{"id":176778,"date":"2026-09-21T15:56:40","date_gmt":"2026-09-21T15:56:40","guid":{"rendered":"https:\/\/business.udemy.com\/case-studies\/how-publicis-sapient-built-a-delivery-leadership-engine-with-udemy\/"},"modified":"2026-09-28T13:56:56","modified_gmt":"2026-09-28T13:56:56","slug":"how-publicis-sapient-built-a-delivery-leadership-engine-with-udemy","status":"publish","type":"customers","link":"https:\/\/business.udemy.com\/fr\/case-studies\/how-publicis-sapient-built-a-delivery-leadership-engine-with-udemy\/","title":{"rendered":"Comment Publicis Sapient a construit un moteur leader avec 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Publicis Sapient a construit un moteur leader avec Udemy","resource_topics":["integrated_learning","cohort_learning","immersive_learning"],"company_name":"Publicis\u00a0Sapient","year_award_name":"Laur\u00e9at mondial\u00a02026","category_name":"Optimisation de l'impact","industry_text":"Services de conseil","company_hq_text":"Boston, Massachusetts, \u00c9tats-Unis","number_of_employees_text":"+ de 5\u00a0000","office_locations_text":"Am\u00e9riques, EMEA et APAC","business_outcomes_repeater":[{"stat_number":"2\u00a0millions d'\u20ac","stat_description":"D\u00e9veloppement d'un client \u00e0 partir d'un projet de fin d'\u00e9tudes"},{"stat_number":"+82","stat_description":"NPS, 12\u00a0points au-dessus de la r\u00e9f\u00e9rence mondiale de classe"},{"stat_number":"Plus de 75\u00a0%","stat_description":"Dipl\u00f4m\u00e9s nomm\u00e9s \u00e0 des r\u00f4les de responsables de services"}],"challenge_heading":"D\u00e9velopper la capacit\u00e9 de leadership en mati\u00e8re de services \u00e0 grande \u00e9chelle","challenge_description":"<p><em><span style=\"font-weight: 400;\">Publicis Sapient est une entreprise mondiale de services aux entreprises, qui aide les entreprises \u00e0 cr\u00e9er un avantage concurrentiel gr\u00e2ce \u00e0 des exp\u00e9riences am\u00e9lior\u00e9es et des op\u00e9rations modernis\u00e9es. Alliant conseil, donn\u00e9es et technologie, le cabinet s&rsquo;associe \u00e0 ses clients pour naviguer dans la transformation num\u00e9rique et fournir des r\u00e9sultats commerciaux significatifs. Bas\u00e9e \u00e0 Boston, Massachusetts, Publicis Sapient op\u00e8re \u00e0 travers les Am\u00e9riques ainsi qu&rsquo;en Europe, au Moyen-Orient, en Afrique et en Asie-Pacifique, guid\u00e9e par sa mission\u00a0: aider les gens \u00e0 prosp\u00e9rer dans la qu\u00eate audacieuse de l&rsquo;avenir.<\/span><\/em>  <span style=\"font-weight: 400;\">Avant de lancer Vantage Ecosystem, une solution d&rsquo;excellence de services multi-niveaux qui connecte chaque module d&rsquo;apprentissage directement \u00e0 un r\u00e9sultat commercial, Publicis Sapient manquait d&rsquo;une approche structur\u00e9e et \u00e9volutive pour d\u00e9velopper des leaders de livraison au niveau du propri\u00e9taire de la livraison de compte (ADO). Le d\u00e9veloppement \u00e9tait informel, r\u00e9gionalement incoh\u00e9rent et non con\u00e7u pour r\u00e9pondre aux exigences du r\u00f4le.<\/span>  <span style=\"font-weight: 400;\">Le cabinet avait pilot\u00e9 des programmes de cohorte ant\u00e9rieurs en\u00a02022 et\u00a02024, mais n&rsquo;avait pas r\u00e9ussi \u00e0 concevoir un mod\u00e8le capable de r\u00e9plication mondiale avec des r\u00e9sultats constamment \u00e9lev\u00e9s, et n&rsquo;avait aucun m\u00e9canisme int\u00e9gr\u00e9 pour relier l&rsquo;apprentissage aux r\u00e9sultats commerciaux mesurables.<\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\">L&rsquo;entreprise avait besoin d&rsquo;un programme qui \u00e9quiperait les responsables de services pour gagner des engagements clients, conserver et d\u00e9velopper des comptes, diriger des \u00e9quipes performantes et g\u00e9n\u00e9rer des livraisons rentables.<\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\">\u00ab\u00a0Avant Vantage, nous n&rsquo;avions aucun moyen coh\u00e9rent de d\u00e9velopper des leaders de service \u00e0 grande \u00e9chelle, et aucun m\u00e9canisme pour relier ce d\u00e9veloppement aux r\u00e9sultats commerciaux. Avec Udemy comme plate-forme d&rsquo;apprentissage, nous avons construit un programme con\u00e7u pour faire les deux\u00a0\u00bb, explique Michaela D\u2019Ambrosio, Responsable de la strat\u00e9gie d&rsquo;apprentissage.