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TELUS Digital (anciennement TELUS International) est une entreprise technologique mondiale et une filiale \u00e0 100\u00a0% de TELUS Corporation, dont le si\u00e8ge social est situ\u00e9 \u00e0 Vancouver, au Canada. Avec plus de 85\u00a0000\u00a0collaborateurs dans le monde, l’entreprise d\u00e9veloppe des solutions num\u00e9riques, des solutions d’automatisation intelligente et des exp\u00e9riences client omnicanales dans les domaines de l’informatique, de l’IA et des donn\u00e9es, ainsi que de la confiance et de la s\u00e9curit\u00e9. Gr\u00e2ce \u00e0 ses studios sp\u00e9cialis\u00e9s, TELUS Digital aide les plus grandes marques mondiales \u00e0 concevoir, d\u00e9velopper et d\u00e9ployer leur transformation num\u00e9rique \u00e0 grande \u00e9chelle.<\/span><\/em> Chez TELUS Digital, les dirigeants ont constat\u00e9 que les clients ne se demandaient plus s’il fallait utiliser l’IA, mais cherchaient d\u00e9sormais \u00e0 savoir comment l’exploiter pour obtenir des r\u00e9sultats commerciaux mesurables. En tant qu’acteur mondial de premier plan dans les domaines du num\u00e9rique et de l’exp\u00e9rience client, l’entreprise devait d’abord exceller dans l’utilisation de l’IA en interne afin de pouvoir guider les plus grandes marques mondiales en toute l\u00e9gitimit\u00e9. Le d\u00e9fi \u00e9tait double\u00a0: combler le retard dans l’adoption concr\u00e8te de l’IA au quotidien et dans la pr\u00e9paration des \u00e9quipes, tout en int\u00e9grant l’IA aux op\u00e9rations de tous les jours plut\u00f4t que de la consid\u00e9rer comme un simple outil compl\u00e9mentaire.<\/span> <\/span> <\/span>Les membres de l’\u00e9quipe devaient passer d’un r\u00f4le d’ex\u00e9cutants \u00e0 celui de consultants augment\u00e9s par l’IA, tandis que l’entreprise devait red\u00e9finir sa conception de la productivit\u00e9 \u00e0 l’\u00e9chelle de l’ensemble de l’organisation.<\/span> <\/span><\/p>\n","solution_heading":"Un \u00e9cosyst\u00e8me d'apprentissage pilot\u00e9 par l'humain et renforc\u00e9 par l'IA","solution_description":"

TELUS Digital a d\u00e9laiss\u00e9 les formations ponctuelles au profit d’un \u00e9cosyst\u00e8me d’apprentissage continu et multidimensionnel, fond\u00e9 sur une approche \u00ab\u00a0pilot\u00e9e par l’humain et renforc\u00e9e par l’IA\u00a0\u00bb. L’entreprise a d\u00e9ploy\u00e9 sur la plate-forme Udemy des parcours personnalis\u00e9s en IA g\u00e9n\u00e9rative adapt\u00e9s aux diff\u00e9rents m\u00e9tiers, \u00e0 destination des contributeurs individuels, des responsables d’\u00e9quipe, des \u00e9quipes techniques et des chefs de projet. Pour les profils techniques, TELUS Digital a structur\u00e9 un parcours progressif en IA agentique \u00e0 quatre niveaux (Explorateur, Praticien, Strat\u00e8ge et Architecte), en alignant directement les contenus sur les parcours d’\u00e9volution de carri\u00e8re et en transformant les employ\u00e9s, de simples participants, en conseillers augment\u00e9s par l’IA. <\/span> <\/span> <\/span>Cet \u00e9cosyst\u00e8me repose sur trois piliers strat\u00e9giques\u00a0:<\/span> <\/span> <\/span>\u2022 Personnalisation radicale\u00a0: <\/b> des parcours adapt\u00e9s \u00e0 chaque m\u00e9tier et reli\u00e9s \u00e0 l’\u00e9volution de carri\u00e8re, afin que chacun d\u00e9veloppe des comp\u00e9tences directement utiles \u00e0 son activit\u00e9.<\/span> <\/span>\u2022 Accessibilit\u00e9 sans friction\u00a0: <\/b>du micro-apprentissage \u00e0 la demande int\u00e9gr\u00e9 aux flux de travail quotidiens, pour apprendre au moment et \u00e0 l’endroit o\u00f9 chacun en a besoin.