Insights
iQo consultants share their sectoral and functional expertise, as well as their feedback, to decipher the key trends impacting business transformations, today and tomorrow.
Latest articles

Gentto : la nouvelle génération de gestion déléguée au service de l’expérience client
Créée en septembre 2023, Gentto incarne une nouvelle approche de la gestion pour compte de tiers en assurance santé et prévoyance. À travers une structuration agile, une expertise éprouvée et

Mise en place et réussite d’un Target Operating Model Data
Le Target Operating Model (TOM) Data est un levier central pour transformer les organisations en entités véritablement axées sur les données. Il structure la manière dont la donnée est collectée,

Certifications, labels, prizes: a profitable investment in customer relations?
Nos experts Marketing et Relation Client vous partagent les bénéfices des certifications et des labels que peuvent recevoir la Relation Client. Gage de qualité et d’engagement, ces initiatives ont un

The customer relations professions of tomorrow in insurance
In the insurance world, customer relations professions need to reinvent themselves. In this article, we take a look at some inspiring initiatives. Contents In an environment

3 steps to measuring Customer Experience ROI
The customer experience, like other aspects of marketing and customer relations, needs to be measured to assess ROI. Our experts give you the 3 steps to

Acculturation to Generative AI: best practices to follow
An effective strategy for adopting Generative AI in the enterprise is based on two complementary components: responding immediately to concrete uses with the right tools, and acculturating teams to AI

Data Sharing: 5 key issues to consider
Second article in our series on Data Sharing. In our introduction, we recalled the current importance of Data Sharing for organizations, and the latest trends. We now turn to

Data Sharing: definition, trends and success stories
Data sharing is the pooling of data between different entities, to create value that could not be achieved by remaining compartmentalized. Find out more in this article

The customer experience: the new central issue in delegated insurance management
In an ever-changing insurance industry, where operational efficiency, flexibility and cost control remain the watchwords, delegated management is a key pillar of our strategy.

Procurement s strategic role in decarbonizing scope 3
Decarbonization has become a central issue for Procurement Departments, which play a key role in the company's emissions reduction strategy. Scope 3 emissions

Make or Buy matrix: strategy and application in the IT environment
In an IT environment where the heterogeneity of solutions offered by the IT department is increasingly marked, the "Make or Buy" dilemma is becoming a major issue. The path

Structuring a Data and AI service offering
Structuring a Data & AI service offering is a key lever for encouraging adoption and developing governance on these subjects. Indeed, without a service offering
White papers

Transforming customer relations organizations in the insurance industry
The customer relations professions in the insurance industry are facing profound transformations that will accelerate in the months and years to come: balancing customer satisfaction / business model in light of cost pressures, the emergence of AI, new customer usages, reform of the PSC...
To identify and understand the strategic choices made by market players and their impact on remote customer relations operating models, iQo and Alian conducted a survey of 10 leading players in the health, personal protection, savings and property & casualty markets...

AI at the service of customer relations: the guide
AI will profoundly transform the customer experience and greatly improve the efficiency of Customer Services. We have conducted an in-depth study to answer the main questions Customer Experience / Customer Relationship Managers are asking:
- What are the main use cases?
- Which tools on the market really incorporate AI?
- What are the experiences of companies that have taken the plunge?
- What concrete gains and impacts, particularly in terms of human resources, can we expect?
- How to get started

The impact of Generative AI on the Contract Management
Symbolized by the rise of ChatGPT since 2023, Generative AI is generating as much excitement as questioning in many fields... including Contract Management.
In this white paper, Franck CésariQo Partner and Brice AndréManager, discuss :
- use cases
- limits and obstacles to adoption
- thefuture for legal and businessprofessionals Contract Management

Technology trends and CIO practices in France
iQo offers you this white paper produced by our teams Tech 4 Business which is much more than just a barometer. It's a deep dive into the trends that will redefine the French technology landscape in the years to come.
This document is intended as an open window on the practices adopted by CIOs to navigate in an environment where agility and adaptability are essential qualities.