{"id":4310,"date":"2026-01-05T16:01:08","date_gmt":"2026-01-05T16:01:08","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=4310"},"modified":"2026-03-27T16:47:50","modified_gmt":"2026-03-27T16:47:50","slug":"lafpa-quand-la-transformation-numerique-revele-lame-du-service-public","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/fr\/blog\/lafpa-quand-la-transformation-numerique-revele-lame-du-service-public\/","title":{"rendered":"L&rsquo;AFPA : quand la transformation num\u00e9rique r\u00e9v\u00e8le l&rsquo;\u00e2me du service public"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" id=\"h-en-2019-l-agence-nationale-pour-la-formation-professionnelle-des-adultes-afpa-se-lance-un-defi-de-taille-transformer-radicalement-son-approche-tout-en-preservant-ses-valeurs-six-ans-plus-tard-le-pari-est-reussi-pour-cet-acteur-du-service-public-de-l-emploi-retour-sur-une-metamorphose-numerique-exemplaire-qui-place-l-humain-au-coeur-de-chaque-innovation\">En 2019, l\u2019Agence nationale pour la formation professionnelle des adultes (AFPA) se lance un d\u00e9fi de taille : transformer radicalement son approche tout en pr\u00e9servant ses valeurs. Six ans plus tard, le pari est r\u00e9ussi pour cet acteur du service public de l\u2019emploi. Retour sur une m\u00e9tamorphose num\u00e9rique exemplaire qui place l&rsquo;humain au c\u0153ur de chaque innovation.<\/h2>\n\n\n\n<p>Imaginez 80 applicatifs qui ne se parlent pas, des donn\u00e9es \u00e9parpill\u00e9es, des collaborateurs frustr\u00e9s et des usagers perdus dans un parcours client complexe. C&rsquo;\u00e9tait le quotidien de l&rsquo;AFPA en 2019. Aujourd&rsquo;hui, 130 000 personnes accueillies chaque ann\u00e9e naviguent dans un \u00e9cosyst\u00e8me num\u00e9rique fluide o\u00f9 chaque interaction compte, orchestr\u00e9 par la plateforme Salesforce qui unifie toute la relation client.<\/p>\n\n\n\n<p>Cette transformation s&rsquo;inscrit dans une vision ambitieuse : Nova 2028. <br>\u00ab L&rsquo;AFPA doit n\u00e9cessairement \u00e9voluer parce qu&rsquo;on a un environnement qui est profond\u00e9ment transform\u00e9 \u00bb, explique Florence Balestas, directrice relation clients de l&rsquo;AFPA. \u00ab Nous connaissons une baisse des financements publics, une mutation vraiment profonde du march\u00e9 de la formation, une mont\u00e9e de la concurrence, notamment num\u00e9rique. Tout cela nous a oblig\u00e9 \u00e0 repenser en profondeur notre cadre d&rsquo;action. \u00bb<\/p>\n\n\n\n<p>Face \u00e0 cette \u00ab recomposition des \u00e9quilibres historiques \u00bb, Nova 2028 vise \u00e0 renforcer la capacit\u00e9 d&rsquo;adaptation de l&rsquo;AFPA pour conforter sa p\u00e9rennit\u00e9 et la repositionner comme l&rsquo;acteur incontournable des transitions sociale, num\u00e9rique et \u00e9cologique en France.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>L&rsquo;AFPA doit n\u00e9cessairement \u00e9voluer parce qu&rsquo;on a un environnement qui est profond\u00e9ment transform\u00e9. \u00bb<\/p>\n<\/blockquote>\n<span class=\"citation-role\">Florence Balestas, <br>Directrice relation clients de l&rsquo;AFPA<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Partager sur LinkedIn (S&#039;ouvre dans un nouvel onglet)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Ffr%2Fblog%2Flafpa-quand-la-transformation-numerique-revele-lame-du-service-public%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=L%E2%80%99AFPA%20%3A%20quand%20la%20transformation%20num%C3%A9rique%20r%C3%A9v%C3%A8le%20l%E2%80%99%C3%A2me%20du%20service%20public\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Partager sur Twitter (S&#039;ouvre dans un nouvel