In this era of ubiquitous artificial intelligence, we at iQo choose to be bold: we pursue technology that brings out the best in people, rather than replacing them.
When AI meets life, it gives rise to futures that are fairer, more mindful, and more desirable. In 2026, let’s work together to cultivate these possibilities.
iQo supports organizations at the intersection of AIand impact and human intelligence, to drive positive transformation.
Happy New Year 2026!
Our Publications in 2025
Why should choice be the common thread of a successful customer journey?
Choosing among several offers, balancing independence and support, selecting a contact channel, deciding on the form of compensation: throughout the relationship, the customer expresses
PER: Can Retirement Savings Become a Tool for European Sovereignty?
Seven years after the Pacte Act, the retirement savings plan has become an established part of the landscape without becoming the default savings choice for the French. At the same time, the list of tasks
iQo has reached a new strategic milestone by earning AFNOR’s “Engagé RSE” certification
The strategy and transformation consulting firm iQo announces that it has been awarded the “Engagé RSE” certification by AFNOR. The certification is aligned with the guidelines of the international ISO standard
Design Authority: How Can We Balance Delivery Speed and IT Control?
Your CIO wants to pick up the pace. Your teams are delivering in short cycles, and agility is now firmly embedded in your practices. Yet persistent friction is emerging: why have two strategic projects been selected
With artificial intelligence, social dialogue must take on a new dimension
“Will I still be needed?” Many employees have been asking themselves this question since artificial intelligence became part of their daily work lives.
AI Transformation: Our 5 Principles for Success
Amid the current AI boom, many companies are struggling to move beyond the experimental stage and generate real value. To support organizations in this transition, iQo
AI and Edge Computing: What Changes Will This Bring to Information Systems?
AI greatly enhances the appeal of edge computing. The more use cases become real-time, embedded, or autonomous, the more critical latency, network dependency, and local continuity become. Summary
Mathilde des Courtis Joins iQo as a Partner
Mathilde des Courtis has joined iQo to strengthen the firm’s expertise in advising clients in the asset management, banking, and insurance sectors. A graduate of ESCP, Mathilde began her career
10 Trends Shaping the Evolution of Marketing Organizations
Under the combined pressure of AI, the demand for immediate profitability, and increasingly volatile customers, marketing departments are reevaluating their work methods and even their
Shadow AI: How Can We Avoid Repeating Past Mistakes?
The advent of generative artificial intelligence has sparked an unprecedented revolution in individual productivity. However, this rapid adoption comes with a phenomenon well known to CIOs: Shadow AI.
AI and Ethics: We Must Build a Humanistic AI
Since the emergence of generative artificial intelligence, public debate has oscillated between fascination and concern. Will humans outperform AI, or will they simply be replaced? This dichotomy can and must be overcome.
Teresa Dorner has been named a partner at iQo
Teresa Dorner, who has been with iQo since its founding in January 2021, has just been named a Partner. Teresa has been helping organizations with their transformation and optimization projects for nearly
What if HR managers took a cue from marketing?
How can marketing and customer experience techniques transform the HR function and make it more efficient? Summary: HR leaders face challenges similar to those
How can we improve the relationship and performance between central management and its local units?
While all directors of Central Divisions and Business Units at headquarters are considering how to improve their relationships with local entities and subsidiaries, few ask themselves how they should position themselves with respect to
AI doesn't vote… but it's already influencing those who do
With one year to go before the presidential election, the question is no longer whether AI will influence the democratic debate, but to what extent. We are gradually entering a battle of algorithms, and not
Energy Dependence: Why Tensions in the Strait of Hormuz Overshadow the Real Issues at Stake in Europe’s Energy Transition
What if the price of a barrel of oil isn't the real issue? The crisis in Iran has brought our need to accelerate the
Remote Customer Service: Building a Truly Effective Operational Model
Companies must structure their customer relationship management in a way that is consistent with their strategy, business objectives, and quality requirements. Defining a target operational model allows for
Can artificial intelligence (AI) become a public good?
Artificial Intelligence (AI) has become the invisible driving force behind our daily digital and professional lives. Its widespread adoption today raises a fundamental question: Should AI become a common good?
Agent-Based AI, from Prototype to Industrialization: Summary of the iQo x SYNIA Conference
Today, agent-based AI enables companies to take a significant step forward in implementing new applications across their business lines. It gives employees the ability to delegate a
Managing Peak Activity vs. Managing Crises: Challenges, Methods, and Best Practices for Customer Service Centers
Customer service centers may face various types of operational pressures: anticipated spikes in demand (calls, etc.) based on predictable cycles, as well as sudden crises.
Once & Done (FRC): Definitions and Calculation Methods for a Key Customer Experience KPI
FRC—First Contact Resolution, or “once & done”—is a widely used metric in customer relationship management systems. It aims to
Customer Experience in New-Construction Real Estate: A Necessary Transformation in a Changing Market
The new residential real estate market has historically been driven by one key factor: private rental investment, supported by tax incentives. This foundation has shrunk dramatically, profoundly altering the structure of
Remote Customer Service: Understanding and Reducing Costs
Learn how to analyze the cost structure of a remote customer relationship management system and identify the key operational levers for optimizing its variable costs. Summary: Reducing the
The CIO of Tomorrow: Architect of an Agent-Based Information System or Manager of AI Vendors?
Who will be tomorrow's CIO? The same questions often come up among CIOs: "Should I build a custom solution or buy off-the-shelf software?"
