{"id":7217,"date":"2022-06-08T08:35:52","date_gmt":"2022-06-08T08:35:52","guid":{"rendered":"https:\/\/fr.custplace.com\/business\/?p=7217"},"modified":"2025-09-30T22:56:24","modified_gmt":"2025-09-30T20:56:24","slug":"custplace-et-kbane-finalistes-des-cx-awards-2022-avec-une-solution-innovante-de-feedback-management","status":"publish","type":"post","link":"https:\/\/fr.custplace.com\/business\/custplace-et-kbane-finalistes-des-cx-awards-2022-avec-une-solution-innovante-de-feedback-management\/","title":{"rendered":"Custplace et Kbane remportent le Bronze aux CX Awards 2022"},"content":{"rendered":"\n<p><strong>Custplace et Kbane d\u00e9crochent le bronze dans la finale des CX Awards 2022 pour la mise en place d&rsquo;un dispositif innovant qui combine l&rsquo;analyse de la satisfaction client et la gestion de l&rsquo;e-reputation. Les r\u00e9sultats ont \u00e9t\u00e9 annonc\u00e9s \u00e0 l&rsquo;occasion de la soir\u00e9e de remise des prix le 22 juin.<\/strong><\/p>\n<p>\u00a0<\/p>\n<p>Les <a href=\"https:\/\/www.cx-awards.fr\/edition22\" data-abc=\"true\">CX Awards<\/a> sont un concours organis\u00e9 depuis 5 ans par le m\u00e9dia Relation Client. Ils r\u00e9compensent les meilleurs projets pr\u00e9sent\u00e9s par les enseignes et prestataires de service qui ont d\u00e9velopp\u00e9s une strat\u00e9gie, une campagne ou une solution innovante pour transformer l&rsquo;exp\u00e9rience et relation client on line, in store &amp; \u00e0 distance.<\/p>\n<p>\u00a0<\/p>\n<p>Toutes les candidatures ont \u00e9t\u00e9 analys\u00e9es par un pr\u00e9-jury compos\u00e9 de membres de la r\u00e9daction de Relation Client Mag et de Directeurs de la Relation client.<\/p>\n<p>\u00a0<\/p>\n<p class=\"chapeau\">Le jury des CX Awards 2022 a retenu le projet Custplace-Kbane dans\u00a0la cat\u00e9gorie <em>feedback management <\/em>pour l&rsquo;innovation de la solution NEO (<a href=\"https:\/\/fr.custplace.com\/business\/neo-la-matrice-qui-revolutionne-lanalyse-et-lexperience-clients-grace-aux-avis\/\" data-abc=\"true\">lire l&rsquo;article<\/a>), une matrice permettant de d\u00e9gager des plans d&rsquo;actions sur la base de ce qui est d\u00e9j\u00e0 exprim\u00e9 par les consommateurs sur le digital.<\/p>\n<p>\u00a0<\/p>\n<p>Dans un contexte de sur sollicitation de clients (plusieurs enqu\u00eates et demandes d\u2019avis), l&rsquo;objectif a \u00e9t\u00e9 de proposer une nouvelle exp\u00e9rience d\u2019enqu\u00eate de satisfaction aux clients tout en am\u00e9liorant l\u2019analyse et les plans d\u2019actions pour les op\u00e9rationnels ?<\/p>\n<p><span style=\"background-color: #ffffff; color: #ffffff;\">&#8211;<\/span><\/p>\n<p>Les Enjeux :<\/p>\n<p>\u00a0<\/p>\n<ul>\n<li>Alors que le taux de r\u00e9ponse est de 50% pour la collecte d\u2019avis clients, le taux de r\u00e9ponses pour une enqu\u00eate de satisfaction est plus de 2 fois inf\u00e9rieur : comment am\u00e9liorer les retours<\/li>\n<li>Les avis clients, notamment ceux d\u00e9pos\u00e9s spontan\u00e9ment sur les grandes plateformes (Google My Business, Facebook, PagesJaunes) sont une mine d\u2019or mais les verbatims sont encore pas ou peu exploit\u00e9s dans l\u2019analyse de la satisfaction client : comment les traiter et les analyser ?<\/li>\n<li>La longueur des enqu\u00eates de satisfaction est souvent remise en cause par les \u00e9quipes (trop longue) : est-il possible de les r\u00e9duire tout en gardant un niveau d\u2019analyse important ?<\/li>\n<li>La soci\u00e9t\u00e9 sollicite plusieurs fois ces clients : enqu\u00eate \u00e0 chaud, \u00e0 froid, demande d\u2019avis : Comment les associer dans un parcours fluide et sans couture ?\u00a0\u00a0<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p><span style=\"color: #ffffff;\">&#8211;<\/span><\/p>\n<p>La soci\u00e9t\u00e9 Kbane (r\u00e9novation \u00e9nerg\u00e9tique) et Custplace (suite logicielle de gestion des avis clients) sont se pos\u00e9es toutes ces questions afin de repenser enti\u00e8rement le feedback management !