<\/span><\/p>\n","solution_heading":"Un \u00e9cosyst\u00e8me \u00e0 trois niveaux con\u00e7u pour des r\u00e9sultats commerciaux","solution_description":"<p><span style=\"font-weight: 400;\">Vantage Ecosystem couvre l&rsquo;ensemble de la hi\u00e9rarchie de prestation de services \u00e0 travers trois niveaux interconnect\u00e9s, chacun con\u00e7u autour d&rsquo;un principe unique\u00a0: que chaque module et activit\u00e9 d&rsquo;application se rapporte directement \u00e0 un r\u00e9sultat commercial. Vantage Pathfinders cible les cadres sup\u00e9rieurs, avec environ 75 \u00e0 100\u00a0participants pr\u00e9vus pour\u00a02026. Vantage Vanguards d\u00e9veloppe des ADO via un programme de cinq mois compos\u00e9 de quatre sprints\u00a0: Develop Strategic and Advisory Leadership, Achieve Delivery Excellence at Scale, Drive and Realize Business Growth, et Project Preparation. Vantage Fellows pr\u00e9pare des leaders de livraison de niveau vice-pr\u00e9sident, avec 10\u00a0participants dans sa premi\u00e8re cohorte.<\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\">Le programme est mesur\u00e9 en utilisant le mod\u00e8le Kirkpatrick \u00e0 quatre niveaux pour \u00e9valuer l&rsquo;efficacit\u00e9 de la formation, bas\u00e9 sur les Analyses d&rsquo;apprentissage \u00e0 impact \u00e9lev\u00e9 (HILA) d&rsquo;Udemy, qui capture le score net de promoteur (NPS), l&rsquo;engagement, <\/span><span style=\"font-weight: 400;\">la compr\u00e9hension <\/span><span style=\"font-weight: 400;\">et les scores d&rsquo;engagement en temps r\u00e9el.<\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\">Trois principes maintiennent l&rsquo;\u00e9cosyst\u00e8me ensemble, et chacun tire l&rsquo;apprentissage vers l&rsquo;entreprise.<\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\"> <\/span><b>\u2022 Alignement du contenu\u00a0: <\/b><span style=\"font-weight: 400;\">chaque sprint correspond directement aux comp\u00e9tences cl\u00e9s qui d\u00e9terminent si un leader de services r\u00e9ussit ou rencontre des difficult\u00e9s<\/span><span style=\"font-weight: 400;\"> <\/span><b>\u2022 Alignement de l&rsquo;application\u00a0: <\/b><span style=\"font-weight: 400;\">les participants appliquent des cadres, des outils et des strat\u00e9gies \u00e0 leurs comptes clients r\u00e9els plut\u00f4t que de compl\u00e9ter des missions g\u00e9n\u00e9riques<\/span><span style=\"font-weight: 400;\"> <\/span><b>\u2022 Alignement du parrainage\u00a0: <\/b><span style=\"font-weight: 400;\">le programme est soutenu par des cadres sup\u00e9rieurs, y compris le vice-pr\u00e9sident ex\u00e9cutif et directeur des produits, faisant des priorit\u00e9s du programme des priorit\u00e9s commerciales<\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\">\u00ab\u00a0Le tableau de bord analytique d&rsquo;Udemy nous a donn\u00e9 une boucle de r\u00e9troaction en temps r\u00e9el entre les donn\u00e9es et la qualit\u00e9 du programme. Nous avons pu identifier des domaines sp\u00e9cifiques dont le contenu \u00e9tait \u00e0 ajuster, et nous en verrons les r\u00e9sultats dans les m\u00e9triques de la prochaine cohorte\u00a0\u00bb, affirme Mme D\u2019Ambrosio.<\/span><\/p>\n","results_heading":"De l'apprentissage \u00e0 2\u00a0millions d'euros de port\u00e9e client suppl\u00e9mentaire","results_description":"<p><span style=\"font-weight: 400;\">Entre les cohortes d&rsquo;Am\u00e9rique du Nord et internationales, les taux d&rsquo;ach\u00e8vement sont pass\u00e9s de 77\u00a0% \u00e0 89\u00a0%, les scores de recommandation ont augment\u00e9 de 69 \u00e0 80, et le NPS est pass\u00e9 de +48 \u00e0 +82, 12\u00a0points au-dessus de la r\u00e9f\u00e9rence de classe mondiale de +70. L&rsquo;engagement a \u00e9galement progress\u00e9, passant de 74 \u00e0 77.<\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\">L<\/span><span style=\"font-weight: 400;\">&lsquo;impact <\/span><span style=\"font-weight: 400;\">commercial<\/span><span style=\"font-weight: 400;\"> a \u00e9t\u00e9 tangible, et dans au moins un cas, quantifiable \u00e0 l&rsquo;euro pr\u00e8s.