How to Succeed in a Customer Relationship Management Outsourcing RFP: A Methodological Guide
Outsourcing customer relationship management (BPO—Business Process Outsourcing) is a strategic tool for improving the customer experience, gaining access to cutting-edge technologies, and providing operational flexibility. However,
Protecting Vulnerable Customers from Fraud: A Strategic and Regulatory Imperative for the Banking Sector
The acceleration of digital transformation within the banking sector has profoundly reshaped the risk landscape. While omnichannel approaches and the digitization of customer journeys offer opportunities for operational efficiency
Reachability of Remote Contacts: How Can We Balance Operational Performance and Economic Sustainability?
Reachability has become a major strategic issue for remote customer service systems. It cannot be reduced to a single metric (such as the answer rate), but
Embedding Generative AI in Practices for the Long Term: Why Usage Matters More Than Technology
Generative AI creates value when it is embedded in business practices. Discover how to establish sustainable, value-driven use cases within your organization. Summary: Artificial intelligence has never been
Professional Equality Index: iQo Ranks Among the Top Strategy Consulting Firms
For 2026, iQo received a score of 98 out of 100 on the Gender Equality in the Workplace Index. The website Consultor.fr published a ranking of strategy consulting firms based on this index.
Why the PSM1 Certification Is an Essential Career Booster
“Practicing Agile” and “being Agile” are two very distinct concepts. This is where the Scrum framework—the most widely used Agile method in the world—and its flagship certification come into play:
The Contribution of Management Systems to Organizational Performance
Organizations face increasingly complex challenges—regulatory, environmental, quality, or safety—and management systems (MS) have emerged as a key tool for aligning and controlling
Measuring Reachability Beyond the Answer Rate
The drop-off rate has historically been the key performance indicator for customer service centers. It measures the proportion of calls handled within a target timeframe and reflects operational capacity
Why is a customer-centric culture essential for standing out in the insurance industry?
Summary: In an ever-changing economic landscape, where new technologies, regulatory complexity, and rising customer expectations are redefining the rules of the game, how can insurers
CSRD: Between Climate Ambition and Economic Realism, It’s Time for Streamlining
The European Green Deal is going through a rough patch. As the cornerstone of the European Union’s non-financial transparency strategy, the CSRD (Corporate Sustainability Reporting Directive) embodies one of
Agent-Based AI: How AI Agents Are Revolutionizing Automation and Governance
We are now entering a new era: that of agent-based AI. We are moving from AI that “talks” to AI that “acts.” This transition is not limited to
AI Assistant vs. AI Agent: Understanding the Shift Toward an Agent-Based Enterprise
AI Assistant or AI Agent? Discover the practical differences between them, their uses in business, and how to successfully transition to a well-managed agent-based organization. Summary: Used as co-pilots, assistants
Leading a Cost-Cutting Project: Myths and Realities
From benchmarking to process optimization and organizational restructuring, companies are using a variety of methods to achieve their cost-reduction goals. But not all of them produce the same results,
Risk Management and Compliance: A Strategic Issue for Sustainable Business Performance
In an environment marked by geopolitical instability, accelerating regulatory change, and digital transformation, risk management and compliance now play a central role in corporate strategies. For a long time
Romain Villar joins iQo as a partner in the Tech4Business division
Paris, February 6, 2025 IT strategy, enterprise architecture, and agent-based AI… these topics are multiplying and accelerating the transformation of information systems. To support the growth of our division
Generation Z in the Workplace: Challenges, Expectations, and Keys to Integrating and Retaining Them
Generation Z, or Gen Z—generally defined as people born between the late 1990s and the early 2010s—is currently
Personal Insurance Services: The New Strategic Lever in the Face of Market Standardization
For a long time, differentiation in personal insurance was based on coverage, reimbursement levels, and contract terms. Today, this model is losing steam. Products are becoming increasingly similar, and comparison tools
Why Is the Traditional IT Department Model Reaching Its Limits (and How Can You Become a Digitally Optimized Company)?
More and more companies are asking themselves: Should we fundamentally rethink the way IT is organized to turn it into a true driver of value? That is precisely the goal of the
IT Organization: How Tech Hubs, Application Factories, and Touchpoints Are Transforming the Enterprise
More and more companies are asking themselves: Should we fundamentally rethink the way IT is organized to turn it into a true driver of value? That is precisely the goal of the
iQo wishes you all the best for 2026
In this era of ubiquitous artificial intelligence, we at iQo choose to be bold: we pursue technology that brings out the best in people, rather than replacing them. When AI meets life, new futures are born
Dynamic Benchmark: The New Performance Compass for Networks and Franchises
In a market where franchise networks must navigate the diversity of retail locations, performance pressures, and the explosion of data,
How is Generative AI transforming the Procurement function?
Together with the National Council of Procurement, in partnership with Flowie, we hosted a webinar on the impact of generative AI on the Procurement function. Read the summary of our
Data Product Management: How to Apply Product Management Methods to Data Projects
Data Product Management, widely used in startups and now in large companies, is establishing itself as an agile, user-centered approach. Driven by the product and fueled by
The 5 Key Skills of a Project Manager
A project manager's role is to align stakeholders, provide them with visibility, motivate them, and ensure team cohesion. What are the key skills of a (good)
How can data be used to better manage a franchise network?
In a complex, digitalized environment, data is key to the effective management of franchise networks. Collecting, organizing, standardizing, and leveraging information has become essential for making
Women in Leadership: How Can We Retain Female Talent All the Way to Leadership Positions?
Could organizational culture be the reason why, in many sectors, gender parity rates decline after the manager level? For example, in 2022, it
