup de pouce suppl\u00e9mentaire.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-tier-top is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-tag wp-block-paragraph\">R\u00e9sistance mod\u00e9r\u00e9e<\/p>\n\n\n<p class=\"cxm-v6-meter\" role=\"img\" aria-label=\"Accompagnement\u00a0: niveau 2 sur 3\"><span aria-hidden=\"true\">Accompagnement<\/span><span class=\"cxm-v6-cells\" aria-hidden=\"true\"><i class=\"is-on\"><\/i><i class=\"is-on\"><\/i><i class=\"\"><\/i><\/span><\/p>\n\n<\/div>\n\n\n<h3 class=\"wp-block-heading\">En ligne et atelier d'activation<\/h3>\n\n\n<p class=\"cxm-v6-body wp-block-paragraph\">Tout le monde avance au m\u00eame rythme, et chaque \u00e9quipe traduit ses apprentissages en actions.<\/p>\n\n\n<p class=\"cxm-v6-how wp-block-paragraph\"><strong>En pratique\u00a0:<\/strong> les participants suivent les modules en ligne, puis se retrouvent pour un atelier en pr\u00e9sentiel qui rend la formation concr\u00e8te pour leur \u00e9quipe.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-tier-top is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-tag wp-block-paragraph\">R\u00e9sistance forte<\/p>\n\n\n<p class=\"cxm-v6-meter\" role=\"img\" aria-label=\"Accompagnement\u00a0: niveau 3 sur 3\"><span aria-hidden=\"true\">Accompagnement<\/span><span class=\"cxm-v6-cells\" aria-hidden=\"true\"><i class=\"is-on\"><\/i><i class=\"is-on\"><\/i><i class=\"is-on\"><\/i><\/span><\/p>\n\n<\/div>\n\n\n<h3 class=\"wp-block-heading\">En pr\u00e9sentiel<\/h3>\n\n\n<p class=\"cxm-v6-body wp-block-paragraph\">L'adh\u00e9sion la plus profonde, pour les organisations qui ont besoin de plus qu'un simple coup de pouce.<\/p>\n\n\n<p class=\"cxm-v6-how wp-block-paragraph\"><strong>En pratique\u00a0:<\/strong> les \u00e9quipes se forment ensemble en pr\u00e9sentiel, puis poursuivent en ligne. Plus d'efforts, mais le bon choix quand la r\u00e9sistance au changement est forte.<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-v6 cxm-v6-local has-navy-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-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<h2 class=\"wp-block-heading\">Un m\u00eame standard d'exp\u00e9rience client, dans chaque pays et sur chaque site<\/h2>\n\n\n<p class=\"cxm-v6-intro wp-block-paragraph\">Ce qui fonctionne \u00e0 Amsterdam ne fonctionne pas toujours \u00e0 Riyad. Nous aidons donc chaque \u00e9quipe \u00e0 appliquer le m\u00eame standard d'une mani\u00e8re adapt\u00e9e \u00e0 son march\u00e9 local.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-local-grid is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-example is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-tag wp-block-paragraph\">Exemple<\/p>\n\n\n<h3 class=\"wp-block-heading\">Ce que \u00ab\u00a0pratique\u00a0\u00bb veut dire dans un fast-food<\/h3>\n\n\n<div class=\"wp-block-group cxm-v6-market is-layout-flow wp-block-group-is-layout-flow\">\n\n<svg class=\"cxm-v6-flag\" viewBox=\"0 0 44 44\" width=\"44\" height=\"44\" role=\"img\" aria-label=\"Belgique\"><rect width=\"15\" height=\"44\" fill=\"#16212B\"\/><rect x=\"15\" width=\"14\" height=\"44\" fill=\"#FFD100\"\/><rect x=\"29\" width=\"15\" height=\"44\" fill=\"#E2001A\"\/><\/svg>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><strong>Belgique<\/strong><\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">Le repas servi \u00e0 table.<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-market is-layout-flow wp-block-group-is-layout-flow\">\n\n<svg class=\"cxm-v6-flag has-line\" viewBox=\"0 0 44 44\" width=\"44\" height=\"44\" role=\"img\" aria-label=\"Bulgarie\"><rect width=\"44\" height=\"15\" fill=\"#FFFFFF\"\/><rect y=\"15\" width=\"44\" height=\"14\" fill=\"#00966E\"\/><rect y=\"29\" width=\"44\" height=\"15\" fill=\"#D62612\"\/><\/svg>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><strong>Bulgarie<\/strong><\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">Commander au comptoir et y \u00eatre servi.