{"id":24758,"date":"2025-12-09T09:20:02","date_gmt":"2025-12-09T14:20:02","guid":{"rendered":"https:\/\/league.com\/newsroom\/le-rapport-de-reference-2026-revele-que-les-regimes-dassurance-maladie-ont-du-mal-a-mesurer-efficacement-le-retour-sur-investissement-rci-de-lexperience-client\/"},"modified":"2026-03-12T21:10:27","modified_gmt":"2026-03-13T02:10:27","slug":"le-rapport-de-reference-2026-revele-que-les-regimes-dassurance-maladie-ont-du-mal-a-mesurer-efficacement-le-retour-sur-investissement-rci-de-lexperience-client","status":"publish","type":"newsroom","link":"https:\/\/league.com\/fr\/newsroom\/le-rapport-de-reference-2026-revele-que-les-regimes-dassurance-maladie-ont-du-mal-a-mesurer-efficacement-le-retour-sur-investissement-rci-de-lexperience-client\/","title":{"rendered":"Le rapport de r\u00e9f\u00e9rence&nbsp;2026 r\u00e9v\u00e8le que les r\u00e9gimes d&rsquo;assurance maladie ont du mal \u00e0 mesurer efficacement le retour sur investissement (RCI) de l\u2019exp\u00e9rience client"},"content":{"rendered":"\n<section class=\"wp-block-e25m-section bs-section bs-section-4b87f2ecd89666329566e4b2c5b6ea1f12eb0c84 bs-section---default bs-section--blog-inner-banner\"><style>.bs-section.bs-section-4b87f2ecd89666329566e4b2c5b6ea1f12eb0c84{ background-color: #f9f7f6;} <\/style><div class=\"container\">\n<div class=\"wp-block-e25m-row bs-row row  bs-row---default\">\n<div class=\" bs-column col-sm-12 col-md-12  col-lg-6 col-xl-6   bs-column-dc207316cc818c792cb045815369fed2cd51ccbb bs-column---default     \"><div class=\"wp-block-post-date has-text-color has-quiet-abyss-color\"><time datetime=\"2025-12-09T09:20:02-05:00\">D\u00e9c 09, 2025<\/time><\/div>\n\n<h1 class=\"wp-block-post-title has-text-color has-praise-shadow-color\">Le rapport de r\u00e9f\u00e9rence&nbsp;2026 r\u00e9v\u00e8le que les r\u00e9gimes d&rsquo;assurance maladie ont du mal \u00e0 mesurer efficacement le retour sur investissement (RCI) de l\u2019exp\u00e9rience client<\/h1>\n\n\n\n\n<div class=\"resource-post-meta \">\n\n            <div class=\"has-text-color has-quiet-abyss-color wp-block-post-date custom-post-date\">\n                <time datetime=\"2025-12-09T09:20:02-05:00\">09\/12\/2025<\/time>\n            <\/div>\n        \n<div class=\"wp-block-post-author has-text-color has-quiet-abyss-color\"><div class=\"wp-block-post-author__content\"><p class=\"wp-block-post-author__byline\">Par<\/p><p class=\"wp-block-post-author__name\">League<\/p><\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\" bs-column col-sm-12 col-md-12  col-lg-6 col-xl-6   bs-column-dc207316cc818c792cb045815369fed2cd51ccbb bs-column---default     \"><figure class=\"wp-block-post-featured-image\"><img src=\"https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2024\/10\/Newsroom-Img-AI-Powered-Solutions.png?strip=all\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"\" style=\"object-fit:cover;\" srcset=\"https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2024\/10\/Newsroom-Img-AI-Powered-Solutions.png?strip=all 1080w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2024\/10\/Newsroom-Img-AI-Powered-Solutions-271x300.png?strip=all 