{"id":20030,"date":"2021-09-15T08:39:22","date_gmt":"2021-09-15T03:09:22","guid":{"rendered":"https:\/\/wpml.artech.com\/blog\/the-digital-transformation-journey-and-how-it-is-impacting-the-way-that-we-work\/"},"modified":"2026-04-08T14:40:55","modified_gmt":"2026-04-08T09:10:55","slug":"the-digital-transformation-journey-and-how-it-is-impacting-the-way-that-we-work","status":"publish","type":"post","link":"https:\/\/www.artech.com\/fr\/blog\/the-digital-transformation-journey-and-how-it-is-impacting-the-way-that-we-work\/","title":{"rendered":"Transformation num\u00e9rique\u00a0: comment elle change notre fa\u00e7on de travailler"},"content":{"rendered":"

\"Digital<\/p>\n

La transformation digitale impacte-t-elle r\u00e9ellement notre fa\u00e7on de travailler ? L\u2019exp\u00e9rience digitale des employ\u00e9s internes est-elle \u00e0 la hauteur de celle offerte aux clients externes ? Une focalisation interne sur la transformation digitale a-t-elle un impact positif sur l\u2019exp\u00e9rience client, l\u2019identit\u00e9 de la marque et la fid\u00e9lit\u00e9 ? Les r\u00e9ponses \u00e0 toutes ces questions sont essentielles pour comprendre, \u00e9valuer et d\u00e9finir l\u2019impact de la transformation digitale sur notre mani\u00e8re de travailler et sur la capacit\u00e9 \u00e0 fa\u00e7onner l\u2019exp\u00e9rience des employ\u00e9s.<\/p>\n

Comprendre la transformation digitale commence par en donner une d\u00e9finition op\u00e9rationnelle, \u00e9tay\u00e9e par des exemples de sa port\u00e9e et de son impact sur le travail et la productivit\u00e9. La transformation digitale est une vision ex\u00e9cut\u00e9e visant \u00e0 utiliser des technologies innovantes pour introduire de nouveaux mod\u00e8les \u00e9conomiques, modifier notre fa\u00e7on de travailler et d\u2019interagir, et optimiser la valeur et l\u2019exp\u00e9rience \u00e0 travers les diff\u00e9rents points de contact tout au long du parcours. Ces points de contact sont des leviers essentiels de productivit\u00e9 qui influencent la vitesse \u00e0 laquelle nous travaillons, les gains d\u2019efficacit\u00e9 que nous pouvons atteindre et l\u2019exp\u00e9rience externe que nous projetons aux clients.<\/p>\n

Arthur Mazor, Workforce Experience Principal chez Deloitte, l\u2019a parfaitement formul\u00e9 dans son article de 2019, \u00ab The digital workforce experience \u00bb. Dans cet article, Arthur explique que : \u00ab Les exp\u00e9riences digitales<\/a> fluides auxquelles nous sommes habitu\u00e9s dans notre vie personnelle ont cr\u00e9\u00e9 une attente d\u2019exp\u00e9riences meilleures, avec un support technologique quasi parfait, dans notre vie professionnelle \u00e9galement. \u00bb La consum\u00e9risation des technologies et services a de plus en plus relev\u00e9 le niveau d\u2019exigence d\u2019une exp\u00e9rience client fluide et engageante, cr\u00e9ant ainsi des attentes parall\u00e8les sur le lieu de travail. Ces attentes se traduisent par une facilit\u00e9 d\u2019utilisation, une plus grande agilit\u00e9 et des syst\u00e8mes int\u00e9gr\u00e9s centralis\u00e9s capables de fournir intelligence et automatisation, transformant ainsi les flux de travail et apportant de la valeur \u00e0 l\u2019entreprise.<\/p>\n

Selon l\u2019enqu\u00eate Global Human Capital Trends 2019 de Deloitte, moins de la moiti\u00e9 (49 %) des responsables RH et dirigeants interrog\u00e9s estimaient que les employ\u00e9s de leur organisation \u00e9taient satisfaits ou tr\u00e8s satisfaits de la conception de leur poste. Cela repr\u00e9sente une opportunit\u00e9 majeure d\u2019aligner l\u2019exp\u00e9rience en entreprise sur celle des consommateurs. En tirant parti de strat\u00e9gies digitales qui am\u00e9liorent l\u2019exp\u00e9rience, les organisations peuvent r\u00e9duire le gaspillage, accro\u00eetre la productivit\u00e9 et exploiter pleinement les investissements r\u00e9alis\u00e9s dans leur personnel.<\/p>\n