<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-market is-layout-flow wp-block-group-is-layout-flow\">\n\n<svg class=\"cxm-v6-flag has-line\" viewBox=\"0 0 44 44\" width=\"44\" height=\"44\" role=\"img\" aria-label=\"Malaisie\"><rect y=\"0.00\" width=\"44\" height=\"3.19\" fill=\"#CC0001\"\/><rect y=\"3.14\" width=\"44\" height=\"3.19\" fill=\"#FFFFFF\"\/><rect y=\"6.29\" width=\"44\" height=\"3.19\" fill=\"#CC0001\"\/><rect y=\"9.43\" width=\"44\" height=\"3.19\" fill=\"#FFFFFF\"\/><rect y=\"12.57\" width=\"44\" height=\"3.19\" fill=\"#CC0001\"\/><rect y=\"15.71\" width=\"44\" height=\"3.19\" fill=\"#FFFFFF\"\/><rect y=\"18.86\" width=\"44\" height=\"3.19\" fill=\"#CC0001\"\/><rect y=\"22.00\" width=\"44\" height=\"3.19\" fill=\"#FFFFFF\"\/><rect y=\"25.14\" width=\"44\" height=\"3.19\" fill=\"#CC0001\"\/><rect y=\"28.29\" width=\"44\" height=\"3.19\" fill=\"#FFFFFF\"\/><rect y=\"31.43\" width=\"44\" height=\"3.19\" fill=\"#CC0001\"\/><rect y=\"34.57\" width=\"44\" height=\"3.19\" fill=\"#FFFFFF\"\/><rect y=\"37.71\" width=\"44\" height=\"3.19\" fill=\"#CC0001\"\/><rect y=\"40.86\" width=\"44\" height=\"3.19\" fill=\"#FFFFFF\"\/><rect width=\"23\" height=\"25.14\" fill=\"#010066\"\/><circle cx=\"9.2\" cy=\"12.6\" r=\"7\" fill=\"#FFCC00\"\/><circle cx=\"10.9\" cy=\"12.6\" r=\"5.9\" fill=\"#010066\"\/><polygon points=\"17.00,8.00 17.47,10.55 19.00,8.46 18.31,10.96 20.60,9.73 18.89,11.69 21.48,11.58 19.10,12.60 21.48,13.62 18.89,13.51 20.60,15.47 18.31,14.24 19.00,16.74 17.47,14.65 17.00,17.20 16.53,14.65 15.00,16.74 15.69,14.24 13.40,15.47 15.11,13.51 12.52,13.62 14.90,12.60 12.52,11.58 15.11,11.69 13.40,9.73 15.69,10.96 15.00,8.46 16.53,10.55\" fill=\"#FFCC00\"\/><\/svg>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><strong>Malaisie<\/strong><\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">Des tables et des chaises mobiles, pour que toute la famille puisse s'asseoir ensemble.<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<p class=\"cxm-v6-example-end wp-block-paragraph\">M\u00eame objectif, attentes diff\u00e9rentes. Notre formation aide les \u00e9quipes \u00e0 d\u00e9couvrir ce que les clients attendent sur chaque march\u00e9, pour que le standard reste constant l\u00e0 o\u00f9 c'est essentiel et s'adapte l\u00e0 o\u00f9 c'est n\u00e9cessaire.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-points is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-point is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-dot wp-block-paragraph\">01<\/p>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">Le m\u00eame concept, adapt\u00e9 \u00e0 votre culture<\/h3>\n\n\n<p class=\"wp-block-paragraph\">Nous enseignons les principes universels qui sous-tendent les besoins des clients, puis montrons comment ils se traduisent localement. Chaque \u00e9quipe applique le m\u00eame standard, sans plaquer les recettes d'un march\u00e9 sur un autre.<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-point is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-dot wp-block-paragraph\">02<\/p>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">Des coups de pouce adapt\u00e9s au m\u00e9tier de chacun<\/h3>\n\n\n<p class=\"wp-block-paragraph\">Apr\u00e8s un programme de formation en \u00e9quipe, les collaborateurs peuvent recevoir de courts messages r\u00e9dig\u00e9s pour leur propre contexte (fonction, culture, site). Le standard s'applique alors au quotidien, d'une mani\u00e8re qui colle \u00e0 leur r\u00e9alit\u00e9.<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-point is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-dot wp-block-paragraph\">03<\/p>\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<h3 class=\"wp-block-heading\">CXM Foundations existe en six langues<\/h3>\n\n\n<p class=\"wp-block-paragraph\">La m\u00eame formation, dans la langue de votre \u00e9quipe et avec des exemples tir\u00e9s de son propre march\u00e9.