{"id":1011721,"date":"2026-06-03T11:35:14","date_gmt":"2026-06-03T10:35:14","guid":{"rendered":"https:\/\/odigo.com\/?post_type=resource&#038;p=1011721"},"modified":"2026-06-03T14:15:12","modified_gmt":"2026-06-03T13:15:12","slug":"rapport-2026-lexperience-client-dans-le-secteur-des-utilities","status":"publish","type":"resource","link":"https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/","title":{"rendered":"Rapport 2026 : L&rsquo;exp\u00e9rience client dans le secteur des\u00a0Utilities"},"content":{"rendered":"\n<p>Entre la crise \u00e9nerg\u00e9tique, les attentes des consommateurs pour plus de sobri\u00e9t\u00e9 et les imp\u00e9ratifs de la transition \u00e9cologique, le secteur des&nbsp;services essentiels (Utilities)&nbsp;est \u00e0 un tournant. La qualit\u00e9 de la&nbsp;relation client&nbsp;n&rsquo;est plus une option : c&rsquo;est le levier strat\u00e9gique pour b\u00e2tir la confiance, garantir une&nbsp;satisfaction client&nbsp;durable et accompagner les usagers vers l&rsquo;avenir.<\/p>\n\n\n\n<p>D\u00e9couvrez dans notre nouveau rapport comment transformer ces d\u00e9fis en opportunit\u00e9s de croissance et de fid\u00e9lisation.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Dans ce rapport, vous d\u00e9couvrirez :<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Les 3 piliers d&rsquo;une exp\u00e9rience client r\u00e9ussie dans l&rsquo;\u00e9nergie :\u00a0comment b\u00e2tir la confiance, stimuler l&rsquo;engagement et viser l&rsquo;excellence du service.<\/li>\n\n\n\n<li>Les strat\u00e9gies pour g\u00e9rer les pics d&rsquo;appels et les situations de crise\u00a0(panne, incident climatique) gr\u00e2ce \u00e0 une infrastructure r\u00e9siliente et une\u00a0plateforme omnicanale.<\/li>\n\n\n\n<li>Comment transformer votre centre de contact en coach \u00e9nerg\u00e9tique\u00a0pour accompagner vos clients dans la transition, gr\u00e2ce \u00e0 l&rsquo;automatisation IA\u00a0et au\u00a0self-service.<\/li>\n\n\n\n<li>Des cas d&rsquo;usage concrets et des chiffres cl\u00e9s\u00a0sur l&rsquo;impact d&rsquo;une\u00a0solution CCaaS\u00a0performante sur la r\u00e9duction des co\u00fbts, l&rsquo;efficacit\u00e9 op\u00e9rationnelle et l&rsquo;augmentation de la\u00a0satisfaction client.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Optimisez l&rsquo;exp\u00e9rience client pour r\u00e9ussir la transition \u00e9nerg\u00e9tique<\/h2>\n\n\n\n<p>Le secteur des&nbsp;Utilities&nbsp;(\u00e9nergie, eau, d\u00e9chets)&nbsp;fait face \u00e0 une double pression : r\u00e9pondre aux objectifs nationaux de durabilit\u00e9 tout en ma\u00eetrisant les co\u00fbts dans un march\u00e9 tendu. Les clients, de leur c\u00f4t\u00e9, attendent un service client irr\u00e9prochable, capable de les informer sur leur facture, de g\u00e9rer une urgence ou de les conseiller sur leur consommation.<\/p>\n\n\n\n<p>Ce rapport analyse en profondeur les nouveaux enjeux de la&nbsp;relation client dans le secteur de l&rsquo;\u00e9nergie et des services essentiels. Il explore comment une&nbsp;plateforme de centre de contact omnicanale&nbsp;et intelligente permet de r\u00e9pondre concr\u00e8tement \u00e0 ces d\u00e9fis : de la&nbsp;gestion des pics d&rsquo;activit\u00e9&nbsp;\u00e0 l&rsquo;am\u00e9lioration de la&nbsp;r\u00e9solution au premier contact, en passant par la mise en place de campagnes de&nbsp;fid\u00e9lisation client&nbsp;proactives.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">T\u00e9l\u00e9chargez le rapport exclusif<\/h2>\n\n\n\n<p>Acc\u00e9dez \u00e0 notre analyse compl\u00e8te sur les enjeux de l&rsquo;exp\u00e9rience client dans le secteur des\u00a0Utilities.<\/p>\n\n\n\n<p>T\u00e9l\u00e9chargez d\u00e8s maintenant notre rapport complet pour d\u00e9couvrir comment Odigo peut vous aider \u00e0 faire de votre exp\u00e9rience client un avantage concurrentiel durable.<\/p>\n","protected":false},"author":7,"featured_media":1011734,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"industry":[],"topic":[],"resource-category":[],"class_list":["post-1011721","resource","type-resource","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Rapport 2026 : L&#039;exp\u00e9rience client dans le secteur des\u00a0Utilities - Odigo<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez notre rapport 2026 sur le secteur des utilities, entre attentes des consommateurs et imp\u00e9ratifs de transition \u00e9cologique.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Rapport 2026 : L&#039;exp\u00e9rience client dans le secteur des\u00a0Utilities - Odigo\" \/>\n<meta property=\"og:description\" content=\"D\u00e9couvrez notre rapport 2026 sur le secteur des utilities, entre attentes des consommateurs et imp\u00e9ratifs de transition \u00e9cologique.