Transformation Heroes : Expérience Client, IA et transformation des entreprises
Feedier
21 episodes
5 days ago
“Les gens n’écrivent plus. Ils écoutent.” Dans ce nouvel épisode de Transformation Heroes avec Baptiste Hingre, Johann Desjardins, cofondateur d’Ekoo, partage la vision derrière sa startup : redonner une voix aux marques et à leurs clients. Issu du monde du retail, Johann revient sur les déclencheurs personnels et professionnels qui l'ont mené à créer Ekoo, une solution audio qui rend les interactions digitales plus humaines, plus riches, plus sincères. Baptiste et Johann explorent le pouvo...
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“Les gens n’écrivent plus. Ils écoutent.” Dans ce nouvel épisode de Transformation Heroes avec Baptiste Hingre, Johann Desjardins, cofondateur d’Ekoo, partage la vision derrière sa startup : redonner une voix aux marques et à leurs clients. Issu du monde du retail, Johann revient sur les déclencheurs personnels et professionnels qui l'ont mené à créer Ekoo, une solution audio qui rend les interactions digitales plus humaines, plus riches, plus sincères. Baptiste et Johann explorent le pouvo...
“Les gens n’écrivent plus. Ils écoutent.” Dans ce nouvel épisode de Transformation Heroes avec Baptiste Hingre, Johann Desjardins, cofondateur d’Ekoo, partage la vision derrière sa startup : redonner une voix aux marques et à leurs clients. Issu du monde du retail, Johann revient sur les déclencheurs personnels et professionnels qui l'ont mené à créer Ekoo, une solution audio qui rend les interactions digitales plus humaines, plus riches, plus sincères. Baptiste et Johann explorent le pouvo...
“Un projet digital ne réussit que par l'humain.” Dans ce nouvel épisode de Transformation Heroes, Julien Bruitte, cofondateur d’Origami Marketplace, partage avec Baptiste Hingre les coulisses d’une entreprise qui place l’écoute client et la flexibilité produit au cœur de son ADN. Ensemble, ils explorent comment Origami façonne des marketplaces sur mesure, en partant de signaux parfois invisibles jusqu’à des solutions scalables, et comment l’humain reste, malgré les promesses de l’IA, le véri...
“J’ai voulu comprendre pourquoi mes clients partaient. J’ai créé Feedier.” Dans ce nouvel épisode de Transformation Heroes, François Forest, fondateur et CEO de Feedier, revient sur l’origine très personnelle de sa mission : aider les entreprises à mieux écouter leurs clients, vraiment. Baptiste et François Forest explorent l'importance de l'expérience client à l'ère de l'intelligence artificielle. Ils discutent des défis auxquels les entreprises font face, des exemples concrets d'expér...
In this episode, Carlos and François explore the transformative impact of AI in the automotive industry, with a particular focus on Stellantis and its partnership with Mistral AI. They discuss how traditional automakers are evolving into technology-driven companies, using AI to enhance customer experience, optimize manufacturing, and drive innovation. The conversation delves into the challenges of implementing AI, including scalability, data integrity, and bias, while also highlighting the im...
In this episode of *Transformation Heroes*, Carlos and François dive into the future of measuring customer satisfaction in 2025, uncovering the five key strategies CX leaders need to adopt to stay ahead. They explore why traditional metrics alone are no longer enough and how businesses must integrate operational goals with customer experience KPIs to drive real impact. From enriching feedback with business context to leveraging AI for sentiment analysis and smarter survey design, they...
In this episode, Carlos and Francois discuss the importance of centralizing feedback collection to enhance customer experience (CX). They explore four key strategies: focusing on the right feedback, ensuring compliance with regulations like GDPR, leveraging AI and automation for efficient feedback processing, and building strong data governance to manage feedback effectively. The conversation emphasizes the need for actionable insights, the role of technology in filtering and analyzing feedba...
In this episode of Transformation Heroes, Carlos and François discuss how to create a robust customer experience (CX) action plan for 2025. They outline five essential tips: defining the scope of the action plan, identifying triggers for action, prioritizing KPIs and customer segmentation, building a strong foundation with reliable data, and assessing impact and effort through ROI. The conversation emphasizes the importance of customer feedback, the role of AI in action plans, and the need fo...
In this episode of Transformation Heroes, Carlos and François break down the top trends shaping customer experience in 2025, revealing how businesses can stay ahead in an era of AI-driven personalization, intensifying global competition, and evolving customer expectations. They explore the rise of AI agents in customer feedback, how businesses can leverage AI to create hyper-personalized experiences, and why sustainability is no longer optional but a key driver of customer loyalty. As market ...
In this episode, Carlos and François take a deep dive into the world of sentiment analysis, uncovering its critical role in customer experience and how it's being reshaped by large language models and multimodal AI. They explore why sentiment analysis must remain simple yet powerful, balancing accuracy with ease of use, and discuss the ethical challenges surrounding data privacy in an AI-driven landscape. As they navigate the evolution of sentiment analysis, they emphasize the growing need fo...