onglet)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=L%E2%80%99AFPA%20%3A%20quand%20la%20transformation%20num%C3%A9rique%20r%C3%A9v%C3%A8le%20l%E2%80%99%C3%A2me%20du%20service%20public&#038;url=https%3A%2F%2Fwww.salesforce.com%2Ffr%2Fblog%2Flafpa-quand-la-transformation-numerique-revele-lame-du-service-public%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Partager sur Facebook (S&#039;ouvre dans un nouvel onglet)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Ffr%2Fblog%2Flafpa-quand-la-transformation-numerique-revele-lame-du-service-public%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"L&rsquo;AFPA : quand la transformation num\u00e9rique r\u00e9v\u00e8le l&rsquo;\u00e2me du service public\" https:\/\/www.salesforce.com\/fr\/blog\/lafpa-quand-la-transformation-numerique-revele-lame-du-service-public\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-l-audace-de-tout-repenser\">L&rsquo;audace de tout repenser<\/h2>\n\n\n\n<p>\u00ab Il s&rsquo;agissait de bien plus qu&rsquo;un projet informatique. L&rsquo;enjeu \u00e9tait de placer le client au c\u0153ur de notre organisation \u00bb, confie Florence Balestas. Le d\u00e9fi \u00e9tait immense : passer de 80 applications \u00e0 deux syst\u00e8mes centraux (CRM Salesforce et ERP), harmoniser l&rsquo;accueil sur 120 centres r\u00e9partis sur tout le territoire, former 1 800 collaborateurs \u00e0 une nouvelle fa\u00e7on de travailler, tout en maintenant la continuit\u00e9 de service.<\/p>\n\n\n\n<p>Le choix de Salesforce s&rsquo;est impos\u00e9 naturellement pour trois raisons strat\u00e9giques : offrir une vision \u00e0 360 degr\u00e9s du client pour tracer son parcours tout au long de sa carri\u00e8re, garantir une rapidit\u00e9 de d\u00e9ploiement avec un outil suffisamment agile, et s&rsquo;int\u00e9grer dans une transformation globale incluant la refonte de l&rsquo;ERP et du portail <a href=\"https:\/\/www.afpa.fr\/\">afpa.fr<\/a>.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Il s&rsquo;agissait de bien plus qu&rsquo;un projet informatique. L&rsquo;enjeu \u00e9tait de placer le client au c\u0153ur de notre organisation. \u00bb<\/p>\n<\/blockquote>\n<span class=\"citation-role\">Florence Balestas, <br>Directrice relation clients de l&rsquo;AFPA<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Partager sur LinkedIn (S&#039;ouvre dans un nouvel onglet)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Ffr%2Fblog%2Flafpa-quand-la-transformation-numerique-revele-lame-du-service-public%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=L%E2%80%99AFPA%20%3A%20quand%20la%20transformation%20num%C3%A9rique%20r%C3%A9v%C3%A8le%20l%E2%80%99%C3%A2me%20du%20service%20public\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Partager sur Twitter (S&#039;ouvre dans un nouvel onglet)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=L%E2%80%99AFPA%20%3A%20quand%20la%20transformation%20num%C3%A9rique%20r%C3%A9v%C3%A8le%20l%E2%80%99%C3%A2me%20du%20service%20public&#038;url=https%3A%2F%2Fwww.salesforce.com%2Ffr%2Fblog%2Flafpa-quand-la-transformation-numerique-revele-lame-du-service-public%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Partager sur Facebook (S&#039;ouvre dans un nouvel onglet)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Ffr%2Fblog%2Flafpa-quand-la-transformation-numerique-revele-lame-du-service-public%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"L&rsquo;AFPA : quand la transformation num\u00e9rique r\u00e9v\u00e8le l&rsquo;\u00e2me du service public\" https:\/\/www.salesforce.com\/fr\/blog\/lafpa-quand-la-transformation-numerique-revele-lame-du-service-public\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-une-gouvernance-innovante\">Une gouvernance innovante<\/h2>\n\n\n\n<p>D\u00e8s le lancement, l&rsquo;AFPA fait un choix strat\u00e9gique original : impulser le projet sous une codirection m\u00e9tier et IT. \u00ab Au lancement du projet, et pendant au moins les deux premi\u00e8res ann\u00e9es, une codirection \u00e9quilibr\u00e9e (50\/50) a \u00e9t\u00e9 mise en place entre une coll\u00e8gue de la DSI, repr\u00e9sentant l\u2019IT et moi, repr\u00e9sentant le m\u00e9tier \u00bb, explique Florence Balestas. Cette approche hybride perdure aujourd&rsquo;hui avec \u00ab des instances de pilotage coanim\u00e9es et port\u00e9es conjointement par les directions m\u00e9tier et IT \u00bb, garantissant que chaque \u00e9volution technologique r\u00e9pond \u00e0 un besoin terrain r\u00e9el.