Transformation Heroes : Expérience Client, IA et transformation (avec Baptiste Hingre) – Details, episodes & analysis

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Transformation Heroes : Expérience Client, IA et transformation (avec Baptiste Hingre)

Feedier

Business

Frequency: 1 episode/13d. Total Eps: 28

Transformation Heroes, c’est le podcast de référence pour les équipes Expérience Client (CX) qui veulent passer à la vitesse supérieure. Imaginé par Feedier, la plateforme d’intelligence client en temps réel, ce podcast donne la parole à celles et ceux qui transforment leur organisation grâce à une meilleure connaissance des besoins clients.

🎧 Chaque épisode vous plonge dans les coulisses de la transformation :

✔️ Décryptage des meilleures pratiques CX,

✔️ Retours d’expérience d’experts et de décideurs,

✔️ Stratégies concrètes pour détecter les signaux faibles, activer l’IA, engager les équipes et piloter l’impact business.

Que vous souhaitiez réduire les irritants, améliorer les parcours ou booster la satisfaction client, vous y trouverez des idées actionnables, les meilleurs outils et une vraie dose d’inspiration.

Transformation Heroes, c’est bien plus qu’un podcast :
🎙 Un catalyseur pour transformer votre entreprise, plus vite, plus intelligemment.

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https://www.youtube.com/watch?v=S1sAHC_ibLM&amp
12 shares
https://www.youtube.com/watch?v=TdSU_9SGsiM&amp
10 shares
https://www.youtube.com/watch?v=-XtE6xuTWT8&amp
9 shares

https://feedier.com/?utm_source=podcast
21 shares
https://feedier.com/
5 shares

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RSS feed quality

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Score global : 68%

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Johann Desjardins : Audio, émotion et révolution de la relation marque-client (Ekoo)

Season 2 · Episode 3

Monday, November 3, 2025 • Duration 53:01

“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 pouvoir de la voix dans le commerce digital, les limites du texte dans la relation client, et la capacité de l’audio à capter l’émotion, simplifier l’information et créer du lien. De Carrefour à Picard en passant par le luxe, ils partagent des cas concrets d’entreprises qui transforment leur parcours client grâce à l'audio. Ils discutent aussi des enjeux liés à l’IA, de la personnalisation de l’expérience, des signaux faibles et de la voix comme levier d’inclusion et de confiance.

Un échange inspirant sur l’avenir du commerce, où chaque voix compte.

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Chapitres :

00:00 Introduction : la voix comme levier d’émotion et d’authenticité
02:02 Le parcours de Johann : du retail à la création d’Ekoo
06:45 Le déclic fondateur : donner une voix aux marques et aux clients
11:30 Pourquoi l’audio transforme l’expérience client
18:35 Les cas concrets : Carrefour, Picard, Orange, GMF, LVMH…
26:20 Les freins à l’adoption de la voix (et comment les dépasser)
30:00 Services, selfcare et pédagogie : des usages inattendus
35:00 Reconnecter les équipes terrain et direction aux clients
39:30 L’audio à grande échelle : IA, automatisation et personnalisation
46:00 Éthique, voix humaine vs IA, enjeux de confiance
49:20 Vision d’avenir : un commerce plus humain, plus simple, plus inclusif

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L’humain au cœur des marketplaces du futur - Julien Bruitte (Origami Marketplace)

Season 2 · Episode 2

Wednesday, October 8, 2025 • Duration 01:12:10

“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 véritable moteur de la transformation digitale.

Au programme : expériences clients concrètes, construction de communautés autour de projets circulaires, arbitrage technologique, et un regard critique mais lucide sur le rôle de l’IA dans les outils SaaS d’aujourd’hui.

Un épisode dense, inspirant et résolument tourné vers l'avenir du e-commerce et de la collaboration client-fournisseur.