<\/span>  <span style=\"font-weight: 400;\">Le projet de fin d&rsquo;\u00e9tudes d&rsquo;un participant de la cohorte internationale a abouti \u00e0 2\u00a0millions d&rsquo;euros de port\u00e9e suppl\u00e9mentaire pour un client du secteur de la sant\u00e9 priv\u00e9e. Les dipl\u00f4m\u00e9s du programme Vanguards dirigent d\u00e9sormais les services aux comptes sur des relations cl\u00e9s, y compris une grande f\u00e9d\u00e9ration sportive internationale, une grande bourse et une organisation mondiale de t\u00e9l\u00e9communications.<\/span>  <span style=\"font-weight: 400;\">Les participants n&rsquo;attendent pas la fin du programme pour appliquer ce qu&rsquo;ils apprennent. Comme l&rsquo;a d\u00e9crit un participant de Vanguards\u00a0: \u00ab\u00a0Le coaching de Duarte m&rsquo;a aid\u00e9 \u00e0 formuler les messages cl\u00e9s aux clients de mani\u00e8re plus efficace. La premi\u00e8re fois que j&rsquo;ai pu appliquer cela, c&rsquo;est lorsque j&rsquo;ai rejoint le nouveau compte client et appliqu\u00e9 certaines le\u00e7ons \u00e0 la pr\u00e9sentation propos\u00e9e au client pour le nouvel exercice fiscal\u00a0\u00bb.<\/span>  <span style=\"font-weight: 400;\">La dimension communautaire a \u00e9t\u00e9 tout aussi importante. Les participants d\u00e9crivent leurs cohortes comme une \u00ab\u00a0tribu\u00a0, et construisent des r\u00e9seaux professionnels durables qui s&rsquo;\u00e9tendent bien au-del\u00e0 du programme de cinq mois.<\/span>  <span style=\"font-weight: 400;\">\u00ab\u00a0Le cours a cr\u00e9\u00e9 un puissant changement d&rsquo;\u00e9tat d&rsquo;esprit et a permis de cr\u00e9er une communaut\u00e9 inspirante et solidaire\u00a0\u00bb, affirme un participant. \u00ab\u00a0Cela a consid\u00e9rablement remis en question ma fa\u00e7on de penser et m&rsquo;a mis en relation avec des personnes \u00e9galement engag\u00e9es \u00e0 d\u00e9velopper et \u00e0 appliquer ces pratiques.\u00a0\u00bb Cette combinaison a rendu l&rsquo;exp\u00e9rience d&rsquo;apprentissage tr\u00e8s impactante et imm\u00e9diatement pr\u00e9cieuse dans mon travail quotidien.\u00a0\u00bb\u00a0<\/span>  <span style=\"font-weight: 400;\">Un autre participant le dit simplement\u00a0: \u00ab\u00a0Ma meilleure exp\u00e9rience d&rsquo;apprentissage et de d\u00e9veloppement professionnel\u00a0\u00bb.<\/span>  <span style=\"font-weight: 400;\">Apr\u00e8s avoir termin\u00e9 le programme, les dipl\u00f4m\u00e9s se portent volontaires pour int\u00e9grer le corps acad\u00e9mique de Pathfinders et accompagner la prochaine g\u00e9n\u00e9ration de leaders en services.<\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\">\u00ab\u00a0Avec Udemy, nous avons cr\u00e9\u00e9 un programme o\u00f9 l&rsquo;apprentissage va directement de la salle de classe au client. Nos dipl\u00f4m\u00e9s remportent des appels d&rsquo;offres, d\u00e9veloppent des comptes et g\u00e9n\u00e8rent un impact commercial mesurable\u00a0\u00bb, Affirme Mme D\u2019Ambrosio.<\/span><\/p>\n","looking_ahead_heading":"Faire \u00e9voluer l'\u00e9cosyst\u00e8me","looking_ahead_description":"<p><span style=\"font-weight: 400;\">Publicis Sapient \u00e9largit Vantage Ecosystem, avec des cohortes pilotes Pathfinders cibl\u00e9es pour 2026 et des cohortes Vanguards en cours pr\u00e9vues. Le cabient continue \u00e0 utiliser les donn\u00e9es HILA pour affiner le contenu et le design des programmes de mani\u00e8re it\u00e9rative.<\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\"> <\/span><span style=\"font-weight: 400;\">\u00ab\u00a0Alors que nous d\u00e9veloppons Vantage Ecosystem \u00e0 l&rsquo;\u00e9chelle mondiale, Udemy nous fournit les analyses et l&rsquo;infrastructure d&rsquo;apprentissage pour continuer \u00e0 former des leaders qui g\u00e9n\u00e8rent des r\u00e9sultats commerciaux\u00a0\u00bb, indique Mme D\u2019Ambrosio.<\/span>  <span style=\"font-weight: 400;\">\u00c0 mesure que l&rsquo;\u00e9cosyst\u00e8me se d\u00e9veloppe, l&rsquo;ambition reste la m\u00eame\u00a0: chaque module donne un r\u00e9sultat commercial, chaque dipl\u00f4m\u00e9 est un leader sur lequel l&rsquo;entreprise peut compter.<\/span><\/p>\n","cta_heading":"D\u00e9couvrez Udemy\u00a0Business en action.","cta_subheading":"Commencez d\u00e8s aujourd'hui.","case_study_pdf_download_url":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/Publicis-Sapient_OAA_Case-Study_One-Pager.pdf"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.2 (Yoast SEO v28.2) - 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