In this episode of Transformation Heroes, Carlos and François explore the power of customer intelligence and its role as a game-changer in business transformation. They break down why traditional customer feedback systems often fall short, how market dynamics are evolving, and why businesses must move beyond passive data collection to truly understand and anticipate customer needs. With AI redefining the way companies harness insights, they discuss how to build an intelligence layer that tran...
Join François Forest and Carlos Carasco in Transformation Heroes, the podcast dedicated to empowering CX professionals with the insights they need to drive real change. In this special episode, François and Carlos explore how to revolutionize your Voice of Customer (VoC) system in 2025, equipping you with the strategies and tools to boost Customer Satisfaction, streamline feedback management, and generate impactful results. From leveraging cutting-edge AI-driven solutions to aligning your VoC...
In this episode, Carlos and François delve into the concept of competitive intelligence, particularly its significance for customer experience (CX) teams. They discuss how CX teams can leverage competitive intelligence to identify weaknesses and opportunities, improve customer experience, and align efforts across various departments. The conversation covers best practices for e-reputation monitoring, effective benchmarking strategies, and the role of technology in making competitive insights ...
In this episode of Transformation Heroes, Carlos and François tackle one of the biggest challenges in CX: measuring customer experience in physical spaces. From QR codes and Google reviews to in-store tablets, they break down the strengths, limitations, and best practices of each method, revealing what truly works in capturing meaningful customer insights. They dive into the delicate balance between collecting actionable feedback and maintaining customer trust, exploring how businesses can en...
In this episode of Transformation Heroes, Carlos and François reveal eight powerful strategies to maximize your Customer Experience (CX) budget without increasing costs. They break down how CX teams can do more with the same resources by harnessing existing data, eliminating inefficiencies, and optimizing AI tools for smarter automation. Beyond technology, they explore the impact of building engaged customer communities, internalizing key services for better control, and leveraging storytelli...
In this episode, Carlos and François discuss three key strategies for empowering operational teams to drive customer experience (CX) transformation. They emphasize the importance of cultivating a customer-first culture, empowering teams through effective training and compensation, and leveraging AI to enhance decision-making and operational efficiency. The conversation highlights the need for leadership buy-in, continuous employee engagement, and the use of metrics like NPS and Net Retention ...
In this episode of Transformation Heroes, Carlos and François discuss six critical traps to avoid when using AI for text analysis in customer experience. They emphasize the importance of centralizing data from multiple sources, understanding the context of insights, and moving away from outdated models. The conversation also covers the need for automation in data processing, adapting to changing business goals, and the significance of KPIs in measuring the impact of AI-driven insights. Send...
In this episode of Transformation Heroes, Carlos and François discuss the role of Natural Language Processing (NLP) in improving customer experience (CX). They cover its history, the impact of advanced models like ChatGPT, and the use of technologies like vector embeddings and retrieval-augmented generation (RAG) for analyzing unstructured data. Key topics include real-time data adaptation, the difference between NLP and NLU, and deploying RAG to drive continuous CX improvement. Send us a t...
Carlos and François delve into the significance of customer support tickets, exploring their role in understanding customer pain points and improving overall customer experience. They discuss the advantages of leveraging customer ticket data, the impact of AI and NLP in analyzing this data, and the importance of integrating insights throughout the customer journey. The conversation emphasizes the need for a company-wide approach to utilizing support ticket data for quantifiable business impac...
In this episode of Transformation Heroes, Carlos and François explore how AI is revolutionizing customer experience (CX) practices. They discuss the shift from traditional methods like cold calling and manual text analysis to AI-driven solutions that offer real-time insights and enhance interactions. The conversation highlights the move to in-house CX capabilities, making customer experience a core business function. Additionally, they examine how AI automates CX strategies and action plans, ...
In this Transformation Heroes episode, Carlos and François discuss seven key risks in customer experience (CX) initiatives. Topics include GDPR, data transparency, securing personal information, and AI-driven data analysis. They emphasize cybersecurity risks, the importance of working with certified partners like ISO 27001, and that certification is more crucial than mere compliance. Limiting data access, defining roles, and automating sensitive data protection are essential. CX platforms boo...
Transformation Heroes : Expérience Client, IA et transformation des entreprises
“Les gens n’écrivent plus. Ils écoutent.” Dans ce nouvel épisode de Transformation Heroes avec Baptiste Hingre, Johann Desjardins, cofondateur d’Ekoo, partage la vision derrière sa startup : redonner une voix aux marques et à leurs clients. Issu du monde du retail, Johann revient sur les déclencheurs personnels et professionnels qui l'ont mené à créer Ekoo, une solution audio qui rend les interactions digitales plus humaines, plus riches, plus sincères. Baptiste et Johann explorent le pouvo...