<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-v6 cxm-v6-update 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-g2 is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-photo-wide\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/michel-stage.webp 1x\" width=\"1200\" height=\"800\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/michel-stage.jpg\" alt=\"Michel Stevens, notre directeur p\u00e9dagogique, sur sc\u00e8ne\"\/><\/figure>\n\n\n<div class=\"wp-block-group cxm-v6-stack is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-eyebrow wp-block-paragraph\">Toujours \u00e0 jour<\/p>\n\n\n<h2 class=\"wp-block-heading\">Nous mettons nos programmes \u00e0 jour chaque trimestre<\/h2>\n\n\n<p class=\"cxm-v6-lede wp-block-paragraph\">La recherche sur le comportement des clients livre de nouveaux enseignements, de nouvelles \u00e9tudes de cas arrivent et nous tirons des le\u00e7ons de notre propre travail avec nos clients. Chaque trimestre, notre directeur p\u00e9dagogique reprend donc la formation et y int\u00e8gre ces nouveaut\u00e9s.<\/p>\n\n\n<p class=\"cxm-link-arrow wp-block-paragraph\"><a href=\"\/blog\/why-our-courses-are-never-finished\/\">D\u00e9couvrir comment nous tenons nos formations \u00e0 jour (article en anglais)<\/a><\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"mcp\" class=\"wp-block-group alignfull cxm-v6 cxm-v6-mcp 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-g2 is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-stack is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-row is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-new wp-block-paragraph\">Nouveau<\/p>\n\n\n<p class=\"cxm-v6-eyebrow wp-block-paragraph\">Connecteur MCP CXM<\/p>\n\n<\/div>\n\n\n<h2 class=\"wp-block-heading\">Vous cartographiez un parcours ou construisez un business case CX\u00a0? Notre connecteur MCP est l\u00e0 pour vous aider.<\/h2>\n\n\n<p class=\"cxm-v6-lede wp-block-paragraph\">Pour nous, une formation n'est pas r\u00e9ussie quand les participants la terminent. Elle l'est quand ils l'utilisent au travail. C'est pourquoi chaque client b\u00e9n\u00e9ficie d'un acc\u00e8s \u00e0 vie \u00e0 notre connecteur MCP. Il met les connaissances de la formation CXM au service de votre travail et vous guide \u00e0 chaque \u00e9tape, exactement comme vous l'avez appris.<\/p>\n\n\n<p class=\"cxm-v6-eyebrow cxm-v6-muted-k wp-block-paragraph\">Cas d'usage<\/p>\n\n\n<ul class=\"wp-block-list cxm-v6-pills\">\n<li>Conception d'enqu\u00eates<\/li>\n\n<li>Voix du client<\/li>\n\n<li>Du NPS ou du CSAT au chiffre d'affaires<\/li>\n\n<li>Cartographie du parcours client<\/li>\n\n<li>Business case CX<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/cxm-academy-mcp-connector\/\">En savoir plus (page en anglais)<span class=\"screen-reader-text\">: CXM MCP connector<\/span><\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"cxm-v6-chat\" role=\"img\" aria-label=\"Exemple\u00a0: le connecteur CXM transforme des r\u00e9ponses ouvertes d&#x27;enqu\u00eate en cartographie du parcours client, \u00e9tape par \u00e9tape\">\n<div class=\"cxm-v6-chat-bar\" aria-hidden=\"true\"><span class=\"cxm-v6-chat-dots\"><i><\/i><i><\/i><i><\/i><\/span><span>Chat IA \u00b7 connecteur CXM activ\u00e9<\/span><\/div>\n<div class=\"cxm-v6-chat-me\" aria-hidden=\"true\">Voici 400 r\u00e9ponses ouvertes \u00e0 notre enqu\u00eate d'onboarding. Construisez le parcours client.