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Customer Experience between the rise of AI and the necessary human touch

Customer Relationship professions face a complex equation. Clients want autonomy, but without effort. Interactions must be fast, yet remain personalized. The technological landscape, particularly with artificial intelligence tools, must also be considered, without forgetting the emotional aspects of Customer Experience. So, between AI and human, what kind of experience should be offered to clients? How can we meet the core…

🔍 Strategic Workforce Planning: from HR Planning to Strategic Resilience

For a long time, Strategic Workforce Planning followed a mostly administrative logic.It helped structure medium-term workforce forecasts and formalize career paths in neat, well-organized HR documents. But that world of stability and predictability is gone.Today, organizations evolve in a constantly changing environment — where jobs transform faster than job descriptions can be updated, and where critical skills are both highly valuable and increasingly elusive. In this context, Strategic Workforce Planning goes far beyond its traditional planning role.It becomes a true strategic…

SFIA: The skills framework that’s changing the game

“SFIA? What’s that? Never heard of it!” 🤔 That’s the reaction I get 99% of the time in France whenever I mention the SFIA framework.Because yes,…

Réunion d’équipe projet en train de planifier un changement organisationnel

Have you ever done a “check-change” on your change projects?

What is it? It’s a moment to take a step back and make decisions, bringing together the managers responsible for change initiatives. For what purpose?…

#Management team

Convergence within a group: beyond strategic obviousness, keys to successful implementation

“Why work separately when we’re stronger together?” This question often arises in executive committees, especially under increased economic pressure and international competition. The answer seems clear: converge to optimize. Yet, the path from strategic intent to actual implementation is full of pitfalls. Converge—but to achieve what? Convergence between entities within the same group promises not only better economic performance…

#Talisker

Stop letting your budget process control you!

Every year, the same ritual: IT needs are submitted, project portfolios swell, and endless review meetings follow… only to end up with a budget that mostly satisfies your CFO and that you know you’ll have to renegotiate with your business units and teams! The result? Blurred priorities, opaque spending, and teams spending more time justifying their budgets than making them perform. Our clients broke the cycle. They replaced endless debates with clear rules, political arbitrations with factual criteria, and “safety net” monitoring with…

#Digital

Schéma représentant l'industrialisation des processus d'entreprise, avec une mise en avant de l'automatisation et de la standardisation.

Industrialization in practice: a company-wide challenge

In our previous article, we explained how industrialization represents a performance lever for companies. Its various facets—standardization, automation, sharing of resources—are real accelerators of operational efficiency, cost optimization, and…

#Digital #Industries

Rather theoretical or rather practical? Or how to drive managerial action during change

Has this ever happened to you? In professional conversations, people often ask me — and still do — “So, are you more…

#Management team

Collaboration en entreprise autour de l’industrialisation des processus, avec des outils digitaux et des flux automatisés pour optimiser l’efficacité opérationnelle.

Industrialization: what is it and why do we hear about it so often?

Why talk about industrialization? In a context where companies face growing pressure to accelerate delivery times, optimize operations while reducing costs, and maintain service quality and security, developing industrialization becomes essential. Often approached from a technological angle (“Tech for Tech”) by IT departments, the benefits of industrialization for business functions are less visible. Yet it offers real…

#Digital