Explorez tous les épisodes du podcast Transformation Heroes : Expérience Client, IA et transformation (avec Baptiste Hingre)
| Titre | Date | Durée | |
|---|---|---|---|
| Johann Desjardins : Audio, émotion et révolution de la relation marque-client (Ekoo) | 03 nov. 2025 | 00:53:01 | |
“Les gens n’écrivent plus. Ils écoutent.” --- Chapitres : | |||
| L’humain au cœur des marketplaces du futur - Julien Bruitte (Origami Marketplace) | 08 oct. 2025 | 01:12:10 | |
“Un projet digital ne réussit que par l'humain.” | |||
| Le futur de la CX, l'impact de l'IA et la transformation d'entreprise avec François Forest, CEO chez Feedier | 17 sept. 2025 | 00:45:15 | |
“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'expériences réussies, et de l'impact de l'IA sur l'analyse des feedbacks clients. Ils soulignent également l'importance de la culture d'entreprise et de l'engagement des employés pour offrir une expérience client exceptionnelle. | |||
| How Stellantis and Mistral AI Are Redefining Automotive CX with AI | 28 avr. 2025 | 00:21:00 | |
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 importance of measuring ROI in AI initiatives. Tune in for an insightful discussion on the future of AI in the automotive sector and its implications for businesses navigating this shift. | |||
| The 5 Best Ways to Measure Customer Satisfaction in 2025 | 22 avr. 2025 | 00:23:06 | |
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. | |||
| 4 Tips to Centralize Feedback for Better CX | 15 avr. 2025 | 00:23:24 | |
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 feedback, and the importance of a structured approach to data management in CX. | |||
| 5 Tips to Create a Robust CX Action Plan in 2025 | 08 avr. 2025 | 00:23:42 | |
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 for continuous updates to ensure relevance in a rapidly changing environment. | |||
| 2025 CX Trends: How AI is Transforming Customer Experience | 01 avr. 2025 | 00:29:21 | |
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 dynamics shift rapidly, they emphasize the critical need for companies to listen, adapt, and act fast to maintain a competitive edge. Whether you're looking to harness AI for better customer engagement, navigate an increasingly crowded marketplace, or align your CX strategy with sustainability expectations, this episode is packed with insights that will shape the future of customer experience. | |||
| What is Customer Intelligence and What Future Folds it for Businesses? | 25 mars 2025 | 00:25:33 | |
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 transforms raw feedback into real-time, strategic decision-making tools. From practical applications to competitive advantages and future trends, this conversation highlights how businesses can turn customer intelligence into their most valuable asset for faster, smarter transformation. If you’re looking to future-proof your CX strategy and unlock the full potential of customer intelligence, this episode is a must-listen! | |||
| Customer Sentiment Analysis: Definition, Application and Future Trends | 25 mars 2025 | 00:23:40 | |
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 for contextual understanding—why raw sentiment scores alone aren’t enough, and how businesses can extract truly actionable insights to enhance customer satisfaction. From AI’s potential to refine sentiment detection to the future of multimodal analysis integrating text, voice, and video, this conversation is a must-listen for CX professionals looking to stay ahead in 2025 and beyond. | |||
| How to Improve Your Voice of Customer (VoC) System in 2025 | 18 mars 2025 | 00:29:58 | |
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 program with organizational goals, this episode dives deep into actionable insights that help you maximize your customer intelligence and elevate your CX efforts. Whether you’re optimizing feedback loops, tackling pain points, or building customer loyalty, François and Carlos will inspire you to transform your VoC system and achieve better outcomes for your business. Don’t miss this conversation packed with practical advice and future-ready strategies for CX success in 2025! | |||
| What is Competitive Intelligence & How Can it Be Used by CX Teams | 11 mars 2025 | 00:17:14 | |
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 accessible and actionable for organizations. | |||
| 3 Effective Methods for Measuring CX in the Physical World | 04 mars 2025 | 00:24:44 | |
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 encourage authentic responses without creating friction. As technology continues to reshape the way we measure in-person experiences, Carlos and François discuss the future of feedback collection and how CX teams can leverage innovative, non-intrusive solutions to improve satisfaction and drive real change. If you're looking for smarter ways to capture customer sentiment in retail, hospitality, or any physical environment, this episode is packed with insights you won’t want to miss! | |||
| CX Budget: 8 Tips to Achieve More With the Same Budget | 25 févr. 2025 | 00:24:06 | |
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 storytelling to make CX reports more persuasive and actionable. They also highlight how empowering employees and fostering cross-departmental collaboration can drive significant CX improvements without additional spending. Packed with practical insights, this episode is a must-listen for CX leaders looking to stretch their budgets further, maximize impact, and elevate customer satisfaction in 2025. | |||
| 3 Ways to Empower Operation Teams in Leading CX Transformations | 18 févr. 2025 | 00:29:54 | |
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 Rate to measure success. Ultimately, the episode provides actionable insights for organizations looking to improve their customer-centric approach and achieve better business outcomes. | |||
| 6 Traps to Avoid Using AI for Text Analysis in Customer Experience | 11 févr. 2025 | 00:31:28 | |
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. | |||
| What Customer Tickets Reveal: Transformation Insights You Need | 07 févr. 2025 | 00:19:59 | |
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 impact. | |||
| Understand The Technology Behind NLP (Natural Language Processing) in CX | 07 févr. 2025 | 00:33:27 | |
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. | |||
| Top 4 CX Practices That Will Disappear With AI | 07 févr. 2025 | 00:37:21 | |
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, enabling professionals to respond to customer needs more swiftly and proactively. Overall, the episode underscores AI's potential to streamline and elevate CX management for organizations | |||
| 6 Key Insights that NPS Does Not Reveal | 07 févr. 2025 | 00:33:31 | |
In this episode, Carlos and François discuss the limitations of Net Promoter Score (NPS) as a customer experience metric. They stress that NPS only represents a portion of customers and shouldn't be the sole basis for decisions. They emphasize converting passive NPS respondents into promoters and explore the link between NPS and financial performance, noting the need for additional data like customer lifetime value and churn rate. The importance of context, survey design, and benchmarking is also addressed. | |||
| 7 Security Risks Triggered by CX Initiatives and How to Avoid Them | 07 févr. 2025 | 00:37:20 | |
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 boost trust and transparency, with data security being a shared responsibility. Regulations like GDPR are critical in safeguarding customer data. | |||