{"id":7906,"date":"2021-08-03T09:21:15","date_gmt":"2021-08-03T09:21:15","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=podcast&#038;p=7906"},"modified":"2026-03-28T00:43:03","modified_gmt":"2026-03-27T23:43:03","slug":"s1-ep5-lemotion-depend-t-elle-du-canal","status":"publish","type":"podcast","link":"https:\/\/odigo.com\/fr\/podcast\/s1-ep5-lemotion-depend-t-elle-du-canal\/","title":{"rendered":"S1 &#8211; Ep5 &#8211; L&rsquo;\u00e9motion d\u00e9pend-t-elle du canal ?"},"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>Retrouvez ce podcast sur : <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>Dans ce cinqui\u00e8me volet de CX voices, le podcast d&rsquo;Odigo, <strong><span style=\"color:#ff3466\" class=\"has-inline-color\">Ang\u00e9lique G\u00e9rard<\/span>,<\/strong> Directrice de la Relation Abonn\u00e9 du Groupe ILIAD, et<strong><span style=\"color:#ff3466\" class=\"has-inline-color\"> Eric Dadian,<\/span> <\/strong>Pr\u00e9sident de l&rsquo;AFRC (Association Fran\u00e7aise de la Relation Client), abordent le sujet de<span class=\"has-inline-color has-black-color\"> l&rsquo;\u00e9motion dans la relation client \u00e0 travers le prisme des canaux de contact \u00e0 disposition des consommateurs. <\/span><\/p>\n\n\n\n<p><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-black-color\"><span style=\"text-decoration: underline;\">L&rsquo;objectif de cet \u00e9pisode ?<\/span><\/mark> Comprendre <strong><mark style=\"background-color:rgba(0, 0, 0, 0);color:#ff3466\" class=\"has-inline-color\">le lien entre canaux de contact et \u00e9motion en mati\u00e8re de relation client<\/mark><\/strong> et apporter des r\u00e9ponses \u00e0 des questions comme :<\/p>\n\n\n\n<p>\u2022 Les clients ont-ils les m\u00eames attentes et ressentent-ils les m\u00eames \u00e9motions selon le canal qu\u2019ils utilisent ?<\/p>\n\n\n\n<p>\u2022 Les \u00e9motions g\u00e9n\u00e9r\u00e9es peuvent-elles \u00eatre les m\u00eames sur les canaux voix et digitaux ?<\/p>\n\n\n\n<p>\u2022 Quels usages pour la visio et WhatsApp, deux canaux \u00e9mergents en place chez Free ?<\/p>\n\n\n\n<p>\u2022 Quels enseignements tirer \u00e0 l&rsquo;issue de la pand\u00e9mie ?<\/p>\n\n\n\n<p>\u00c0 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\u2019\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 :&nbsp;<strong><mark style=\"background-color:rgba(0, 0, 0, 0);color:#ff3466\" class=\"has-inline-color\"><strong><strong><strong>contact.odigo.fr@odigo.com<\/strong> <\/strong><\/strong><\/mark><\/strong><\/p>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    ","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":10324,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":"16 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\/1060960375&color=fa3363\"><\/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\/s1-ep5-lemotion-depend-t-elle\" title=\"S1 - Ep5 - L&#x27;\u00e9motion d\u00e9pend-t-elle du canal ?\" target=\"_blank\" style=\"color: #cccccc; text-decoration: none;\">S1 - Ep5 - L&#x27;\u00e9motion d\u00e9pend-t-elle du canal ?<\/a><\/div>"},"tags":[],"topic":[],"podcast-season":[234,237],"class_list":["post-7906","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","podcast-season-saison-1","podcast-season-season-1"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>L&#039;\u00e9motion d\u00e9pend-t-elle du canal ?<\/title>\n<meta name=\"description\" content=\"Dans le cinqui\u00e8me \u00e9pisode de CX voices, nous vous parlons du lien entre canaux de contact et \u00e9motion en mati\u00e8re de relation client\" \/>\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=\"L&#039;\u00e9motion d\u00e9pend-t-elle du canal ?\" \/>\n<meta property=\"og:description\" content=\"Dans le cinqui\u00e8me \u00e9pisode de CX voices, nous vous parlons du lien entre canaux de contact et \u00e9motion en mati\u00e8re de relation client\" \/>\n<meta property=\"og:url\" content=\"https:\/\/odigo.com\/fr\/podcast\/s1-ep5-lemotion-depend-t-elle-du-canal\/\" \/>\n<meta property=\"og:site_name\" content=\"Odigo\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-27T23:43:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/08\/MicrosoftTeams-image-23.png\" \/>\n\t<meta property=\"og:image:width\" content=\"511\" \/>\n\t<meta property=\"og:image:height\" content=\"321\" \/>\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\\\/s1-ep5-lemotion-depend-t-elle-du-canal\\\/\",\"url\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep5-lemotion-depend-t-elle-du-canal\\\/\",\"name\":\"L'\u00e9motion d\u00e9pend-t-elle du canal ?\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep5-lemotion-depend-t-elle-du-canal\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep5-lemotion-depend-t-elle-du-canal\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/08\\\/MicrosoftTeams-image-23.png\",\"datePublished\":\"2021-08-03T09:21:15+00:00\",\"dateModified\":\"2026-03-27T23:43:03+00:00\",\"description\":\"Dans le cinqui\u00e8me \u00e9pisode de CX voices, nous vous parlons du lien entre canaux de contact et \u00e9motion en mati\u00e8re de relation client\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep5-lemotion-depend-t-elle-du-canal\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep5-lemotion-depend-t-elle-du-canal\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep5-lemotion-depend-t-elle-du-canal\\\/#primaryimage\",\"url\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/08\\\/MicrosoftTeams-image-23.png\",\"contentUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/08\\\/MicrosoftTeams-image-23.png\",\"width\":511,\"height\":321},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep5-lemotion-depend-t-elle-du-canal\\\/#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\":\"S1 &#8211; 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