L\u2019automatisation robotis\u00e9e des processus, la main-d\u2019\u0153uvre autonome, les agents virtuels et chatbots, l\u2019IA facilit\u00e9e par l\u2019apprentissage profond, le traitement du langage naturel et l\u2019IoT, pour ne citer que quelques exemples, transforment fondamentalement notre mani\u00e8re de travailler, l\u2019information disponible, la rapidit\u00e9 de nos actions et nous rapprochent de la promesse de faire plus avec moins. Selon un article de Forbes du 16 d\u00e9cembre 2019 intitul\u00e9 \u00ab 100 Stats on Digital Transformation and Customer Experience \u00bb, 56 % des PDG ont constat\u00e9 une augmentation de leurs revenus gr\u00e2ce aux initiatives digitales tandis que 23 % \u00e9taient plus rentables. La croissance continue de ces technologies et la maturit\u00e9 organisationnelle n\u00e9cessaire pour d\u00e9velopper et ex\u00e9cuter une vision de transformation seront essentielles pour soutenir la diffusion et l\u2019adoption au sein des entreprises afin d\u2019en r\u00e9aliser pleinement les b\u00e9n\u00e9fices et le potentiel.<\/p>\n

Un rapport de Gartner sur les tendances technologiques de 2020 pr\u00e9dit que d\u2019ici 2022, les int\u00e9grations d\u2019applications r\u00e9alis\u00e9es gr\u00e2ce \u00e0 l\u2019automatisation robotis\u00e9e des processus (RPA) cro\u00eetront de 40 % par an, port\u00e9es par l\u2019hyper-automatisation utilisant l\u2019IA et le ML. L\u2019augmentation des donn\u00e9es sensorielles collect\u00e9es via l\u2019IoT transforme la structuration des r\u00e9seaux traditionnels et accro\u00eet l\u2019importance de l\u2019edge computing pour capter et traiter l\u2019information. Gartner pr\u00e9voit que d\u2019ici 2023, il pourrait y avoir plus de 20 fois plus d\u2019appareils intelligents en p\u00e9riph\u00e9rie du r\u00e9seau que dans les r\u00f4les IT conventionnels. L\u2019essor des dispositifs autonomes et des technologies exploitant l\u2019IA pour compl\u00e9ter ou remplacer le travail manuel ne cesse de cro\u00eetre. D\u2019ici 2023, Gartner pr\u00e9dit que plus de 30 % des employ\u00e9s d\u2019entrep\u00f4t op\u00e9rationnels seront assist\u00e9s par des robots collaboratifs.<\/p>\n

En montrant l\u2019exemple, Banco Popular, une grande institution financi\u00e8re, transforme ses op\u00e9rations afin d\u2019introduire de meilleurs processus pour r\u00e9duire les frais g\u00e9n\u00e9raux. Avec l\u2019aide de l\u2019automatisation robotis\u00e9e des processus d\u2019IBM, Banco vise \u00e0 am\u00e9liorer l\u2019efficacit\u00e9, r\u00e9duire les co\u00fbts et concentrer ses \u00e9quipes sur des activit\u00e9s plus strat\u00e9giques et \u00e0 plus forte valeur ajout\u00e9e. R\u00e9sultat : une diminution de 90 % du temps de traitement et la transformation de plus de 100 processus critiques de support m\u00e9tier.<\/p>\n

Dans le cadre de son programme mondial de transformation IT, Experian, une soci\u00e9t\u00e9 de services d\u2019information, est pass\u00e9e d\u2019outils ponctuels \u00e0 la plateforme cloud d\u2019entreprise ServiceNow afin de transformer, moderniser et \u00ab consumeriser \u00bb sa prestation de services IT \u00e0 travers ses diff\u00e9rentes lignes d\u2019activit\u00e9. En cons\u00e9quence, Experian a pu tirer parti d\u2019une plateforme int\u00e9gr\u00e9e pour accro\u00eetre la collaboration, le partage d\u2019informations et l\u2019automatisation, permettant ainsi aux employ\u00e9s de passer de t\u00e2ches \u00e0 faible valeur \u00e0 des activit\u00e9s \u00e0 plus forte valeur ajout\u00e9e.<\/p>\n

Que signifie tout cela pour notre fa\u00e7on de travailler ? Elle continue d\u2019\u00e9voluer de mani\u00e8res que nous n\u2019aurions pas imagin\u00e9es il y a dix ans. La transformation digitale favorise des m\u00e9thodes de travail plus intelligentes, meilleures et plus rapides, tout en donnant aux employ\u00e9s plus d\u2019autonomie et d\u2019efficacit\u00e9. Cela entra\u00eene une augmentation de la productivit\u00e9 des collaborateurs, une r\u00e9duction des points de contact, et permet un engagement plus fluide qui fa\u00e7onne l\u2019exp\u00e9rience des employ\u00e9s et, en fin de compte, celle du consommateur que nous sommes tous.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

La transformation digitale impacte-t-elle r\u00e9ellement notre fa\u00e7on de travailler ? 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