{"id":89414,"date":"2026-07-07T19:06:18","date_gmt":"2026-07-07T19:06:18","guid":{"rendered":"https:\/\/degreed.com\/experience\/blog\/coaching-ia-3-solutions-testees-par-dunnhumby-pour-favoriser-adoption\/"},"modified":"2026-07-31T19:11:57","modified_gmt":"2026-07-31T19:11:57","slug":"coaching-ia-3-solutions-testees-par-dunnhumby-pour-favoriser-adoption","status":"publish","type":"post","link":"https:\/\/degreed.com\/experience\/fr\/blog\/coaching-ia-3-solutions-testees-par-dunnhumby-pour-favoriser-adoption\/","title":{"rendered":"Coaching IA&#160;: 3&#160;solutions test\u00e9es par dunnhumby pour favoriser l\u2019adoption"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">La solution \u00e0 vos difficult\u00e9s d\u2019adoption de l\u2019IA n\u2019est peut-\u00eatre pas un nouvel outil, mais un coach.  Un coach qui pourrait m\u00eame ne pas \u00eatre humain.<\/p>\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0Nous ne pouvons pas imposer aux collaborateurs de se former en autonomie\u00a0\u00bb, explique Prachi Prasad, Global Head \u2013 Leadership and Learning Development chez dunnhumby. \u00ab\u00a0Nous devons donc cr\u00e9er les conditions et l\u2019\u00e9cosyst\u00e8me n\u00e9cessaires.\u00a0\u00bb<\/p>\n\n<p class=\"wp-block-paragraph\">C\u2019est le pari de <a href=\"https:\/\/www.dunnhumby.com\/tag\/fr-fr\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">dunnhumby<\/a>, sp\u00e9cialiste mondial de la data science client, qui accompagne des marques aussi connues que Tesco, Walmart et Nestl\u00e9.<\/p>\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Skills, Values, and Self-Directed Learning: dunnhumby\u2019s Foundation for Workforce Capability\" width=\"800\" height=\"450\" src=\"https:\/\/www.youtube-nocookie.com\/embed\/6ULtDPQY5s0?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n<p class=\"wp-block-paragraph\">Le coaching \u00e9tait au c\u0153ur de cet \u00e9cosyst\u00e8me. Mais accompagner de fa\u00e7on coh\u00e9rente 3\u00a0000\u00a0collaborateurs dans 25\u00a0pays d\u00e9passait ce que les coachs humains pouvaient assurer seuls.<\/p>\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0Se former en autonomie peut sembler tr\u00e8s valorisant, mais sans accompagnement, cette d\u00e9marche atteint vite ses limites\u00a0\u00bb, explique Prachi Prasad. \u00ab\u00a0Et cela peut parfois donner un sentiment de solitude. C\u2019est pourquoi nous nous sommes tourn\u00e9s vers le coaching, avec l\u2019id\u00e9e de le d\u00e9ployer \u00e0 grande \u00e9chelle [\u2026]. Mais nous ne pouvons pas garantir une qualit\u00e9 constante en nous appuyant uniquement sur des coachs humains. \u00c0 cette \u00e9chelle, ce n\u2019est pas r\u00e9aliste.\u00a0\u00bb<\/p>\n\n<p class=\"wp-block-paragraph\">Pour aller plus loin dans le d\u00e9veloppement des comp\u00e9tences, dunnhumby a donc mis\u00e9 sur le coaching assist\u00e9 par l\u2019IA. L\u2019\u00e9quipe a explor\u00e9 toutes les pistes\u00a0: outils du march\u00e9, solution interne sur mesure et technologie con\u00e7ue sp\u00e9cifiquement pour ce besoin. Lors d\u2019un \u00e9v\u00e9nement Degreed, Prachi Prasad a pr\u00e9sent\u00e9 trois exp\u00e9rimentations de coaching par l\u2019IA men\u00e9es par son \u00e9quipe pour aider les collaborateurs \u00e0 mieux ma\u00eetriser les technologies mises \u00e0 leur disposition. <\/p>\n\n<h2 class=\"wp-block-heading\" id=\"h-play-1-off-the-shelf-ai-coaching\">Approche\u00a01\u00a0: un coach IA pr\u00eat \u00e0 l\u2019emploi<\/h2>\n\n<p class=\"wp-block-paragraph\">Pour sa premi\u00e8re exp\u00e9rimentation, l\u2019\u00e9quipe a test\u00e9 un outil de coaching par l\u2019IA simple et disponible sur le march\u00e9, qui permet aux collaborateurs d\u2019enregistrer leur prestation lors d\u2019un pitch, d\u2019une pr\u00e9sentation ou d\u2019une conversation difficile. Le coach IA analyse ensuite le rythme et le contenu, donne son avis et pose des questions cibl\u00e9es pour aller plus loin. <\/p>\n\n<p class=\"wp-block-paragraph\">Les premiers r\u00e9sultats se sont r\u00e9v\u00e9l\u00e9s encourageants. dunnhumby a d\u00e9ploy\u00e9 l\u2019outil aupr\u00e8s de ses \u00e9quipes technologie et data science, qui ont appr\u00e9ci\u00e9 de pouvoir s\u2019entra\u00eener sans jugement. Le NPS \u00e9tait \u00e9lev\u00e9 et les r\u00e9actions tr\u00e8s largement positives. Les am\u00e9liorations \u00e9taient m\u00eame visibles lors des pr\u00e9sentations commerciales aux clients.