{"id":10078,"date":"2022-01-21T09:42:00","date_gmt":"2022-01-21T09:42:00","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=podcast&#038;p=10078"},"modified":"2026-03-28T00:46:12","modified_gmt":"2026-03-27T23:46:12","slug":"s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client","status":"publish","type":"podcast","link":"https:\/\/odigo.com\/fr\/podcast\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\/","title":{"rendered":"S2 \u2013 Episode 1 \u2013 2002-2022 : L\u2019\u00e9volution du m\u00e9tier de conseiller client"},"content":{"rendered":"    <section\n        class=\"  section article-body podcast-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<p><span style=\"text-decoration: underline;\">Retrouvez ce podcast sur<\/span> : <a href=\"https:\/\/podcasts.apple.com\/fr\/podcast\/cx-voices\/id1559921002\" target=\"_blank\" rel=\"noreferrer noopener\">Apple podcast<\/a> \/\/ <a href=\"https:\/\/open.spotify.com\/show\/4H1O7gVLBxvAFNSemKmUSC\" target=\"_blank\" rel=\"noreferrer noopener\">spotify<\/a><\/p>\n\n\n\n<p>Bienvenue sur <strong><mark style=\"background-color:rgba(0, 0, 0, 0);color:#ff3466\" class=\"has-inline-color\">CX voices<\/mark><\/strong>, le podcast Odigo qui vous offre un autre regard sur l&rsquo;exp\u00e9rience client et conseiller. <\/p>\n\n\n\n<p>Apr\u00e8s avoir \u00e9voqu\u00e9 la question du r\u00f4le de l&rsquo;\u00e9motion dans la relation client. CX voices est de retour pour une deuxi\u00e8me saison, o\u00f9 nous vous offrons un regard \u00e0 360 degr\u00e9s sur <strong><span style=\"color:#ff3466\" class=\"has-inline-color\">le m\u00e9tier de conseiller client.<\/span><\/strong>&nbsp;<\/p>\n\n\n\n<p>Dans ce premier \u00e9pisode de notre podcast, nous avons eu le plaisir de recevoir<strong><span style=\"color:#ff3466\" class=\"has-inline-color\"> Jean-Marc Penelaud<\/span><\/strong>, ancien conseiller client, maintenant directeur de la relation client chez La Redoute, et <strong><span style=\"color:#ff3466\" class=\"has-inline-color\">Patrice Mazoyer<\/span><\/strong>, Chief transformation &amp; integration officer chez Comdata. Appuy\u00e9 par <strong><span style=\"color:#ff3466\" class=\"has-inline-color\">le t\u00e9moignage de Sylvia<\/span><\/strong>, conseill\u00e8re client\u00e8le dans une enseigne de grande distribution depuis 20 ans, ils abordent la question de l&rsquo;\u00e9volution du r\u00f4le de conseiller client et ses enjeux actuels.&nbsp;<\/p>\n\n\n\n<p><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-black-color\">Nos invit\u00e9s parleront de <\/mark><mark style=\"background-color:rgba(0, 0, 0, 0);color:#ff3466\" class=\"has-inline-color\"><strong>l&rsquo;\u00e9volution des dispositifs technologiques, les outils utilis\u00e9s et la pluralit\u00e9 des canaux<\/strong>,<\/mark><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-black-color\"> et comment ils ont impact\u00e9 les comp\u00e9tences et les attentes du conseiller en centre de contacts.<\/mark><\/p>\n\n\n\n<p><strong>Au programme : &nbsp;&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Qu&rsquo;attendons-nous d&rsquo;un conseiller en service client il y a 20 ans par rapport \u00e0 maintenant ? Ses comp\u00e9tences doivent-elles \u00eatre les m\u00eames ? <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>En quoi cette \u00e9volution influe-t-elle sur le r\u00f4le du manager ?<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li> En quoi le m\u00e9tier de conseiller client s&rsquo;est-il diversifi\u00e9 ?<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li> Ce m\u00e9tier est-il devenu plus complexe ? <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Comment l&rsquo;environnement de travail \u00e9volue-t-il aujourd&rsquo;hui ?<\/li>\n<\/ul>\n\n\n\n<p>D\u00e9couvrez les t\u00e9moignages de<strong> <span style=\"color:#ff3466\" class=\"has-inline-color\">Jean-Marc Penelaud<\/span> <\/strong>et <strong><span style=\"color:#ff3466\" class=\"has-inline-color\">Patrice Mazoyer<\/span><\/strong>.<\/p>\n\n\n\n<p>A vos \u00e9couteurs !<\/p>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n    <section\n        class=\"  section article-body podcast-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<p>Si le podcast vous pla\u00eet et vous aide dans vos r\u00e9flexions, le meilleur moyen de nous le dire, ou de nous partager un feedback constructif, c\u2019est simplement de laisser un avis (5 \u00e9toiles de pr\u00e9f\u00e9rence) sur Apple Podcasts.<\/p>\n\n\n\n<p>Vous pouvez \u00e9galement partager ce podcast autour de vous. Je suis s\u00fbr que vous connaissez quelqu\u2019un qui aimerait beaucoup \u00e9couter des conversations inspirantes sur l&rsquo;\u00e9cosyst\u00e8me de la relation client \ud83d\ude09<\/p>\n\n\n\n<p>C\u2019est gr\u00e2ce \u00e0 vos feedbacks et vos partages que nous allons pouvoir faire conna\u00eetre ce podcast et toucher de nouvelles personnes, alors n\u2019h\u00e9sitez pas !