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/\" \/>\n<meta property=\"og:site_name\" content=\"Odigo\" \/>\n<meta property=\"article:modified_time\" content=\"2026-06-03T13:15:12+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/odigo.com\/wp-content\/uploads\/2026\/06\/shutterstock_2011106219-1-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1706\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\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\\\/ressource\\\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\\\/\",\"url\":\"https:\\\/\\\/odigo.com\\\/fr\\\/ressource\\\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\\\/\",\"name\":\"Rapport 2026 : L'exp\u00e9rience client dans le secteur des\u00a0Utilities - Odigo\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/ressource\\\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/ressource\\\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2026\\\/06\\\/shutterstock_2011106219-1-scaled.jpg\",\"datePublished\":\"2026-06-03T10:35:14+00:00\",\"dateModified\":\"2026-06-03T13:15:12+00:00\",\"description\":\"D\u00e9couvrez notre rapport 2026 sur le secteur des utilities, entre attentes des consommateurs et imp\u00e9ratifs de transition \u00e9cologique.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/ressource\\\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/odigo.com\\\/fr\\\/ressource\\\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/ressource\\\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\\\/#primaryimage\",\"url\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2026\\\/06\\\/shutterstock_2011106219-1-scaled.jpg\",\"contentUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2026\\\/06\\\/shutterstock_2011106219-1-scaled.jpg\",\"width\":2560,\"height\":1706,\"caption\":\"illustration utilities\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/ressource\\\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\\\/\\\/odigo.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Ressources\",\"item\":\"https:\\\/\\\/odigo.com\\\/fr\\\/ressource\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Rapport 2026 : L&#8217;exp\u00e9rience client dans le secteur des\u00a0Utilities\"}]},{\"@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":"Rapport 2026 : L'exp\u00e9rience client dans le secteur des\u00a0Utilities - Odigo","description":"D\u00e9couvrez notre rapport 2026 sur le secteur des utilities, entre attentes des consommateurs et imp\u00e9ratifs de transition \u00e9cologique.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/","og_locale":"fr_FR","og_type":"article","og_title":"Rapport 2026 : L'exp\u00e9rience client dans le secteur des\u00a0Utilities - Odigo","og_description":"D\u00e9couvrez notre rapport 2026 sur le secteur des utilities, entre attentes des consommateurs et imp\u00e9ratifs de transition \u00e9cologique.","og_url":"https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/","og_site_name":"Odigo","article_modified_time":"2026-06-03T13:15:12+00:00","og_image":[{"width":2560,"height":1706,"url":"https:\/\/odigo.com\/wp-content\/uploads\/2026\/06\/shutterstock_2011106219-1-scaled.jpg","type":"image\/jpeg"}],"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\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/","url":"https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/","name":"Rapport 2026 : L'exp\u00e9rience client dans le secteur des\u00a0Utilities - Odigo","isPartOf":{"@id":"https:\/\/odigo.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/#primaryimage"},"image":{"@id":"https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/#primaryimage"},"thumbnailUrl":"https:\/\/odigo.com\/wp-content\/uploads\/2026\/06\/shutterstock_2011106219-1-scaled.jpg","datePublished":"2026-06-03T10:35:14+00:00","dateModified":"2026-06-03T13:15:12+00:00","description":"D\u00e9couvrez notre rapport 2026 sur le secteur des utilities, entre attentes des consommateurs et imp\u00e9ratifs de transition \u00e9cologique.","breadcrumb":{"@id":"https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/#primaryimage","url":"https:\/\/odigo.com\/wp-content\/uploads\/2026\/06\/shutterstock_2011106219-1-scaled.jpg","contentUrl":"https:\/\/odigo.com\/wp-content\/uploads\/2026\/06\/shutterstock_2011106219-1-scaled.jpg","width":2560,"height":1706,"caption":"illustration utilities"},{"@type":"BreadcrumbList","@id":"https:\/\/odigo.com\/fr\/ressource\/rapport-2026-lexperience-client-dans-le-secteur-des-utilities\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/odigo.com\/fr\/"},{"@type":"ListItem","position":2,"name":"Ressources","item":"https:\/\/odigo.com\/fr\/ressource\/"},{"@type":"ListItem","position":3,"name":"Rapport 2026 : L&#8217;exp\u00e9rience client dans le secteur des\u00a0Utilities"}]},{"@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\/resource\/1011721","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/resource"}],"about":[{"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/types\/resource"}],"author":[{"embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/users\/7"}],"version-history":[{"count":4,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/resource\/1011721\/revisions"}],"predecessor-version":[{"id":1011726,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/resource\/1011721\/revisions\/1011726"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/media\/1011734"}],"wp:attachment":[{"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/media?parent=1011721"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/tags?post=1011721"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/industry?post=1011721"},{"taxonomy":"topic","embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/topic?post=1011721"},{"taxonomy":"resource-category","embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/resource-category?post=1011721"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}