<\/div>\n<div class=\"cxm-v6-chat-ai\" aria-hidden=\"true\">\n<span class=\"cxm-v6-chat-k\">Connecteur CXM \u00b7 Cartographie du parcours \u00b7 \u00c9tape 3 sur 5, Cartographier<\/span>\n<span class=\"cxm-v6-chat-steps\"><span class=\"is-up\">Inscription<b>+<\/b><\/span><span class=\"is-up\">Premi\u00e8re connexion<b>+<\/b><\/span><span class=\"is-mid\">Configuration<b>&#9660;<\/b><\/span><span class=\"is-low\">Premi\u00e8re facture<b>&#9660;&#9660;<\/b><\/span><\/span>\n<span>La premi\u00e8re facture est le point bas\u00a0: les surprises de facturation y sont cit\u00e9es le plus souvent. \u00c9tape suivante, D\u00e9cider\u00a0: quelle correction compte le plus pour vos clients\u00a0?<\/span>\n<\/div>\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-v6 cxm-v6-quotes 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-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<h2 class=\"wp-block-heading\">Ce que nos clients appr\u00e9cient chez nous<\/h2>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-stack is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-eyebrow cxm-v6-muted-k wp-block-paragraph\">Ils nous font confiance<\/p>\n\n\n<div class=\"wp-block-group cxm-logos cxm-logos-n5 cxm-v6-trusted is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-mcdonalds\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mcdonalds.webp 1x\" width=\"84\" height=\"73\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mcdonalds.png\" alt=\"McDonald's\"\/><\/figure>\n\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-mercedes-benz\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mercedes-benz.webp 1x\" width=\"300\" height=\"75\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-mercedes-benz.png\" alt=\"Mercedes-Benz\"\/><\/figure>\n\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-allianz\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-allianz.webp 1x\" width=\"212\" height=\"54\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-allianz.png\" alt=\"Allianz\"\/><\/figure>\n\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-booking-com\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-booking-com.webp 1x\" width=\"238\" height=\"40\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-booking-com.png\" alt=\"Booking.com\"\/><\/figure>\n\n\n<figure class=\"wp-block-image size-full cxm-logo cxm-logo-bmw\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bmw.webp 1x\" width=\"74\" height=\"74\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/client-bmw.png\" alt=\"BMW\"\/><\/figure>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-g3 is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-card cxm-v6-quote is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-skill-k wp-block-paragraph\">CXM Professional<\/p>\n\n\n<p class=\"cxm-quote-line wp-block-paragraph\">The course is for everyone who wants to understand customer behavior, develop CX as a field of expertise, or improve the culture of customer-centricity in their organization.<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-person is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-avatar\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/learner-camilla-norseng.webp 1x\" width=\"160\" height=\"160\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/learner-camilla-norseng.jpg\" alt=\"Camilla Norseng\"\/><\/figure>\n\n\n<div class=\"wp-block-group cxm-v6-person-text is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><strong>Camilla Norseng<\/strong><\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">Head of Customer Experience<\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">ICE, Norv\u00e8ge<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card cxm-v6-quote is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-skill-k wp-block-paragraph\">CXM Professional<\/p>\n\n\n<p class=\"cxm-quote-line wp-block-paragraph\">A particular strength was the professional dive into models and methods. It gives a solid foundation for engaging management and creating organizational support for the work on customer experience. Highly recommended.