<\/p>\n\n<p class=\"wp-block-paragraph\">Le probl\u00e8me venait de l\u2019interface. Elle ne fournissait pas toujours des retours utiles et directement applicables, et les possibilit\u00e9s de personnalisation ou d\u2019am\u00e9lioration \u00e9taient limit\u00e9es. L\u2019\u00e9quipe de dunnhumby a donc choisi d\u2019abandonner cette piste. <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>Bilan\u00a0: <\/strong>: le coach IA fonctionnait, mais pas l\u2019interface. Malgr\u00e9 un accueil favorable, l\u2019outil n\u2019apportait pas syst\u00e9matiquement la valeur attendue.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"h-play-2-in-house-bespoke-ai-coaching\">Approche\u00a02\u00a0: un coach IA sur mesure d\u00e9velopp\u00e9 en interne<\/h2>\n\n<p class=\"wp-block-paragraph\">La deuxi\u00e8me approche consistait \u00e0 d\u00e9velopper la solution en interne. dunnhumby a cr\u00e9\u00e9 son propre outil de coaching par l\u2019IA, baptis\u00e9 Change the Conversation. Le coach s\u2019appuyait sur le framework propri\u00e9taire\u00a04D de l\u2019entreprise et \u00e9tait directement int\u00e9gr\u00e9 \u00e0 Microsoft Teams. <\/p>\n\n<p class=\"wp-block-paragraph\">Les mises en situation \u00e9taient enti\u00e8rement personnalisables. Les collaborateurs avaient confiance dans l\u2019outil, puisqu\u2019il s\u2019appuyait sur le contexte et le framework propres \u00e0 dunnhumby. L\u2019engagement \u00e9tait au rendez-vous, avec un NPS sup\u00e9rieur \u00e0 60. <\/p>\n\n<p class=\"wp-block-paragraph\">Mais d\u00e9velopper une solution de A \u00e0 Z repr\u00e9sente un co\u00fbt important, et le maintenir exige des ressources en continu.<\/p>\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0Cela demande d\u2019investir \u00e0 la fois du temps et de l\u2019argent\u00a0\u00bb, souligne Prachi Prasad. <\/p>\n\n<p class=\"wp-block-paragraph\">La courbe d\u2019apprentissage est importante, aussi bien pour cr\u00e9er l\u2019outil que pour le maintenir. Car d\u00e9velopper une solution de toutes pi\u00e8ces, c\u2019est aussi devoir prendre en charge tout ce qui permet son bon fonctionnement, notamment la capacit\u00e9 de l\u2019organisation \u00e0 l\u2019adopter. <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>Bilan\u00a0: <\/strong>le mod\u00e8le sur mesure inspirait totalement confiance et \u00e9tait largement utilis\u00e9. Mais il \u00e9tait \u00e9galement co\u00fbteux \u00e0 d\u00e9velopper et \u00e0 maintenir.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"h-play-3-career-development-ai-coaching-on-degreed-maestro\">Approche\u00a03\u00a0: un coach IA de d\u00e9veloppement de carri\u00e8re dans Degreed Maestro<\/h2>\n\n<p class=\"wp-block-paragraph\">La troisi\u00e8me approche est toujours en cours d\u2019exp\u00e9rimentation, mais, selon Prachi Prasad, \u00ab\u00a0C\u2019est celle qui se rapproche le plus de notre objectif, \u00e0 savoir observer comment les personnes \u00e9voluent\u00a0\u00bb.<\/p>\n\n<p class=\"wp-block-paragraph\">Cette troisi\u00e8me approche repose sur un coach de d\u00e9veloppement de carri\u00e8re int\u00e9gr\u00e9 \u00e0 Degreed Maestro. \u00c0 la diff\u00e9rence d\u2019un outil d\u2019IA g\u00e9n\u00e9raliste, Maestro conna\u00eet d\u00e9j\u00e0 l\u2019environnement de dunnhumby. Le framework de comp\u00e9tences, les ressources de d\u00e9veloppement de carri\u00e8re, la m\u00e9thodologie\u00a070:20:10 et les donn\u00e9es de formation d\u00e9j\u00e0 disponibles dans Degreed ont tous \u00e9t\u00e9 int\u00e9gr\u00e9s. Le contexte est donc d\u00e9j\u00e0 l\u00e0. <\/p>\n\n<p class=\"wp-block-paragraph\">Ce coach de d\u00e9veloppement de carri\u00e8re permet aux collaborateurs d\u2019identifier les comp\u00e9tences \u00e0 d\u00e9velopper, de construire des plans d\u2019action et de pr\u00e9parer leurs \u00e9changes avec leur manager, en fonction de leurs disponibilit\u00e9s. Chacun peut d\u00e9sormais b\u00e9n\u00e9ficier d\u2019un coaching \u00e0 la demande, o\u00f9 qu\u2019il se trouve.