L’intelligence artificielle est en train de redéfinir la relation entre les entreprises et leurs clients.
Contents
De la vente au service client, en passant par le marketing et l’IT, les organisations investissent massivement dans l’IA pour améliorer la productivité, personnaliser les interactions et accélérer la prise de décision. Mais malgré l’enthousiasme, de nombreux freins subsistent autour de la confiance, de la qualité des données et de la préparation des équipes.
Ce rapport de recherche de Salesforce rassemble les enseignements de plusieurs enquêtes mondiales menées auprès de décideurs métiers, techniques et de consommateurs. Il analyse comment les entreprises progressent dans leur maturité IA et identifie les conditions nécessaires pour générer des résultats concrets à partir de l’IA appliquée au CRM.
Le rapport met en évidence un constat clé. Si l’adoption de l’IA progresse rapidement, la confiance, la gouvernance des données et la montée en compétences restent des facteurs déterminants pour réussir à grande échelle.
Vous découvrirez comment:
- La confiance est devenue le premier critère de choix d’une solution d’IA
- Salesforce montre que la qualité des données conditionne directement les résultats de l’IA
- Les cas d’usage de l’IA émergent dans toutes les fonctions de l’entreprise
- Les équipes de vente, de service client et de marketing accélèrent leurs investissements dans l’IA
- Les organisations à forte maturité data sont mieux préparées à exploiter l’IA
- Les collaborateurs adoptent l’IA plus vite que les politiques internes ne s’adaptent
- La formation et la gouvernance sont essentielles pour une IA responsable et durable
Le rapport aborde également les enjeux éthiques liés à l’IA générative, notamment la transparence, la sécurité des données et la réduction des biais. Il présente l’approche de Salesforce en matière d’IA de confiance, conçue pour protéger les données de l’entreprise tout en permettant l’innovation.
Ce whitepaper s’adresse aux dirigeants, responsables CRM, équipes IT, responsables data, et décideurs souhaitant comprendre où se situe leur organisation dans la courbe de maturité de l’IA et comment structurer une stratégie IA efficace et responsable.
Téléchargez le whitepaper de Salesforce pour découvrir les grandes tendances de l’IA appliquée au CRM et obtenir des repères concrets pour réussir votre transformation IA.
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