<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-person is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-avatar\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/learner-stine-hjartved.webp 1x\" width=\"160\" height=\"160\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/learner-stine-hjartved.jpg\" alt=\"Stine Hjartved\"\/><\/figure>\n\n\n<div class=\"wp-block-group cxm-v6-person-text is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><strong>Stine Hjartved<\/strong><\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">Retail Manager Northern Europe<\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">BMW, Danemark<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card cxm-v6-quote is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-v6-skill-k wp-block-paragraph\">The Personalization Playbook<\/p>\n\n\n<p class=\"cxm-quote-line wp-block-paragraph\">I joined the masterclass wanting to sharpen my skills. I left with a framework, a new way of thinking about the customer journey, and a stronger professionalism in personalization.<\/p>\n\n\n<div class=\"wp-block-group cxm-v6-person is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-avatar\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/learner-elsa-fanney-jonsdottir.webp 1x\" width=\"160\" height=\"160\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/learner-elsa-fanney-jonsdottir.jpg\" alt=\"Elsa Fanney J\u00f3nsd\u00f3ttir\"\/><\/figure>\n\n\n<div class=\"wp-block-group cxm-v6-person-text is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"wp-block-paragraph\"><strong>Elsa Fanney J\u00f3nsd\u00f3ttir<\/strong><\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">Content Manager<\/p>\n\n\n<p class=\"cxm-v6-muted wp-block-paragraph\">Duos<\/p>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"faculty\" class=\"wp-block-group alignfull cxm-v6 cxm-v6-faculty 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-head is-layout-flow wp-block-group-is-layout-flow\">\n\n<h2 class=\"wp-block-heading\">Les experts qui vous forment<\/h2>\n\n\n<p class=\"cxm-v6-intro wp-block-paragraph\">Nos formateurs sont des praticiens qui ont construit l'exp\u00e9rience client au sein de vraies marques, pas des enseignants de carri\u00e8re.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-g4 is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group cxm-v6-card cxm-v6-fac is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-fac-photo\"><a href=\"\/fr-fr\/michel-stevens\/\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/michel-headshot.webp 1x\" width=\"452\" height=\"452\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/michel-headshot.jpg\" alt=\"Michel Stevens\"\/><\/a><\/figure>\n\n\n<h3 class=\"wp-block-heading\"><a href=\"\/fr-fr\/michel-stevens\/\">Michel Stevens<\/a><\/h3>\n\n\n<p class=\"cxm-v6-fac-label wp-block-paragraph\">Fondateur et directeur p\u00e9dagogique<\/p>\n\n\n<p class=\"cxm-v6-muted cxm-v6-small wp-block-paragraph\">CXM Professional \u00b7 Customer Journey Specialist<\/p>\n\n\n<p class=\"cxm-quote-line wp-block-paragraph\">I don't build courses for one team. I build them for the whole organization.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card cxm-v6-fac is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-fac-photo\"><a href=\"\/fr-fr\/rasmus-houlind\/\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/faculty-rasmus-houlind-2.webp 1x\" width=\"360\" height=\"360\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/faculty-rasmus-houlind-2.jpg\" alt=\"Rasmus Houlind\"\/><\/a><\/figure>\n\n\n<h3 class=\"wp-block-heading\"><a href=\"\/fr-fr\/rasmus-houlind\/\">Rasmus Houlind<\/a><\/h3>\n\n\n<p class=\"cxm-v6-fac-label wp-block-paragraph\">Formateur \u00b7 Personalization Playbook<\/p>\n\n\n<p class=\"cxm-v6-muted cxm-v6-small wp-block-paragraph\">Auteur \u00b7 cr\u00e9ateur du Bowtie of Personalization<\/p>\n\n\n<p class=\"cxm-quote-line wp-block-paragraph\">Personalization that pays, without breaking trust.