271w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2024\/10\/Newsroom-Img-AI-Powered-Solutions-925x1024.png?strip=all 925w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2024\/10\/Newsroom-Img-AI-Powered-Solutions-768x850.png?strip=all 768w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2024\/10\/Newsroom-Img-AI-Powered-Solutions.png?strip=all&amp;w=216 216w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2024\/10\/Newsroom-Img-AI-Powered-Solutions.png?strip=all&amp;w=432 432w, https:\/\/e3r429ujnza.exactdn.com\/wp-content\/uploads\/2024\/10\/Newsroom-Img-AI-Powered-Solutions.png?strip=all&amp;w=648 648w, 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href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fleague.com%2Ffr%2Fnewsroom%2Fle-rapport-de-reference-2026-revele-que-les-regimes-dassurance-maladie-ont-du-mal-a-mesurer-efficacement-le-retour-sur-investissement-rci-de-lexperience-client%2F\" title=\"Facebook\" rel=\"nofollow noopener\" target=\"_blank\" style=\"font-size:32px!important;box-shadow:none;display:inline-block;vertical-align:middle\"><span class=\"heateor_sss_svg\" style=\"background-color:#0765FE;width:35px;height:35px;border-radius:999px;display:inline-block;opacity:1;float:left;font-size:32px;box-shadow:none;display:inline-block;font-size:16px;padding:0 4px;vertical-align:middle;background-repeat:repeat;overflow:hidden;padding:0;cursor:pointer;box-sizing:content-box\"><svg style=\"display:block;border-radius:999px;\" focusable=\"false\" aria-hidden=\"true\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"100%\" height=\"100%\" viewBox=\"0 0 32 32\"><path fill=\"#fff\" d=\"M28 16c0-6.627-5.373-12-12-12S4 9.373 4 16c0 5.628 3.875 10.35 9.101 11.647v-7.98h-2.474V16H13.1v-1.58c0-4.085 1.849-5.978 5.859-5.978.76 0 2.072.15 2.608.298v3.325c-.283-.03-.775-.045-1.386-.045-1.967 0-2.728.745-2.728 2.683V16h3.92l-.673 3.667h-3.247v8.245C23.395 27.195 28 22.135 28 16Z\"><\/path><\/svg><\/span><\/a><\/div><div class=\"heateorSssClear\"><\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-e25m-row bs-row row  bs-row---default bs-row--blog-inner-content-row\">\n<div class=\" bs-column col-sm-12 col-md-12 col-lg-8 col-xl-8   bs-column-aad9af344baf7a48a1c6ad36df430276017bab9f bs-column---default bs-column--blog-inner-left-content     \">\n<p>Un nouveau rapport de r\u00e9f\u00e9rence, <a href=\"https:\/\/league.com\/resource\/the-2026-benchmark-for-high-impact-healthcare\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong><em>Cr\u00e9er de la valeur\u00a0: l&rsquo;indice de r\u00e9f\u00e9rence\u00a02026 pour des soins de sant\u00e9 \u00e0 fort impact<\/em><\/strong><\/a>, publi\u00e9 par League et Healthcare Dive, r\u00e9v\u00e8le un \u00e9cart crucial entre les investissements croissants des r\u00e9gimes d&rsquo;assurance maladie dans les solutions num\u00e9riques et d\u2019IA et leur capacit\u00e9 \u00e0 mesurer l\u2019impact commercial et clinique qui en r\u00e9sulte. Bien que l&rsquo;exp\u00e9rience client (EC) reste une priorit\u00e9 strat\u00e9gique majeure, la plupart des payeurs manquent de cadres coh\u00e9rents et de maturit\u00e9 des donn\u00e9es pour quantifier la r\u00e9alisation de la valeur.  <\/p>\n\n\n\n<p>Le rapport, bas\u00e9 sur une enqu\u00eate men\u00e9e aupr\u00e8s de 100\u00a0dirigeants du secteur de la sant\u00e9 issus principalement de grands organismes payeurs am\u00e9ricains, souligne que si les r\u00e9gimes d&rsquo;assurance maladie reconnaissent que l&rsquo;exp\u00e9rience client est une priorit\u00e9 strat\u00e9gique majeure, la r\u00e9alisation de la valeur d\u00e9coulant des investissements croissants dans le num\u00e9rique et l&rsquo;IA reste limit\u00e9e. Le d\u00e9fi passe d&rsquo;un d\u00e9fi d&rsquo;intention \u00e0 un d\u00e9fi d&rsquo;impact.<\/p>\n\n\n\n<p><strong>Principales conclusions sur l&rsquo;investissement par rapport \u00e0 l&rsquo;impact\u00a0:<\/strong><\/p>\n\n\n\n<ul role=\"list\" class=\"wp-block-list\">\n<li><strong>L&rsquo;investissement est \u00e9lev\u00e9, le retour sur investissement mesurable est faible\u00a0:<\/strong> les r\u00e9gimes d&rsquo;assurance maladie investissent consid\u00e9rablement dans les portails, la personnalisation, les outils d&rsquo;intelligence artificielle et l&rsquo;analyse des parcours. Cependant, <strong>seules 27\u00a0% des personnes interrog\u00e9es<\/strong> d\u00e9clarent \u00eatre en mesure de relier directement les investissements dans le num\u00e9rique et l\u2019IA aux r\u00e9sultats CX.<\/li>\n\n\n\n<li><strong>Les syst\u00e8mes h\u00e9rit\u00e9s freinent les r\u00e9gimes d&rsquo;assurance maladie\u00a0:<\/strong> L&rsquo;infrastructure h\u00e9rit\u00e9e<strong> (58\u00a0%)<\/strong> et les d\u00e9fis d&rsquo;int\u00e9gration des donn\u00e9es <strong>(50\u00a0%)<\/strong> restent les principaux obstacles au progr\u00e8s, ce qui fait que de nombreux r\u00e9gimes d&rsquo;assurance maladie sont coinc\u00e9s en mode exp\u00e9rimental au lieu d&rsquo;\u00e9tendre l&rsquo;innovation \u00e0 l&rsquo;ensemble de leur organisation.<\/li>\n\n\n\n<li><strong>La maturit\u00e9 de l\u2019IA est encore pr\u00e9coce, mais l\u2019IA agentique montre du potentiel\u00a0:<\/strong> L\u2019IA domine les conversations de l\u2019industrie, mais l\u2019impact reste \u00e0 la tra\u00eene. Alors que <strong>73\u00a0%<\/strong> d\u00e9clarent piloter actuellement l&rsquo;IA agentique, le rapport r\u00e9v\u00e8le que ces efforts restent souvent limit\u00e9s dans leur port\u00e9e. L&rsquo;impact r\u00e9el n\u00e9cessite d&rsquo;aller au-del\u00e0 des projets pilotes pour se concentrer sur les domaines cl\u00e9s de la transformation des affaires afin de d\u00e9ployer l&rsquo;IA agentique de mani\u00e8re coordonn\u00e9e, ce qui relie les donn\u00e9es, automatise les flux de travail et g\u00e9n\u00e8re une valeur mesurable, acc\u00e9l\u00e9rant ainsi la transformation de l&rsquo;exp\u00e9rience client dans toute l&rsquo;entreprise.<\/li>\n<\/ul>\n\n\n\n<p>\u00ab\u00a0Les donn\u00e9es montrent que l\u2019exp\u00e9rience des membres est vaste et multifacette, ce qui rend la mesure difficile\u00a0\u00bb, a d\u00e9clar\u00e9 <a href=\"https:\/\/league.com\/resource\/next-evolution-ai-member-engagement\/?utm_campaign=2025-11-Gated+Content-+Research+Report+-+League+Driven&amp;utm_medium=referral&amp;utm_source=HD&amp;utm_content=PR\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Sarah Hacker, vice-pr\u00e9sidente, Solution &amp;amp; Value Engineering<\/strong><\/a> chez League. \u00ab\u00a0Les r\u00e9gimes d&rsquo;assurance maladie les plus performants alignent leurs principales initiatives sur les quatre piliers de la valeur\u00a0: la croissance des revenus, l&rsquo;efficacit\u00e9 op\u00e9rationnelle, les r\u00e9sultats en mati\u00e8re de sant\u00e9 et les \u00e9conomies sur les co\u00fbts m\u00e9dicaux, ainsi que le temps n\u00e9cessaire pour obtenir de la valeur. En ancrant les investissements num\u00e9riques et en IA dans les parcours critiques des membres, comme la navigation dans les soins, la navigation sur les avantages sociaux, l&rsquo;encadrement en sant\u00e9 et la r\u00e9duction des lacunes en mati\u00e8re de soins, les r\u00e9gimes de sant\u00e9 peuvent d\u00e9finir plus clairement l&rsquo;impact mesurable et cr\u00e9er un cycle d&rsquo;innovation autosuffisant. En\u00a02026, l&rsquo;accent doit \u00eatre mis sur la cr\u00e9ation de valeur \u00e0 l&rsquo;\u00e9chelle de l&rsquo;entreprise gr\u00e2ce \u00e0 des strat\u00e9gies num\u00e9riques et d&rsquo;IA connect\u00e9es,\u00a0\u00bb a comment\u00e9  <a href=\"https:\/\/league.com\/resource\/next-evolution-ai-member-engagement\/?utm_campaign=2025-11-Gated+Content-+Research+Report+-+League+Driven&amp;utm_medium=referral&amp;utm_source=HD&amp;utm_content=PR\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Greg Gilbert, Directeur g\u00e9n\u00e9ral, Accenture<\/strong><\/a>. \u00ab\u00a0L&rsquo;IA agentique s&rsquo;av\u00e8re \u00eatre le catalyseur qui brise les silos de donn\u00e9es, permettant un engagement continu plus intelligent, n\u00e9cessaire pour vraiment combler les lacunes en mati\u00e8re de soins, r\u00e9duire les d\u00e9penses et am\u00e9liorer significativement la satisfaction.\u00a0\u00bb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u00c0 propos du rapport<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/league.com\/resource\/the-2026-benchmark-for-high-impact-healthcare\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong><em>Cr\u00e9er de la valeur\u00a0: l&rsquo;indice de r\u00e9f\u00e9rence\u00a02026 pour des soins de sant\u00e9 \u00e0 fort impact<\/em><\/strong><\/a> explore la mani\u00e8re dont les principaux r\u00e9gimes d&rsquo;assurance maladie modernisent leurs fondations num\u00e9riques, red\u00e9finissent le succ\u00e8s CX et appliquent l&rsquo;IA agentique pour combler le foss\u00e9 entre l&rsquo;innovation et les r\u00e9sultats mesurables en mati\u00e8re d&rsquo;exp\u00e9rience client. Le rapport fournit des renseignements exploitables sur\u00a0:<\/p>\n\n\n\n<ul role=\"list\" class=\"wp-block-list\">\n<li>Relier les strat\u00e9gies CX, num\u00e9riques et d&rsquo;IA pour g\u00e9n\u00e9rer un impact \u00e0 l&rsquo;\u00e9chelle de l&rsquo;entreprise.<\/li>\n\n\n\n<li>D\u00e9passer les barri\u00e8res de l&rsquo;h\u00e9ritage et des donn\u00e9es pour permettre un engagement plus intelligent et continu.<\/li>\n\n\n\n<li>Utilisation de l&rsquo;IA agentique pour combler les lacunes en soins, r\u00e9duire les d\u00e9penses et am\u00e9liorer la satisfaction.