<\/span> <\/span>\u2022 Engagement intensif\u00a0: <\/b> le passage de sessions passives \u00e0 une immersion active, notamment gr\u00e2ce au programme phare Fuel iX Impact Labs, un parcours collaboratif de quatre semaines au cours duquel les participants cr\u00e9ent des copilotes IA op\u00e9rationnels adapt\u00e9s \u00e0 leur unit\u00e9 m\u00e9tier, avec des gains de productivit\u00e9 mesurables. <\/span> <\/span> <\/span>Au-del\u00e0 de ces parcours, TELUS Digital a lanc\u00e9 un centre de ressources IA accessible en continu, proposant des guides de formation s\u00e9lectionn\u00e9s parmi les cours Udemy, compl\u00e9t\u00e9s par des modules courts d\u00e9di\u00e9s \u00e0 des outils approuv\u00e9s par l’entreprise, tels que Gemini for Workspace, NotebookLM, Vids et Fuel iX, ainsi que par des certifications Google Cloud financ\u00e9es par l’entreprise et pr\u00e9par\u00e9es via les parcours de certification d’Udemy. Gr\u00e2ce \u00e0 une proc\u00e9dure op\u00e9rationnelle standard associ\u00e9e aux fonctionnalit\u00e9s d’IA d’Udemy, les responsables m\u00e9tiers sont devenus eux-m\u00eames auteurs de parcours. Le temps consacr\u00e9 \u00e0 la recherche manuelle de cours est pass\u00e9 de plusieurs jours \u00e0 quelques heures, ce qui a permis de multiplier par six l’efficacit\u00e9 de l’organisation en neuf mois, gr\u00e2ce \u00e0 des parcours con\u00e7us pour les petites \u00e9quipes plut\u00f4t qu’\u00e0 l’\u00e9chelle de l’entreprise tout enti\u00e8re.<\/span> Pour d\u00e9ployer la formation interactive \u00e0 l’\u00e9chelle mondiale, TELUS Digital a int\u00e9gr\u00e9 Udemy Role Play \u00e0 des programmes strat\u00e9giques tels que son parcours Trusted Advisor, permettant aux participants de s’exercer \u00e0 des comp\u00e9tences comportementales cl\u00e9s dans des situations r\u00e9alistes, avec un retour en temps r\u00e9el, tout en s’affranchissant des contraintes g\u00e9ographiques de formation. Pour les \u00e9quipes d’ing\u00e9nierie et techniques, TELUS Digital a int\u00e9gr\u00e9 directement les \u00c9valuations et les exercices d’application d’Udemy, accessibles dans un environnement de test sans risque, \u00e0 ses parcours techniques, permettant aux employ\u00e9s d’identifier leurs lacunes en comp\u00e9tences et de pratiquer le codage en temps r\u00e9el.<\/span> <\/span> <\/span>\u00ab\u00a0L’AI Assistant d’Udemy a permis \u00e0 nos responsables m\u00e9tiers de concevoir des parcours en quelques heures au lieu de plusieurs jours, en donnant directement aux \u00e9quipes concern\u00e9es les moyens de piloter leur apprentissage\u00a0\u00bb, a d\u00e9clar\u00e9 Aggarwal.<\/span><\/p>\n","results_heading":"5\u00a0000 participants et 100\u00a0% de conformit\u00e9 aux exigences des clients","results_description":"

Gr\u00e2ce \u00e0 l’\u00e9cosyst\u00e8me de formation soutenu par Udemy, plus de 3\u00a0000\u00a0participants ont progress\u00e9 activement dans les parcours d’IA agentique et d’IA g\u00e9n\u00e9rative adapt\u00e9s aux diff\u00e9rents m\u00e9tiers. \u00c0 cela s’ajoutent 2\u00a0000\u00a0employ\u00e9s qui ont choisi de d\u00e9velopper leurs comp\u00e9tences gr\u00e2ce \u00e0 des cours d’IA suivis de leur propre initiative, portant \u00e0 plus de 5\u00a0000\u00a0personnes la communaut\u00e9 d’apprentissage de l’IA au sein de l’entreprise.