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card cxm-v6-fac is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-fac-photo\"><a href=\"\/fr-fr\/alain-thys\/\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/faculty-alain-thys.webp 1x\" width=\"360\" height=\"360\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/faculty-alain-thys.jpg\" alt=\"Alain Thys\"\/><\/a><\/figure>\n\n\n<h3 class=\"wp-block-heading\"><a href=\"\/fr-fr\/alain-thys\/\">Alain Thys<\/a><\/h3>\n\n\n<p class=\"cxm-v6-fac-label wp-block-paragraph\">Formateur \u00b7 Monetizing The Experience<\/p>\n\n\n<p class=\"cxm-v6-muted cxm-v6-small wp-block-paragraph\">Auteur \u00b7 Customer Transformation Architect<\/p>\n\n\n<p class=\"cxm-quote-line wp-block-paragraph\">Don't talk about the fluffy stuff. Start speaking in financial impact.<\/p>\n\n<\/div>\n\n\n<div class=\"wp-block-group cxm-v6-card cxm-v6-fac cxm-if-ibd is-layout-flow wp-block-group-is-layout-flow\">\n\n<figure class=\"wp-block-image size-full cxm-v6-fac-photo\"><a href=\"\/fr-fr\/course\/interaction-by-design\/\"><img srcset=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/faculty-dimitri-jambe.webp 1x\" width=\"360\" height=\"360\" decoding=\"async\" src=\"\/wp-content\/themes\/cxm-academy\/assets\/images\/faculty-dimitri-jambe.jpg\" alt=\"Dimitri Jamb\u00e9\"\/><\/a><\/figure>\n\n\n<h3 class=\"wp-block-heading\"><a href=\"\/fr-fr\/course\/interaction-by-design\/\">Dimitri Jamb\u00e9<\/a><\/h3>\n\n\n<p class=\"cxm-v6-fac-label wp-block-paragraph\">Formateur \u00b7 Interaction by Design<\/p>\n\n\n<p class=\"cxm-v6-muted cxm-v6-small wp-block-paragraph\">Expert en relation client et en formation \u00b7 Formateur CX ind\u00e9pendant<\/p>\n\n<\/div>\n\n<\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n\n<div class=\"wp-block-button is-style-outline is-style-outline--4\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/the-cx-50\/\">Voir tout le panel d'experts (page en anglais)<\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"scan\" class=\"wp-block-group alignfull cxm-section 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-embed-wrap is-layout-flow wp-block-group-is-layout-flow\">\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker wp-block-paragraph\">Scan CX gratuit<\/p>\n\n\n<h2 class=\"wp-block-heading\">O\u00f9 votre organisation perd-elle le client\u00a0?<\/h2>\n\n\n<p class=\"cxm-lede cxm-muted wp-block-paragraph\">Le scan Customer-Centricity Gap, en anglais, c'est douze questions et environ dix minutes. Il mesure les quatre forces qui d\u00e9cident si vos \u00e9quipes peuvent vraiment faire passer le client d'abord\u00a0: l'engagement, la comp\u00e9tence, les opportunit\u00e9s et la coordination. Vous voyez votre r\u00e9sultat tout de suite, et le rapport complet, envoy\u00e9 par e-mail, montre o\u00f9 les intentions et la pratique quotidienne divergent, et quelle formation comble cet \u00e9cart.<\/p>\n\n\n<ul class=\"wp-block-list cxm-oct-list cxm-mt\">\n<li>12 questions, sans cr\u00e9er de compte<\/li>\n\n<li>Votre r\u00e9sultat \u00e0 l'\u00e9cran, sans adresse e-mail<\/li>\n\n<li>Vous oriente vers la formation qui comble votre plus grand \u00e9cart<\/li>\n<\/ul>\n\n<\/div>\n\n\n<!-- CXM Hub embed: The Customer-Centricity Gap. The theme (inc\/hub.php) adds the Hub loader after this card, which fills the card body\n     with the live tool in the page's language. data-link is the Hub funnel link token (Hub admin: Lead magnets,\n     Links & embed); the body id must stay cxm-hub-gap-scan. Answers go straight into the Hub CRM; nothing is stored in WordPress.