<\/li>\n<\/ul>\n\n\n\n<p>Le rapport de recherche complet est maintenant disponible en t\u00e9l\u00e9chargement sur <a href=\"https:\/\/league.com\/resource\/the-2026-benchmark-for-high-impact-healthcare\/?utm_campaign=2025-11-Gated+Content-+Research+Report+-+League+Driven&amp;utm_medium=referral&amp;utm_source=HD&amp;utm_content=PR\" target=\"_blank\" rel=\"noreferrer noopener\">league.com<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00c0 propos de League<\/h2>\n\n\n\n<p>Fond\u00e9e en 2014, <a href=\"https:\/\/league.com\/?utm_campaign=2025-11-Gated+Content-+Research+Report+-+League+Driven&amp;utm_medium=referral&amp;utm_source=HD&amp;utm_content=PR\">League<\/a> est la principale plateforme d\u2019exp\u00e9rience consommateur (CX\/EC) en soins de sant\u00e9, <a href=\"https:\/\/league.com\/fr\/leadership-en-matiere-dia\/\">pilot\u00e9e par l\u2019intelligence artificielle (IA),<\/a> atteignant plus de 63\u00a0millions de personnes \u00e0 travers le monde et offrant le plus haut niveau de personnalisation de l\u2019industrie. Les assureurs, les prestataires et les innovateurs en mati\u00e8re de soins de sant\u00e9 s&rsquo;appuient sur la plateforme League pour proposer des solutions de soins de sant\u00e9 \u00e0 fort engagement, dont il est prouv\u00e9 qu&rsquo;elles am\u00e9liorent les r\u00e9sultats en mati\u00e8re de sant\u00e9. League a lev\u00e9 plus de 285\u00a0millions de dollars en capital-risque \u00e0 ce jour, offrant des exp\u00e9riences num\u00e9riques \u00e0 certaines des marques les plus r\u00e9put\u00e9es du secteur de la sant\u00e9, notamment CareSource, HCSC et SCAN.  <\/p>\n<\/div>\n\n\n\n<div class=\" bs-column col-sm-12 col-md-12  col-lg-4 col-xl-4   bs-column-88d3ef2f2d5d799ef5ebf0228afb78c74ce8a6e3 bs-column---default     \">\n<div class=\"wp-block-e25m-div bs-div bs-div-81e3d50f006e13a43815198f1b3c0c81a2b63371 bs-div---default bs-div--blog-inner-sidebar\"><div class=\"bs-div__inner     \">\n<div class=\"wp-block-e25m-div bs-div bs-div-660cd0b6e2eaaeecffdbf29555d9bdce90b351c2 bs-div---default bs-div--blog-inner-form\"><style>.bs-div.bs-div-660cd0b6e2eaaeecffdbf29555d9bdce90b351c2{ background-color: #f9f7f6;} <\/style><div class=\"bs-div__inner     \">\n<iframe loading=\"lazy\" src=\"https:\/\/go.league.com\/l\/262642\/2022-07-29\/6ctzwv\" type=\"text\/html\" allowtransparency=\"true\" style=\"border: 0\" width=\"100%\" height=\"130\" frameborder=\"0\"><\/iframe>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-e25m-div bs-div bs-div-1392cff5d176a5d2fdf2163a0f23f4e197944b83 bs-div---default bs-div--blog-inner-related-post\"><div class=\"bs-div__inner     \">\n<h2 class=\"wp-block-heading has-praise-shadow-color has-text-color\">Articles connexes<\/h2>\n\n\n\n<div class=\"bs-related-posts bs-related-posts-block---default bs-related-posts--blog-inner\"><div class=\"bs-related-posts__container\"><div class=\"bs-related-posts__items\">\n<div class=\" bs-column col-sm-4   bs-column-4bb8c1b66cb5e72c43988fbaf017046daf38fc18 bs-column---default     \">\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-8cf370e7 wp-block-group-is-layout-flex\">\t\t\t\t\t<div class=\"bs-post bs-post-69d36c22c4124 bs-single-post---default enable\" >\n\t\t\t<a