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-un-accueil-inconditionnel\">Un accueil inconditionnel<\/h2>\n\n\n\n<p>Voici peut-\u00eatre la plus belle r\u00e9ussite de cette transformation : l&rsquo;AFPA a r\u00e9ussi \u00e0 num\u00e9riser ses valeurs. L&rsquo;accueil inconditionnel n&rsquo;est plus seulement un principe, c&rsquo;est une r\u00e9alit\u00e9 technologique. \u00ab Notre directrice g\u00e9n\u00e9rale y tient particuli\u00e8rement : que l&rsquo;on se pr\u00e9sente en centre, que l&rsquo;on appelle ou que l&rsquo;on passe par le Web, l&rsquo;accueil doit \u00eatre le m\u00eame \u00bb, souligne Florence Balestas. Cette philosophie se traduit concr\u00e8tement : \u00ab Toute personne peut s&rsquo;adresser \u00e0 nous quel que soit son profil, son parcours, ses handicaps divers et vari\u00e9s, handicap physique mais aussi fragilit\u00e9 sociale, fragilit\u00e9 par rapport \u00e0 la langue. \u00bb Une approche inclusive qui s&rsquo;\u00e9tend de 16 \u00e0 77 ans, des d\u00e9crocheurs scolaires aux seniors en reconversion. Cette promesse client s&rsquo;appuie sur une infrastructure technique robuste o\u00f9 1 700 utilisateurs quotidiens travaillent sur la m\u00eame plateforme Salesforce, avec la m\u00eame vision du parcours client.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-des-villages-des-solutions\">Des Villages des solutions<\/h2>\n\n\n\n<p>Innovation remarquable : les Villages des solutions, d\u00e9sormais labellis\u00e9s dans chaque centre. Ces espaces f\u00e9d\u00e8rent des partenaires locaux pour lever tous les freins \u00e0 la formation que les publics en transition professionnelle rencontrent : mobilit\u00e9, sant\u00e9, logement, garde d&rsquo;enfants, acc\u00e8s au num\u00e9rique. Gr\u00e2ce \u00e0 la plateforme Salesforce, chaque conseiller dispose d&rsquo;une vision compl\u00e8te de chaque profil et peut coordonner l&rsquo;ensemble des interventions. La donn\u00e9e client centralis\u00e9e permet un accompagnement v\u00e9ritablement personnalis\u00e9. Le r\u00e9sultat est \u00e9loquent : 9 personnes sur 10 obtiennent un dipl\u00f4me ou une certification, et 2 sur 3 retrouvent un emploi \u00e0 l&rsquo;issue de leur parcours.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-l-omnicanalite-pour-aller-a-l-essentiel\">L&rsquo;omnicanalit\u00e9 pour aller \u00e0 l&rsquo;essentiel<\/h2>\n\n\n\n<p>2025 a par ailleurs marqu\u00e9 une nouvelle \u00e9tape avec le d\u00e9ploiement de la strat\u00e9gie omnicanale, orchestr\u00e9e par Salesforce. Bient\u00f4t fini le \u00ab tout t\u00e9l\u00e9phone \u00bb ! Place aux e-mails automatis\u00e9s, SMS de rappel, chatbots intelligents et autres canaux qui fluidifient la relation, tous centralis\u00e9s dans l&rsquo;\u00e9cosyst\u00e8me Salesforce. L&rsquo;objectif n&rsquo;est pas de remplacer l&rsquo;humain, mais de le lib\u00e9rer pour ce qu&rsquo;il fait de mieux : accompagner, conseiller, former. \u00ab Nous avons d&rsquo;abord veill\u00e9 \u00e0 ce que l&rsquo;outil soit largement adopt\u00e9 et que la donn\u00e9e soit propre, avant de passer \u00e0 des usages plus avanc\u00e9s \u00bb, explique Florence Balestas.