<\/p>\n\n\n\n<p>Si vous avez des questions sur le podcast ou des personnes que vous aimeriez que j\u2019interview, vous pouvez me contacter directement sur :<strong><strong><strong> contact.odigo.fr@odigo.com<\/strong> <\/strong><\/strong><\/p>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    ","protected":false},"excerpt":{"rendered":"<p>La deuxi\u00e8me saison de CX voices, nous allons parler du m\u00e9tier essentiel de conseiller client parce que le conseiller client joue un r\u00f4le central dans l\u2019entreprise, nous avons choisi de leur donner la parole.<\/p>\n","protected":false},"author":1,"featured_media":10122,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":"25 min","embed":"<iframe width=\"100%\" height=\"166\" scrolling=\"no\" frameborder=\"no\" allow=\"autoplay\" src=\"https:\/\/w.soundcloud.com\/player\/?url=https%3A\/\/api.soundcloud.com\/tracks\/1199858527&color=%23ff3466&auto_play=false&hide_related=false&show_comments=true&show_user=true&show_reposts=false&show_teaser=true\"><\/iframe><div style=\"font-size: 10px; color: #cccccc;line-break: anywhere;word-break: normal;overflow: hidden;white-space: nowrap;text-overflow: ellipsis; font-family: Interstate,Lucida Grande,Lucida Sans Unicode,Lucida Sans,Garuda,Verdana,Tahoma,sans-serif;font-weight: 100;\"><a href=\"https:\/\/soundcloud.com\/odigocx\" title=\"Odigo\" target=\"_blank\" style=\"color: #cccccc; text-decoration: none;\">Odigo<\/a> \u00b7 <a href=\"https:\/\/soundcloud.com\/odigocx\/2002-2022-l-volution-du-m-tier\" title=\"2002-2022 : L\u2019\u00e9volution du m\u00e9tier de conseiller client\" target=\"_blank\" style=\"color: #cccccc; text-decoration: none;\">2002-2022 : L\u2019\u00e9volution du m\u00e9tier de conseiller client<\/a><\/div>"},"tags":[],"topic":[],"podcast-season":[235],"class_list":["post-10078","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","podcast-season-saison-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Ep1 : 2002-2022 : l&#039;\u00e9volution du m\u00e9tier de conseiller client<\/title>\n<meta name=\"description\" content=\"CX voices accueille Jean-Marc Penelaud et Patrice Mazoyer pour un \u00e9change passionnant autour de l&#039;\u00e9volution du m\u00e9tier de conseiller.\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ep1 : 2002-2022 : l&#039;\u00e9volution du m\u00e9tier de conseiller client\" \/>\n<meta property=\"og:description\" content=\"CX voices accueille Jean-Marc Penelaud et Patrice Mazoyer pour un \u00e9change passionnant autour de l&#039;\u00e9volution du m\u00e9tier de conseiller.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/odigo.com\/fr\/podcast\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\/\" \/>\n<meta property=\"og:site_name\" content=\"Odigo\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-27T23:46:12+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/12\/Podcast-season2_e.1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"828\" \/>\n\t<meta property=\"og:image:height\" content=\"473\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\\\/\",\"url\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\\\/\",\"name\":\"Ep1 : 2002-2022 : l'\u00e9volution du m\u00e9tier de conseiller client\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/12\\\/Podcast-season2_e.1.png\",\"datePublished\":\"2022-01-21T09:42:00+00:00\",\"dateModified\":\"2026-03-27T23:46:12+00:00\",\"description\":\"CX voices accueille Jean-Marc Penelaud et Patrice Mazoyer pour un \u00e9change passionnant autour de l'\u00e9volution du m\u00e9tier de conseiller.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\\\/#primaryimage\",\"url\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/12\\\/Podcast-season2_e.1.png\",\"contentUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/12\\\/Podcast-season2_e.1.png\",\"width\":828,\"height\":473},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\\\/\\\/odigo.