\n     Until the tool loads the body shows a skeleton; the fallback line shows only when it fails to load (theme.css, theme.js). -->\n<div class=\"cxm-embed\" data-cxm-hub-embed=\"gap-scan\" data-link=\"3jcnjxb65q\" data-style=\"flat\">\n<div class=\"cxm-embed-top\"><b>The Customer-Centricity Gap<\/b><span>12 questions<\/span><\/div>\n<div class=\"cxm-embed-body\" id=\"cxm-hub-gap-scan\">\n<div class=\"cxm-progress\" aria-hidden=\"true\"><i><\/i><\/div>\n<h3>Douze questions, environ dix minutes.<\/h3>\n<p class=\"cxm-embed-fallback\">L'outil se charge ici depuis le CXM Hub. S'il n'appara\u00eet pas, \u00e9crivez \u00e0 <a href=\"mailto:hello@cxm.academy?subject=Customer-Centricity%20Gap%20scan\">hello@cxm.academy<\/a> et nous vous enverrons le lien.<\/p>\n<\/div>\n<\/div>\n<script data-lang=\"fr\" data-link=\"3jcnjxb65q\" data-style=\"flat\" data-target=\"#cxm-hub-gap-scan\" defer src=\"https:\/\/hub.cxm.academy\/embed.js\"><\/script>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section id=\"faq\" class=\"wp-block-group alignfull cxm-section cxm-v5 cxm-v5-faq 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 cxm-wrap cxm-narrow is-layout-flow wp-block-group-is-layout-flow\">\n\n<p class=\"cxm-kicker wp-block-paragraph\">Questions<\/p>\n\n\n<h2 class=\"wp-block-heading\">Questions fr\u00e9quentes<\/h2>\n\n\n<div class=\"wp-block-group cxm-faq is-layout-flow wp-block-group-is-layout-flow\">\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Qu'est-ce que CXM Academy\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">CXM Academy forme au management de l'exp\u00e9rience client. Vous pouvez vous former en ligne \u00e0 votre rythme, en pr\u00e9sentiel sur deux jours ou avec toute votre organisation, des \u00e9quipes en premi\u00e8re ligne jusqu'\u00e0 la comptabilit\u00e9. Des praticiens, dont plusieurs auteurs de livres, con\u00e7oivent nos formations, et nous les mettons \u00e0 jour chaque trimestre. CXM Academy est une marque de goCX BV, soci\u00e9t\u00e9 \u00e9tablie en Belgique. Des partenaires animent nos formations dans les pays nordiques et dans le Golfe.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Quelle formation me convient\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Partez de ce que vous avez \u00e0 accomplir. CXM Professional si vous pilotez le programme CX et avez un objectif \u00e0 atteindre. Une formation sp\u00e9cialis\u00e9e si vous avez besoin d'une comp\u00e9tence pr\u00e9cise, tout de suite\u00a0: Customer Journey Specialist ou Monetizing The Experience. CXM Foundations si toute l'entreprise a besoin d'un m\u00eame langage client. Interaction by Design si vos \u00e9quipes en premi\u00e8re ligne doivent mieux mener leurs conversations avec les clients.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Comment se d\u00e9roulent les formations\u00a0? S'agit-il simplement de vid\u00e9os\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Non. Nos formations en ligne se suivent \u00e0 votre rythme, avec des le\u00e7ons interactives. Dans CXM Foundations, CXM Professional et Customer Journey Specialist, chaque le\u00e7on part d'une situation r\u00e9elle\u00a0: vous choisissez d'abord votre r\u00e9ponse, puis vous d\u00e9couvrez le mod\u00e8le et l'appliquez \u00e0 un nouveau cas. C'est plus proche d'un entra\u00eenement guid\u00e9 que d'un cours magistral film\u00e9. Pour les \u00e9quipes, nous adaptons le format au groupe\u00a0: en ligne \u00e0 leur rythme, en atelier ou en formation compl\u00e8te en pr\u00e9sentiel.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Vais-je obtenir un certificat\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">Oui. Nos formations en ligne pour les particuliers et notre formation en pr\u00e9sentiel se terminent par un examen et un certificat. Les questions d'examen sont tir\u00e9es au sort, et il faut obtenir 70\u00a0% pour r\u00e9ussir \u00e0 la premi\u00e8re tentative, 80\u00a0% \u00e0 la deuxi\u00e8me. Votre certificat n'expire pas et vous pouvez l'ajouter \u00e0 votre profil LinkedIn. Pour CXM Professional, vous choisissez entre l'examen et un projet final (capstone).