<\/p>\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0L\u2019objectif n\u2019est pas de remplacer l\u2019humain dans ces \u00e9changes. Mais lorsqu\u2019une question vous emp\u00eache de dormir \u00e0 23\u00a0h, vous savez que vous pouvez obtenir des r\u00e9ponses\u00a0\u00bb, explique Prachi Prasad.<\/p>\n\n<p class=\"wp-block-paragraph\"><strong>Bilan\u00a0: <\/strong> l\u2019exp\u00e9rimentation est toujours en cours, mais le mod\u00e8le \u00ab\u00a0\u00e0 la demande\u00a0\u00bb associ\u00e9 \u00e0 une connaissance fine de l\u2019organisation rend d\u00e9j\u00e0 l\u2019exp\u00e9rience de formation plus fluide.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"h-experimenting-with-the-ai-coaching-use-case\">Trouver la bonne approche de coaching par l\u2019IA<\/h2>\n\n<p class=\"wp-block-paragraph\">Selon Prachi Prasad, la premi\u00e8re question \u00e0 se poser est la suivante\u00a0: \u00ab\u00a0Est-ce que nous partons d\u2019un besoin auquel l\u2019IA peut vraiment r\u00e9pondre\u00a0?\u00a0\u00bb Quelle que soit la technologie envisag\u00e9e, elle ne donnera pas les r\u00e9sultats attendus si le probl\u00e8me de d\u00e9part est mal d\u00e9fini. Viennent ensuite cinq questions essentielles\u00a0:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Le processus est-il assez clair pour l\u2019IA\u00a0?<\/li>\n\n\n\n<li>Quel r\u00f4le l\u2019IA doit-elle r\u00e9ellement jouer\u00a0?<\/li>\n\n\n\n<li>Avec quels syst\u00e8mes doit-elle interagir\u00a0?<\/li>\n\n\n\n<li>Quel cadre de gouvernance et de contr\u00f4le faut-il pr\u00e9voir\u00a0?<\/li>\n\n\n\n<li><strong>Comment mesurer son efficacit\u00e9\u00a0?<\/strong><\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">Le coaching permettait \u00e0 dunnhumby de r\u00e9pondre \u00e0 un probl\u00e8me de formation en autonomie que les contenus seuls ne suffisaient pas \u00e0 r\u00e9soudre. Apr\u00e8s trois exp\u00e9rimentations, l\u2019\u00e9quipe a pu mieux cerner les outils capables de proposer un coaching \u00e0 la demande, \u00e0 grande \u00e9chelle et assez contextualis\u00e9 pour \u00eatre vraiment utile.<\/p>\n\n<p class=\"wp-block-paragraph\">Voil\u00e0 \u00e0 quoi ressemble une exp\u00e9rimentation de l\u2019IA qui produit un r\u00e9sultat concret. <\/p>\n\n<p class=\"wp-block-paragraph\">Partager les \u00e9checs est aussi utile que partager les r\u00e9ussites. Les organisations qui d\u00e9veloppent une v\u00e9ritable ma\u00eetrise de l\u2019IA ne se contentent pas de choisir l\u2019outil le plus s\u00e9duisant  ou le plus facile \u00e0 adopter. Elles testent, comparent et poussent chaque solution dans ses retranchements jusqu\u2019\u00e0 trouver la <em>bonne<\/em>. C\u2019est exactement ce qu\u2019a fait dunnhumby.<\/p>\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/degreed.com\/experience\/fr\/intelligence-artificielle\/\" target=\"_blank\" rel=\" noreferrer noopener\"><img decoding=\"async\" src=\"https:\/\/explore.degreed.com\/wp-content\/uploads\/2026\/02\/Maestro_Blog-CTA_fr_FR-scaled.png\" alt=\"\" class=\"wp-image-87864\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>La solution \u00e0 vos difficult\u00e9s d\u2019adoption de l\u2019IA n\u2019est peut-\u00eatre pas un nouvel outil, mais un coach. Un coach qui pourrait m\u00eame ne pas \u00eatre humain. \u00ab\u00a0Nous ne pouvons pas imposer aux collaborateurs de se former en autonomie\u00a0\u00bb, explique Prachi Prasad, Global Head \u2013 Leadership and Learning Development chez dunnhumby. \u00ab\u00a0Nous devons donc cr\u00e9er les [&hellip;]<\/p>\n","protected":false},"author":58,"featured_media":89343,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[669],"tags":[],"post_folder":[],"class_list":["post-89414","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-workforce-business-impact"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.0 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Coaching IA&#160;: 3&#160;solutions test\u00e9es par dunnhumby pour favoriser 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