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Podcasts\",\"item\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"S2 \u2013 Episode 1 \u2013 2002-2022 : L\u2019\u00e9volution du m\u00e9tier de conseiller client\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#website\",\"url\":\"https:\\\/\\\/odigo.com\\\/fr\\\/\",\"name\":\"Odigo\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/odigo.com\\\/fr\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#organization\",\"name\":\"Odigo\",\"url\":\"https:\\\/\\\/odigo.com\\\/fr\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2026\\\/03\\\/logo-odigo.svg\",\"contentUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2026\\\/03\\\/logo-odigo.svg\",\"width\":142,\"height\":63,\"caption\":\"Odigo\"},\"image\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Ep1 : 2002-2022 : l'\u00e9volution du m\u00e9tier de conseiller client","description":"CX voices accueille Jean-Marc Penelaud et Patrice Mazoyer pour un \u00e9change passionnant autour de l'\u00e9volution du m\u00e9tier de conseiller.","robots":{"index":"noindex","follow":"follow"},"og_locale":"fr_FR","og_type":"article","og_title":"Ep1 : 2002-2022 : l'\u00e9volution du m\u00e9tier de conseiller client","og_description":"CX voices accueille Jean-Marc Penelaud et Patrice Mazoyer pour un \u00e9change passionnant autour de l'\u00e9volution du m\u00e9tier de conseiller.","og_url":"https:\/\/odigo.com\/fr\/podcast\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\/","og_site_name":"Odigo","article_modified_time":"2026-03-27T23:46:12+00:00","og_image":[{"width":828,"height":473,"url":"https:\/\/odigo.com\/wp-content\/uploads\/2021\/12\/Podcast-season2_e.1.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_misc":{"Dur\u00e9e de lecture estim\u00e9e":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/odigo.com\/fr\/podcast\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\/","url":"https:\/\/odigo.com\/fr\/podcast\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\/","name":"Ep1 : 2002-2022 : l'\u00e9volution du m\u00e9tier de conseiller client","isPartOf":{"@id":"https:\/\/odigo.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/odigo.com\/fr\/podcast\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\/#primaryimage"},"image":{"@id":"https:\/\/odigo.com\/fr\/podcast\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\/#primaryimage"},"thumbnailUrl":"https:\/\/odigo.com\/wp-content\/uploads\/2021\/12\/Podcast-season2_e.1.png","datePublished":"2022-01-21T09:42:00+00:00","dateModified":"2026-03-27T23:46:12+00:00","description":"CX voices accueille Jean-Marc Penelaud et Patrice Mazoyer pour un \u00e9change passionnant autour de l'\u00e9volution du m\u00e9tier de conseiller.","breadcrumb":{"@id":"https:\/\/odigo.com\/fr\/podcast\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/odigo.com\/fr\/podcast\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/odigo.com\/fr\/podcast\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\/#primaryimage","url":"https:\/\/odigo.com\/wp-content\/uploads\/2021\/12\/Podcast-season2_e.1.png","contentUrl":"https:\/\/odigo.com\/wp-content\/uploads\/2021\/12\/Podcast-season2_e.1.png","width":828,"height":473},{"@type":"BreadcrumbList","@id":"https:\/\/odigo.com\/fr\/podcast\/s2-episode-1-2002-2022-levolution-du-metier-de-conseiller-client\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/odigo.com\/fr\/"},{"@type":"ListItem","position":2,"name":"Podcasts","item":"https:\/\/odigo.com\/fr\/podcast\/"},{"@type":"ListItem","position":3,"name":"S2 \u2013 Episode 1 \u2013 2002-2022 : L\u2019\u00e9volution du m\u00e9tier de conseiller client"}]},{"@type":"WebSite","@id":"https:\/\/odigo.com\/fr\/#website","url":"https:\/\/odigo.com\/fr\/","name":"Odigo","description":"","publisher":{"@id":"https:\/\/odigo.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/odigo.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/odigo.com\/fr\/#organization","name":"Odigo","url":"https:\/\/odigo.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/odigo.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/odigo.com\/wp-content\/uploads\/2026\/03\/logo-odigo.svg","contentUrl":"https:\/\/odigo.com\/wp-content\/uploads\/2026\/03\/logo-odigo.svg","width":142,"height":63,"caption":"Odigo"},"image":{"@id":"https:\/\/odigo.com\/fr\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/podcast\/10078","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/podcast"}],"about":[{"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/types\/podcast"}],"author":[{"embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":5,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/podcast\/10078\/revisions"}],"predecessor-version":[{"id":1009012,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/podcast\/10078\/revisions\/1009012"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/media\/10122"}],"wp:attachment":[{"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/media?parent=10078"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/tags?post=10078"},{"taxonomy":"topic","embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/topic?post=10078"},{"taxonomy":"podcast-season","embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/podcast-season?post=10078"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}