{"id":1013381,"date":"2026-08-17T13:38:13","date_gmt":"2026-08-17T12:38:13","guid":{"rendered":"https:\/\/odigo.com\/?post_type=news&p=1013381"},"modified":"2026-08-18T11:19:46","modified_gmt":"2026-08-18T10:19:46","slug":"lomnicanal-dans-lassurance-restera-incomplet-tant-que-les-donnees-et-les-metiers-resteront-eclates","status":"publish","type":"news","link":"https:\/\/odigo.com\/fr\/news\/lomnicanal-dans-lassurance-restera-incomplet-tant-que-les-donnees-et-les-metiers-resteront-eclates\/","title":{"rendered":"L’omnicanal dans l’assurance restera incomplet tant que les donn\u00e9es et les m\u00e9tiers resteront \u00e9clat\u00e9s"},"content":{"rendered":"\n

Tribune sign\u00e9e Jean-Denis Garo, publi\u00e9e dans le Journal du Net le 17 aout 2026<\/p>\n\n\n\n

Assurance : l\u2019omnicanal passe par l\u2019unification des donn\u00e9es et des m\u00e9tiers<\/h3>\n\n\n\n

Dans l\u2019assurance, proposer plusieurs canaux de contact ne suffit plus \u00e0 garantir une v\u00e9ritable exp\u00e9rience client omnicanale<\/strong>. T\u00e9l\u00e9phone, espace client, chatbot, messagerie ou applications peuvent faciliter les \u00e9changes, mais lorsque les informations restent dispers\u00e9es entre les \u00e9quipes et les syst\u00e8mes, le client continue de percevoir les ruptures du parcours.<\/p>\n\n\n\n

Pour l\u2019assur\u00e9, front office, middle office et back office n\u2019existent pas : il s\u2019adresse \u00e0 une seule marque. Il attend donc de son assureur qu\u2019il connaisse son dossier, les \u00e9changes pr\u00e9c\u00e9dents et les engagements d\u00e9j\u00e0 pris, quel que soit son interlocuteur. Cette continuit\u00e9 suppose de faire \u00e9voluer le centre de contact<\/strong> vers un r\u00f4le d\u2019orchestration de l\u2019ensemble de la relation client.<\/p>\n\n\n\n

L\u2019enjeu est autant organisationnel que technologique. Conseillers, gestionnaires, experts, partenaires et outils doivent pouvoir contribuer \u00e0 une m\u00eame conversation client. Le concept d\u2019Extended Contact Center<\/strong> r\u00e9pond \u00e0 cette \u00e9volution : mobiliser la bonne comp\u00e9tence, au bon moment, tout au long du parcours.<\/p>\n\n\n\n

La donn\u00e9e constitue la cl\u00e9 de cette transformation. Unifier les donn\u00e9es clients<\/strong> permet de construire une m\u00e9moire de la relation : sinistre en cours, dernier \u00e9change, action engag\u00e9e ou promesse faite. Sans cette vision partag\u00e9e, l\u2019omnicanal reste incomplet.<\/p>\n\n\n\n

L\u2019intelligence artificielle<\/strong> peut ensuite enrichir cette approche en r\u00e9sumant un dossier, en identifiant une incoh\u00e9rence, en sugg\u00e9rant une prochaine action ou en aidant les conseillers \u00e0 r\u00e9pondre plus efficacement. Mais l\u2019IA ne peut, \u00e0 elle seule, supprimer les silos organisationnels. La priorit\u00e9 reste donc de rapprocher les m\u00e9tiers et les donn\u00e9es pour construire une relation client plus fluide, coh\u00e9rente et durable.<\/p>\n\n\n\n

Lien : L’omnicanal dans l’assurance restera incomplet tant que les donn\u00e9es et les m\u00e9tiers resteront \u00e9clat\u00e9s<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Tribune sign\u00e9e Jean-Denis Garo, publi\u00e9e dans le Journal du Net le 17 aout 2026 Assurance : l\u2019omnicanal passe par l\u2019unification des donn\u00e9es et des m\u00e9tiers Dans l\u2019assurance, proposer plusieurs canaux de contact ne suffit plus \u00e0 garantir une v\u00e9ritable exp\u00e9rience client omnicanale. T\u00e9l\u00e9phone, espace client, chatbot, messagerie ou applications peuvent faciliter les \u00e9changes, mais lorsque […]<\/p>\n","protected":false},"author":50,"featured_media":1013383,"template":"","meta":{"_acf_changed":false,"external_url":"","publisher_name":"","footnotes":"","reading_time":""},"tags":[560],"news-type":[148],"topic":[],"class_list":["post-1013381","news","type-news","status-publish","has-post-thumbnail","hentry","tag-assurance","news-type-media"],"acf":{"news-external-url":"https:\/\/www.journaldunet.com\/intelligence-artificielle\/1553755-l-omnicanal-dans-l-assurance-restera-incomplet-tant-que-les-donnees-et-les-metiers-resteront-eclates\/","news-publisher-name":"Journal du Net (JDN)"},"yoast_head":"\nRelation client omnicanale dans l\u2019assurance : donn\u00e9es et IA<\/title>\n<meta name=\"description\" content=\"Pourquoi la relation client omnicanale dans l\u2019assurance repose sur l\u2019unification des donn\u00e9es, et l\u2019apport de 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