{"id":22683,"date":"2025-07-24T09:07:47","date_gmt":"2025-07-24T09:07:47","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=22683"},"modified":"2026-03-07T16:25:32","modified_gmt":"2026-03-07T15:25:32","slug":"reconcilier-strategie-et-execution-dans-les-projets-de-transformation-cx","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/reconcilier-strategie-et-execution-dans-les-projets-de-transformation-cx\/","title":{"rendered":"R\u00e9concilier strat\u00e9gie et ex\u00e9cution dans les projets de transformation CX"},"content":{"rendered":"\n\n    <section\n        class=\"  section article-body post-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<h2 class=\"wp-block-heading\" id=\"ember295\"><strong>Le constat : des recommandations sans suite<\/strong><\/h2>\n\n\n\n<p id=\"ember296\">Chez Odigo, nous avons souvent rencontr\u00e9 des directions m\u00e9tiers et des \u00e9quipes IT confront\u00e9es \u00e0 la m\u00eame frustration : \u00ab On a eu tous les grands cabinets, ils nous ont pr\u00e9sent\u00e9 des plans ambitieux\u2026 mais concr\u00e8tement, on fait quoi maintenant ? \u00bb&nbsp; Cette dichotomie entre intention et ex\u00e9cution est encore plus flagrante dans le domaine de la relation client, o\u00f9 la rapidit\u00e9 d\u2019impl\u00e9mentation et la capacit\u00e9 \u00e0 mesurer des r\u00e9sultats concrets sont des facteurs cl\u00e9s de succ\u00e8s.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ember297\"><strong>Des d\u00e9lais d\u2019impl\u00e9mentation \u00e0 ma\u00eetriser<\/strong><\/h2>\n\n\n\n<p id=\"ember298\">Selon une <strong>\u00e9tude de Forrester<\/strong>, les d\u00e9lais de mise en \u0153uvre des projets informatiques varient g\u00e9n\u00e9ralement de quelques mois \u00e0 plusieurs ann\u00e9es, en fonction de la complexit\u00e9 et de l&rsquo;ampleur du projet.&nbsp;De plus,<strong> le rapport CIO Agenda 2025 de Gartner <\/strong>souligne que seulement 48 % des initiatives num\u00e9riques atteignent ou d\u00e9passent les r\u00e9sultats commerciaux attendus. Cela refl\u00e8te l&rsquo;importance d\u2019une ex\u00e9cution efficace, d\u2019un pilotage rigoureux et de la capacit\u00e9 \u00e0 faire collaborer toutes les parties prenantes.&nbsp;<strong>Les raisons des \u00e9checs<\/strong> sont connues : objectifs mal d\u00e9finis, manque d\u2019alignement entre les parties prenantes, ou encore faiblesse du pilotage op\u00e9rationnel. Et pourtant, dans un contexte de pression accrue sur le ROI, chaque mois compte.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ember299\"><strong>L\u2019atout Odigo : de la strat\u00e9gie \u00e0 l\u2019action, avec m\u00e9thode<\/strong><\/h2>\n\n\n\n<p id=\"ember300\">Notre conviction chez Odigo, c\u2019est que l\u2019ex\u00e9cution n\u2019est pas un maillon secondaire, elle fait partie int\u00e9grante de la strat\u00e9gie. Nous intervenons aux c\u00f4t\u00e9s des cabinets de conseil pour traduire les recommandations en actions concr\u00e8tes, pilotables, et mesurables.<\/p>\n\n\n\n<p id=\"ember301\">Ce qui fait notre force ? Une connaissance pointue des secteurs d\u2019activit\u00e9 cl\u00e9s tels que :<\/p>\n\n\n\n<div class=\"intro-resource-form\" class=\"wp-block-odigo-blocks-simple-list\"><div class=\"row\"><div class=\"col-12\"><div class=\"links-tag\"><\/div><ul class=\"bullets bullets--vertical\"><li class=\"li-icon--check\">la banque et l\u2019assurance, avec leurs exigences de conformit\u00e9 et de performance omnicanale<\/li><li class=\"li-icon--check\">le secteur public, o\u00f9 les contraintes budg\u00e9taires imposent des projets courts et mesurables\u00a0le retail, o\u00f9 l\u2019instantan\u00e9it\u00e9 de la r\u00e9ponse client est vitale<\/li><li class=\"li-icon--check\">le retail, o\u00f9 l\u2019instantan\u00e9it\u00e9 de la r\u00e9ponse client est vitale<\/li><\/ul><\/div><\/div><\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p id=\"ember303\">Cette connaissance terrain se mat\u00e9rialise par des abaques sectoriels que nous avons construits au fil des ann\u00e9es. Nous savons, par exemple, combien de temps prend en moyenne l\u2019int\u00e9gration d\u2019un SVI dans une banque versus un organisme public, ou encore quels KPIs de performance ont du sens selon les verticales. Ce retour d\u2019exp\u00e9rience nous permet de d\u00e9marrer rapidement, en limitant les approximations.