class=\"bs-post__trigger\" href='https:\/\/league.com\/newsroom\/deloitte-technology-fast500-2025\/' target='_self'>\t\t\t<div class=\"bs-post__inner\">\n\t\t\t\t<div class=\"bs-post__details\">    <div class=\"bs-post__date\">\n        <span>Nov 19, 2025<\/span>\n    <\/div>\n    <div class=\"bs-post__title\">\n        <h3>\n            League figure au classement Deloitte Technology Fast&nbsp;500\u2122 pour la sixi\u00e8me ann\u00e9e            <span class=\"bs-post__title--inline-arrow\">\n                <span>cons\u00e9cutive<\/span>\n                <span class=\"arrow\"><\/span>\n            <\/span>\n        <\/h3>\n    <\/div>\n<\/div>\t\t\t<\/div>\n\t\t\t<\/a>\t\t<\/div>\n\t\n\n\t\t\t\t\t<div class=\"bs-post bs-post-69d36c22c4a32 bs-single-post---default enable\" >\n\t\t\t<a class=\"bs-post__trigger\" href='https:\/\/league.com\/newsroom\/league-agent-teams-fall-2025-release\/' target='_self'>\t\t\t<div class=\"bs-post__inner\">\n\t\t\t\t<div class=\"bs-post__details\">    <div class=\"bs-post__date\">\n        <span>Oct 20, 2025<\/span>\n    <\/div>\n    <div class=\"bs-post__title\">\n        <h3>\n            La version automne&nbsp;2025 de League d\u00e9voile les \u00e9quipes d&rsquo;agents League\u2122 pour offrir des soins de sant\u00e9 hyperpersonnalis\u00e9s 24h\/24 et            <span class=\"bs-post__title--inline-arrow\">\n                <span>7j\/7<\/span>\n                <span class=\"arrow\"><\/span>\n            <\/span>\n        <\/h3>\n    <\/div>\n<\/div>\t\t\t<\/div>\n\t\t\t<\/a>\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n<div class=\" bs-column col-sm-4   bs-column-4bb8c1b66cb5e72c43988fbaf017046daf38fc18 bs-column---default     \">\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-8cf370e7 wp-block-group-is-layout-flex\"\/>\n<\/div>\n<\/div><\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>De nouvelles perspectives montrent qu&rsquo;alors que les investissements dans l&rsquo;exp\u00e9rience num\u00e9rique du consommateur (CX\/EC) augmentent, l&rsquo;IA agentique offre un moyen \u00e9volutif de relier l&rsquo;engagement \u00e0 la valeur de l&rsquo;entreprise.<\/p>\n","protected":false},"author":2,"featured_media":24549,"menu_order":0,"template":"","meta":{"_acf_changed":false,"show_custom_date":false,"custom_date":"","manual_authors_enabled":false,"manual_authors":"","featured":false,"featured_image":0,"learn_more_label":"","image_alt_text":"","learn_more_type":"","learn_more_link":[],"show_popup":false,"learn_more_link_file":0,"event_date":false,"event_start_date":"","event_end_date":"","footnotes":""},"newsroom-category":[214],"class_list":["post-24758","newsroom","type-newsroom","status-publish","has-post-thumbnail","hentry","newsroom-category-announcement"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Indice de r\u00e9f\u00e9rence\u00a02026\u00a0: Pourquoi les r\u00e9gimes d&#039;assurance maladie ont-ils du mal \u00e0 mesurer le retour sur investissement de l\u2019exp\u00e9rience client?<\/title>\n<meta name=\"description\" content=\"Les r\u00e9gimes d&#039;assurance maladie sont confront\u00e9s \u00e0 des d\u00e9fis croissants en mati\u00e8re de RCI de l&#039;exp\u00e9rience client. 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