<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Dans quelles langues et dans quels pays intervenez-vous\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">CXM Foundations existe en anglais, en n\u00e9erlandais, en fran\u00e7ais, en danois, en norv\u00e9gien et en arabe, avec des exemples locaux. CXM Professional est en anglais, avec une \u00e9dition en arabe pour le Golfe. Les formations sp\u00e9cialis\u00e9es sont en anglais. Interaction by Design est dispens\u00e9e en n\u00e9erlandais, en fran\u00e7ais et en anglais. Nos formations en pr\u00e9sentiel se sont tenues \u00e0 Anvers, Oslo, Copenhague et Duba\u00ef, et des partenaires interviennent dans les pays nordiques et dans le Golfe.<\/p>\n\n<\/details>\n\n\n<details class=\"wp-block-details is-layout-flow wp-block-details-is-layout-flow\"><summary>Combien co\u00fbtent les formations, et la TVA est-elle comprise\u00a0?<\/summary>\n\n<p class=\"wp-block-paragraph\">CXM Professional, Customer Journey Specialist et Monetizing The Experience co\u00fbtent 495\u00a0\u20ac chacune. La formation de deux jours en pr\u00e9sentiel, CXM Professional Classroom, est propos\u00e9e \u00e0 partir de 1\u00a0250\u00a0\u20ac HT par participant, examen et certificat compris. Chaque session a son propre prix. Les prix affich\u00e9s sont hors taxes. Les particuliers de l'UE paient en plus 21\u00a0% de TVA belge (495\u00a0\u20ac HT font 598,95\u00a0\u20ac TTC). Vous achetez pour une entreprise\u00a0? Nous vous envoyons une facture \u00e9tablie \u00e0 sa raison sociale, avec son num\u00e9ro de TVA intracommunautaire. Pour CXM Foundations et Interaction by Design, le prix est \u00e9tabli par organisation\u00a0: demandez un devis.<\/p>\n\n<\/details>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n\n\n<section class=\"wp-block-group alignfull cxm-v6 cxm-v6-closing has-navy-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-head cxm-v6-head-center is-layout-flow wp-block-group-is-layout-flow\">\n\n<h2 class=\"wp-block-heading\">Pr\u00eat \u00e0 faire de l'orientation client une habitude qui dure\u00a0?<\/h2>\n\n\n<p class=\"cxm-v6-intro wp-block-paragraph\">Commencez d\u00e8s aujourd'hui \u00e0 votre rythme, ou planifiez un \u00e9change\u00a0: nous verrons ensemble qui former, et sous quel format, selon votre organisation.<\/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-gold\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/fr-fr\/courses\/\">Voir nos formations<\/a><\/div>\n\n\n<div class=\"wp-block-button cxm-v6-btn-ghost\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/contact\/\">Planifier un \u00e9change<\/a><\/div>\n\n<\/div>\n\n<\/div>\n\n<\/div>\n\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Faites de l'orientation client un r\u00e9flexe dans toute l'entreprise Cela ressemble \u00e0 une utopie, et pourtant nous y parvenons. D\u00e9couvrez nos programmes de formation et de transformation, anim\u00e9s par des praticiens qui l'ont fait au sein de marques comme McDonald's. Nouveau programme Interaction by Design. Offrez un service client d'exception. D\u00e9couvrir le programme 14\u00a0500 formations [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"cxm_tkey":"home","footnotes":""},"class_list":["post-5","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/pages\/5","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/comments?post=5"}],"version-history":[{"count":17,"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/pages\/5\/revisions"}],"predecessor-version":[{"id":107,"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/pages\/5\/revisions\/107"}],"wp:attachment":[{"href":"https:\/\/www.cxm.academy\/fr-fr\/wp-json\/wp\/v2\/media?parent=5"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}