Linkedin : / baptiste-hingre-banal-feedier

Chapitres :
02:36 Présentation de Julien et genèse d’Origami
05:12 La vision d’Origami Marketplace
08:45 Le rôle central du client dans le développement produit
12:22 Définir et capter les bons signaux du marché
16:30 L’onboarding et l’accompagnement client
21:15 Exemples de projets dans l’économie circulaire Co-construction et feedbacks clients Entre pain et dream : deux visions clients Simplicité produit vs attentes sur-mesure L’IA dans le SaaS : assistant ou faiseur ? Interopérabilité, paiements et futurs usages Le mot de la fin : la tech au service de l’humain--- Website: Linkedin:

Le futur de la CX, l'impact de l'IA et la transformation d'entreprise avec François Forest, CEO chez Feedier

Season 2 · Episode 1

Wednesday, September 17, 2025 • Duration 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.

Chapitres :
02:49 Définition et importance de l'expérience client
05:36 Exemples concrets d'expériences clients réussies
08:24 Les défis de l'expérience client dans les entreprises
11:15 L'impact de l'IA sur l'expérience client
14:13 Stratégies pour améliorer l'expérience client
16:41 L'importance de la culture d'entreprise dans l'expérience client
19:46 Le rôle des feedbacks clients
22:19 L'avenir de l'expérience client et de l'IA
25:30 Conclusion et réflexions finales

How Stellantis and Mistral AI Are Redefining Automotive CX with AI

Season 1 · Episode 18

Monday, April 28, 2025 • Duration 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.

Article (french): https://www.larevuedudigital.com/stel...
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00:00 AI Innovations in the Automotive Industry
02:28 Transforming Customer Experience with AI
04:53 Internal vs External AI Applications
07:41 Overcoming Implementation Challenges
10:24 Addressing Data Privacy and Bias
12:45 Measuring ROI in AI-Powered CX
15:32 Gradual vs Full-Scale AI Integration
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Website: https://feedier.com/Linkedin:

The 5 Best Ways to Measure Customer Satisfaction in 2025

Season 1 · Episode 17

Tuesday, April 22, 2025 • Duration 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.

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 break down the tools and techniques that will redefine how satisfaction is measured.

The conversation also highlights the growing importance of omnichannel feedback, ensuring that insights from surveys, reviews, support interactions, and unstructured data come together in a unified system powered by AI. With customer expectations evolving rapidly, Carlos and François reveal how businesses can turn scattered feedback into clear, actionable improvements that drive loyalty and growth.

If you’re ready to take your customer satisfaction measurement to the next level, this episode is packed with the insights you need!

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Chapters

00:00 Measuring Customer Satisfaction: An Overview
03:45 Enriching Feedback with Business Context
07:39 Omni-Channel Feedback Collection
12:04 Sentiment Analysis and AI Integration
16:40 AI-Powered Surveys and Conversational Feedback

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Website: https://feedier.com/Linkedin:

4 Tips to Centralize Feedback for Better CX

Season 1 · Episode 16

Tuesday, April 15, 2025 • Duration 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.

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Chapters

00:00 Centralizing Feedback for Enhanced Customer Experience
06:09 Ensuring Compliance in Feedback Management
11:54 Leveraging AI and Automation in Feedback Collection
17:17 Establishing Strong Data Governance for Feedback

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Website: https://feedier.com/
Linkedin: / feedier

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5 Tips to Create a Robust CX Action Plan in 2025

Season 1 · Episode 15

Tuesday, April 8, 2025 • Duration 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.

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Chapters

00:00 Creating a Robust CX Action Plan for 2025
05:26 Identifying Triggers for Action Plans
09:41 Prioritizing Actions with KPIs and Segmentation
13:24 Building a Strong Data Foundation
18:10 Assessing Impact and ROI of CX Initiatives

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Website: https://feedier.com/
Linkedin: / feedier

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2025 CX Trends: How AI is Transforming Customer Experience

Season 1 · Episode 14

Tuesday, April 1, 2025 • Duration 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.

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What is Customer Intelligence and What Future Folds it for Businesses?

Season 1 · Episode 13

Tuesday, March 25, 2025 • Duration 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!

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Customer Sentiment Analysis: Definition, Application and Future Trends

Season 1 · Episode 12

Tuesday, March 25, 2025 • Duration 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.

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Transformation Heroes : Expérience Client, IA et transformation (avec Baptiste Hingre) – Details, episodes & analysis

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Transformation Heroes : Expérience Client, IA et transformation (avec Baptiste Hingre) – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

Youtube12

Other3

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Youtube12

Other3

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