<\/p>\n\n\n\n<p>Avec Nova 2028, l&rsquo;AFPA ne compte pas s&rsquo;arr\u00eater en si bon chemin. Les prochains chantiers sont identifi\u00e9s : exploitation intelligente des donn\u00e9es Salesforce pour personnaliser l&rsquo;accompagnement, automatisation raisonn\u00e9e, d\u00e9veloppement de nouvelles offres en alternance. Le d\u00e9ploiement se poursuit avec le module Marketing Cloud de Salesforce, puis l&rsquo;int\u00e9gration des espaces clients du portail <a href=\"https:\/\/www.afpa.fr\/\">afpa.fr<\/a> directement dans l&rsquo;\u00e9cosyst\u00e8me Salesforce. Tous les canaux de la relation client seront ainsi reli\u00e9s dans un seul \u00e9cosyst\u00e8me unifi\u00e9.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-transformer-sans-perdre-son-ame\">Transformer sans perdre son \u00e2me<\/h2>\n\n\n\n<p>\u00ab Nous n&rsquo;optimisons pas pour optimiser. Chaque \u00e9volution de l&rsquo;outil doit avoir du sens pour nos usagers et nos \u00e9quipes \u00bb, r\u00e9sume Florence Balestas. Cette phrase capture l&rsquo;essence de la r\u00e9ussite AFPA. Dans un monde o\u00f9 la transformation num\u00e9rique peut d\u00e9shumaniser, l&rsquo;AFPA prouve qu&rsquo;elle peut au contraire r\u00e9v\u00e9ler et amplifier les valeurs humaines. Leur secret ? Une conviction simple mais puissante : la technologie n&rsquo;est jamais un but, toujours un moyen.<\/p>\n\n\n\n<p>Six ans apr\u00e8s avoir lanc\u00e9 sa r\u00e9volution num\u00e9rique, l&rsquo;AFPA n&rsquo;a jamais \u00e9t\u00e9 aussi fid\u00e8le \u00e0 sa mission : accompagner les transitions professionnelles des Fran\u00e7ais. Avec Salesforce comme colonne vert\u00e9brale technologique et l&rsquo;humain comme horizon ind\u00e9passable.<\/p>\n\n\n<div class=\"wp-block-salesforce-blog-trending-articles\">\n\n\t<header class=\"wp-block-salesforce-blog-trending-articles__header\">\n\t\t<h2 class=\"wp-block-salesforce-blog-trending-articles__title\">Articles tendance<\/h2>\n\t<\/header>\n\n\t\t\t\t\t\t<div class=\"wp-block-salesforce-blog-trending-article\">\n\t\t\n\t\t\t<div class=\"wp-block-salesforce-blog-trending-article__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/AI-sales.png?w=300&#038;quality=80\" sizes=\"(min-width: 48em) 500px, 100vw\" srcset=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/AI-sales.png 1186w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/AI-sales.png?w=300&amp;h=166 300w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/AI-sales.png?w=768&amp;h=426 768w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/AI-sales.png?w=1024&amp;h=568 1024w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/AI-sales.png?w=150&amp;h=83 150w\" alt=\"Graphic of a winding path leading to a laptop with people walking and looking at various graphical icons\" loading=\"lazy\" \/><\/span>\t\t\t<\/div>\n\n\t\t\t<div class=\"wp-block-salesforce-blog-trending-article__content\">\n\t\t\t\t<h3 class=\"wp-block-salesforce-blog-trending-article__content--title\">\n\t\t\t\t\tQuels sont les avantages de l&#039;IA pour une entreprise ?\t\t\t\t<\/h3>\n\t\t\t\t<p class=\"wp-block-salesforce-blog-trending-article__content--text trending-article__content--font-size-small\">\n\t\t\t\t\t5 min de lecture\t\t\t\t<\/p>\n\t\t\t<\/div>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"wp-block-salesforce-blog-trending-article\">\n\t\t\n\t\t\t<div class=\"wp-block-salesforce-blog-trending-article__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/data-cloud-whitepaper_visual_asset__1_.png?w=300&#038;quality=80\" sizes=\"(min-width: 48em) 500px, 100vw\" srcset=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/data-cloud-whitepaper_visual_asset__1_.png 1268w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/data-cloud-whitepaper_visual_asset__1_.png?w=300&amp;h=224 300w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/data-cloud-whitepaper_visual_asset__1_.png?w=768&amp;h=572 768w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/data-cloud-whitepaper_visual_asset__1_.png?w=1024&amp;h=763 1024w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/04\/data-cloud-whitepaper_visual_asset__1_.png?w=150&amp;h=112 150w\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t<\/div>\n\n\t\t\t<div class=\"wp-block-salesforce-blog-trending-article__content\">\n\t\t\t\t<h3 class=\"wp-block-salesforce-blog-trending-article__content--title\">\n\t\t\t\t\tQu&#039;est-ce que Data\u00a0Cloud\u00a0?