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ember304\"><strong>S\u2019engager sur les r\u00e9sultats, pas uniquement sur les moyens<\/strong><\/h2>\n\n\n\n<p id=\"ember305\">L\u2019un des freins historiques \u00e0 la transformation r\u00e9side dans l\u2019absence de v\u00e9ritable engagement de la part des acteurs. Chez Odigo, nous militons pour une logique de co-responsabilit\u00e9 : \u00e9diteurs, consultants et int\u00e9grateurs doivent pouvoir s\u2019engager sur des r\u00e9sultats. Cela passe par des indicateurs clairs, une gouvernance projet resserr\u00e9e, mais aussi, dans certains cas, des mod\u00e8les d\u2019incitation fond\u00e9s sur l\u2019atteinte des objectifs.&nbsp;L\u00e0 o\u00f9 certaines promesses de ROI restent th\u00e9oriques, nous faisons le choix de les ancrer dans la r\u00e9alit\u00e9 technologique et m\u00e9tier.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ember306\"><strong>Un triptyque gagnant : cabinet, int\u00e9grateur, \u00e9diteur<\/strong><\/h2>\n\n\n\n<p id=\"ember307\">La r\u00e9ussite d\u2019un projet CX repose sur une collaboration intelligente entre trois acteurs :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>le cabinet de conseil, qui cadre la vision strat\u00e9gique<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>l\u2019int\u00e9grateur, qui assure le c\u00e2blage technique et l\u2019alignement SI<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>l\u2019\u00e9diteur, qui met \u00e0 disposition des solutions robustes, \u00e9volutives et pr\u00eates \u00e0 l\u2019emploi<\/li>\n<\/ul>\n\n\n\n<p id=\"ember311\">Ce mod\u00e8le fonctionne \u00e0 une condition : que chacun parle le m\u00eame langage et que la continuit\u00e9 entre strat\u00e9gie et ex\u00e9cution soit fluide. C\u2019est exactement le r\u00f4le que nous jouons chez Odigo : \u00eatre ce cha\u00eenon manquant entre la vision et l\u2019action.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ember312\"><strong>Conclusion : de la promesse \u00e0 la preuve<\/strong><\/h2>\n\n\n\n<p id=\"ember313\">Le temps des recommandations th\u00e9oriques est r\u00e9volu. Dans un environnement o\u00f9 la rapidit\u00e9 d\u2019ex\u00e9cution et la capacit\u00e9 \u00e0 livrer des r\u00e9sultats tangibles font toute la diff\u00e9rence, les clients attendent des partenaires capables de s\u2019engager, de livrer et de co-piloter la transformation.<\/p>\n\n\n\n<p id=\"ember314\">Chez Odigo, nous croyons qu\u2019il est temps de r\u00e9concilier strat\u00e9gie et ex\u00e9cution. Et nous en faisons une priorit\u00e9.<\/p>\n\n\n\n<div style=\"height:36px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    ","protected":false},"excerpt":{"rendered":"<p>Dans le monde de la relation client, les projets de transformation sont souvent pens\u00e9s en deux temps : d\u2019abord la strat\u00e9gie, d\u00e9finie par les cabinets de conseil, puis la mise en \u0153uvre, assur\u00e9e par les int\u00e9grateurs et les \u00e9diteurs. Mais entre les promesses formul\u00e9es dans les slides PowerPoint et la r\u00e9alit\u00e9 de terrain, un d\u00e9calage persiste \u2014 parfois co\u00fbteux. <\/p>\n","protected":false},"author":2,"featured_media":22684,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"3","author_id":22691},"categories":[197],"tags":[],"topic":[],"class_list":["post-22683","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guides-et-conseils"],"acf":{"blog_author":[22691]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>R\u00e9concilier strat\u00e9gie et ex\u00e9cution dans les projets de transformation CX<\/title>\n<meta name=\"description\" content=\"Entre les promesses formul\u00e9es dans les slides PowerPoint et la r\u00e9alit\u00e9 de terrain, un 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