<\/p>\n<p>\u00a0<\/p>\n<p>D\u00e9couvrez le projet en vid\u00e9o :\u00a0<\/p>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/UX35UEdrWm8\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>\u00a0<\/p>\n<p>Ou t\u00e9l\u00e9chargez le cas client <a href=\"https:\/\/fr.custplace.com\/business\/cas-client\/kbane\/\" data-abc=\"true\">en cliquant ici<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Custplace et Kbane d\u00e9crochent le bronze dans la finale des CX Awards 2022 pour la mise en place d&rsquo;un dispositif innovant qui combine l&rsquo;analyse de la satisfaction client et la gestion de l&rsquo;e-reputation. Les r\u00e9sultats ont \u00e9t\u00e9 annonc\u00e9s \u00e0 l&rsquo;occasion de la soir\u00e9e de remise des prix le 22 juin. \u00a0 Les CX Awards sont [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":7222,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[77],"tags":[],"class_list":["post-7217","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-evenements"],"acf":{"tldr":"","affichage_hp":false,"reporting":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Custplace et Kbane remportent le Bronze aux CX Awards 2022<\/title>\n<meta name=\"description\" content=\"Custplace et Kbane remportent le bronze aux CX Awards 2022 avec une solution innovante de gestion du feedback, combinant satisfaction client et e-r\u00e9putation\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fr.custplace.com\/business\/custplace-et-kbane-finalistes-des-cx-awards-2022-avec-une-solution-innovante-de-feedback-management\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Custplace et Kbane remportent le Bronze aux CX Awards 2022\" \/>\n<meta property=\"og:description\" content=\"Custplace et Kbane remportent le bronze aux CX Awards 2022 avec une solution innovante de gestion du feedback, combinant satisfaction client et e-r\u00e9putation\" \/>\n<meta property=\"og:url\" content=\"https:\/\/fr.custplace.com\/business\/custplace-et-kbane-finalistes-des-cx-awards-2022-avec-une-solution-innovante-de-feedback-management\/\" \/>\n<meta property=\"og:site_name\" content=\"Custplace\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/custplace\" \/>\n<meta property=\"article:published_time\" content=\"2022-06-08T08:35:52+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-30T20:56:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/fr.custplace.com\/business\/wp-content\/uploads\/2022\/06\/CX_Awards_2022___Accueil-scaled-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1099\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Nicolas Marette\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@custplace\" \/>\n<meta name=\"twitter:site\" content=\"@custplace\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Nicolas Marette\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":[\"Article\",\"BlogPosting\"],\"@id\":\"https:\\\/\\\/fr.custplace.com\\\/business\\\/custplace-et-kbane-finalistes-des-cx-awards-2022-avec-une-solution-innovante-de-feedback-management\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/fr.custplace.com\\\/business\\\/custplace-et-kbane-finalistes-des-cx-awards-2022-avec-une-solution-innovante-de-feedback-management\\\/\"},\"author\":{\"name\":\"Nicolas Marette\",\"@id\":\"https:\\\/\\\/fr.custplace.com\\\/business\\\/#\\\/schema\\\/person\\\/6886647d5fe7f5f15c1f07862e53e73c\"},\"headline\":\"Custplace et Kbane remportent le Bronze aux CX Awards 2022\",\"datePublished\":\"2022-06-08T08:35:52+00:00\",\"dateModified\":\"2025-09-30T20:56:24+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/fr.custplace.com\\\/business\\\/custplace-et-kbane-finalistes-des-cx-awards-2022-avec-une-solution-innovante-de-feedback-management\\\/\"},\"wordCount\":444,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/fr.custplace.com\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/fr.custplace.com\\\/business\\\/custplace-et-kbane-finalistes-des-cx-awards-2022-avec-une-solution-innovante-de-feedback-management\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/fr.custplace.com\\\/business\\\/wp-content\\\/uploads\\\/2022\\\/06\\\/CX_Awards_2022___Accueil-scaled-1.jpg\",\"articleSection\":[\"Webinaires &amp; 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