<\/span> L’entreprise a financ\u00e9 904\u00a0certifications Google Cloud Platform pr\u00e9par\u00e9es via les parcours de certification d’Udemy, et plus de 6\u00a0000\u00a0participants ont pris part \u00e0 des sessions d’approfondissement anim\u00e9es par des experts. Par ailleurs, plus de 9\u00a0288\u00a0employ\u00e9s se sont inscrits de leur propre initiative \u00e0 des modules de micro-apprentissage consacr\u00e9s \u00e0 des outils d’IA sp\u00e9cifiques afin d’optimiser les outils qu’ils utilisent au quotidien. Le centre de ressources IA est devenu la r\u00e9f\u00e9rence au sein de l’entreprise, utilis\u00e9 par plus de 4\u00a0452\u00a0employ\u00e9s, qui lui ont attribu\u00e9 la note de 4,7 sur 5.<\/span> <\/span> <\/span>Cette mont\u00e9e en comp\u00e9tence a permis d’am\u00e9liorer de 25\u00a0% l’efficacit\u00e9 op\u00e9rationnelle et la productivit\u00e9 en associant l’IA \u00e0 l’automatisation robotis\u00e9e des processus (RPA) pour automatiser les t\u00e2ches r\u00e9p\u00e9titives et fluidifier les flux de travail quotidiens. Lorsqu’un client international strat\u00e9gique a exig\u00e9 une conformit\u00e9 \u00e0 l’IA de 100\u00a0% pour une \u00e9quipe projet r\u00e9partie sur plusieurs continents en l’espace de quatre semaines, TELUS Digital a d\u00e9ploy\u00e9 son dispositif de formation pr\u00e9configur\u00e9 reposant sur Udemy en trois phases\u00a0: sensibilisation, formation et adoption, puis acc\u00e9l\u00e9ration et mesure de l’impact.<\/span> Lors de la seule phase finale, les participants ont d\u00e9velopp\u00e9 plus de 50\u00a0preuves de concept et agents op\u00e9rationnels fond\u00e9s sur des applications d’IA agentique.<\/span> Gr\u00e2ce aux outils d’analyse d’entreprise d’Udemy, la direction suivait la progression des apprentissages un jour sur deux. L’\u00e9quipe a atteint un taux de conformit\u00e9 \u00e0 l’IA de 100\u00a0% dans l’ensemble des r\u00e9gions avant l’\u00e9ch\u00e9ance fix\u00e9e, et le projet a \u00e9t\u00e9 lanc\u00e9 dans les d\u00e9lais.<\/span> <\/span> <\/span>\u00ab\u00a0Udemy nous a donn\u00e9 la rapidit\u00e9 et la capacit\u00e9 de d\u00e9ploiement n\u00e9cessaires pour d\u00e9velopper les comp\u00e9tences de nos \u00e9quipes \u00e0 l’\u00e9chelle internationale et int\u00e9grer l’IA dans nos op\u00e9rations de mani\u00e8re s\u00fbre et responsable\u00a0\u00bb, a d\u00e9clar\u00e9 Aggarwal.<\/span><\/p>\n","looking_ahead_heading":"\u00c9lan continu","looking_ahead_description":"

Apr\u00e8s avoir mis en place un \u00e9cosyst\u00e8me d’apprentissage autonome et durable, TELUS Digital poursuit le d\u00e9veloppement des comp\u00e9tences en IA dans un nombre croissant de fonctions de l’entreprise. L’entreprise pr\u00e9voit d’approfondir ses parcours d’IA g\u00e9n\u00e9rative adapt\u00e9s aux diff\u00e9rents m\u00e9tiers et d’\u00e9tendre son cadre d’IA agentique \u00e0 quatre niveaux \u00e0 de nouvelles \u00e9quipes, tout en donnant davantage aux responsables m\u00e9tiers les moyens de concevoir eux-m\u00eames leurs parcours gr\u00e2ce \u00e0 sa proc\u00e9dure op\u00e9rationnelle standard et aux fonctionnalit\u00e9s d’IA d’Udemy.<\/span> L’objectif reste le m\u00eame\u00a0: disposer d’une main-d’\u0153uvre pr\u00eate pour l’avenir, capable d’occuper des fonctions \u00e0 forte valeur ajout\u00e9e li\u00e9es \u00e0 l’IA au fur et \u00e0 mesure de l’\u00e9volution de la technologie.<\/span> \u00ab\u00a0Nous avons mis en place un \u00e9cosyst\u00e8me autonome et durable qui permet \u00e0 nos \u00e9quipes m\u00e9tiers de s’adapter, de d\u00e9velopper leurs comp\u00e9tences et d’innover au rythme requis, et Udemy reste le partenaire qui nous aide \u00e0 maintenir cette dynamique\u00a0\u00bb, a d\u00e9clar\u00e9 Aggarwal.<\/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\/TELUS_OAA_Case-Study_One-Pager.pdf"},"yoast_head":"\n\u00c9tude de cas client - 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