\t\t\t\t<\/h3>\n\t\t\t\t<p class=\"wp-block-salesforce-blog-trending-article__content--text trending-article__content--font-size-small\">\n\t\t\t\t\t4 min de lecture\t\t\t\t<\/p>\n\t\t\t<\/div>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"wp-block-salesforce-blog-trending-article\">\n\t\t\n\t\t\t<div class=\"wp-block-salesforce-blog-trending-article__thumbnail\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/10\/retail-marketing-blog-salesforce-fr.jpeg?w=300&#038;quality=80\" sizes=\"(min-width: 48em) 500px, 100vw\" srcset=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/10\/retail-marketing-blog-salesforce-fr.jpeg 1500w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/10\/retail-marketing-blog-salesforce-fr.jpeg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/10\/retail-marketing-blog-salesforce-fr.jpeg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/10\/retail-marketing-blog-salesforce-fr.jpeg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/uploads\/sites\/15\/2024\/10\/retail-marketing-blog-salesforce-fr.jpeg?w=150&amp;h=84 150w\" alt=\"Une illustration montre une cliente entour\u00e9e de pictogrammes, repr\u00e9sentant les diff\u00e9rents canaux marketing.\" loading=\"lazy\" \/><\/span>\t\t\t<\/div>\n\n\t\t\t<div class=\"wp-block-salesforce-blog-trending-article__content\">\n\t\t\t\t<h3 class=\"wp-block-salesforce-blog-trending-article__content--title\">\n\t\t\t\t\tRetail marketing : data et IA au service de l\u2019engagement client\t\t\t\t<\/h3>\n\t\t\t\t<p class=\"wp-block-salesforce-blog-trending-article__content--text trending-article__content--font-size-small\">\n\t\t\t\t\t4 min de lecture\t\t\t\t<\/p>\n\t\t\t<\/div>\n\n\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>En 2019, l\u2019Agence nationale pour la formation professionnelle des adultes (AFPA) se lance un d\u00e9fi de taille : transformer radicalement son approche tout en pr\u00e9servant ses valeurs. Six ans plus tard, le pari&hellip;<\/p>\n","protected":false},"author":748,"featured_media":4380,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"6904c7b34f313185b07b67a2","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[22,539],"sf_content_type":[535],"blog":[297],"coauthors":[27],"class_list":["post-4310","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-digital-transformation","sf_topic-temoignages-clients","sf_content_type-blog","blog-digital-transformation"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>L&#039;AFPA : quand la transformation num\u00e9rique r\u00e9v\u00e8le l&#039;\u00e2me du service public \u2022 Salesforce<\/title>\n<meta name=\"description\" content=\"En 2019, l\u2019Agence nationale pour la formation professionnelle des adultes (AFPA) se lance un d\u00e9fi de taille : transformer radicalement son approche tout\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/fr\/blog\/lafpa-quand-la-transformation-numerique-revele-lame-du-service-public\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"L&#039;AFPA : quand la transformation num\u00e9rique r\u00e9v\u00e8le l&#039;\u00e2me du service public\" \/>\n<meta property=\"og:description\" content=\"En 2019, l\u2019Agence nationale pour la formation professionnelle des adultes (AFPA) se lance un d\u00e9fi de taille : transformer radicalement son approche tout\" \/>\n<meta property=\"og:url\" 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