Auteur/autrice : Luna Dekker | Tenzing

Sur le terrain

Partie 2. Le Change Management, l’inchangé qui se réinvente enfin

Il est grand temps de dépoussiérer cet inconditionnel de la transformation pour l'adapter aux enjeux…

<img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' class='avatar avatar-70 photo' height='70' width='70' />

Luna Dekker26 mai 2020

Sur le terrain

Partie 1. Le Change Management, l’inchangé qui se réinvente enfin

Il est grand temps de dépoussiérer cet inconditionnel de la transformation pour l'adapter aux enjeux…

<img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' class='avatar avatar-70 photo' height='70' width='70' />

Luna Dekker12 mai 2020

Sur le terrain

Les Communautés Client S1. Ep6. CX

L’importance de faire de l’expérience client un enjeu stratégique de performance n’est plus à prouver.…

<img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' class='avatar avatar-70 photo' height='70' width='70' />

Luna Dekker26 novembre 2019

Sur le terrain

Interview croisée : Personae S1. Ep2. CX

3 praticiens chevronnés de l’expérience client, Prisca Gillet (P.G.), experte métier en mutuelle et représentante…

<img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' class='avatar avatar-70 photo' height='70' width='70' />

Luna Dekker18 septembre 2019

Sur le terrain

La symétrie des attentions S1. Ep.4 CX

quand l’expérience collaborateur devient enfin le reflet des ambitions de l’expérience client.Le lien entre performance…

<img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' class='avatar avatar-70 photo' height='70' width='70' />

Luna Dekker16 septembre 2019

Sur le terrain

Les écueils à éviter S1. Ep1. CX

La réinvention des parcours client est une science en construction et le passage de la…

<img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' class='avatar avatar-70 photo' height='70' width='70' />

Luna Dekker16 septembre 2019

Sur le terrain

Recette d’une innovation récompensée …

Mais finalement, ce sont nos clients qui en parlent le mieux : Click the edit…

<img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' data-srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' height='70' width='70' data-src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' class='avatar avatar-70 photo lazyload' src='data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==' /><noscript><img alt='Luna Dekker' src='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=70&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/e00cd499254801425d75e6c3c80b7abf?s=140&d=mm&r=g 2x' class='avatar avatar-70 photo' height='70' width='70' />

Luna Dekker23 avril 2019

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