Transformation Heroes : Expérience Client, IA et transformation des entreprises
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.
Episodes
18 episodes
How Stellantis and Mistral AI Are Redefining Automotive CX with AI
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 techno...
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Season 1
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Episode 18
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21:00
The 5 Best Ways to Measure Customer Satisfaction in 2025
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 tradition...
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Season 1
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Episode 17
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23:06
4 Tips to Centralize Feedback for Better CX
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 GDP...
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Season 1
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Episode 16
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23:24
5 Tips to Create a Robust CX Action Plan in 2025
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...
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Season 1
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Episode 15
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23:42
2025 CX Trends: How AI is Transforming Customer Experience
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 ...
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Season 1
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Episode 14
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29:21
What is Customer Intelligence and What Future Folds it for Businesses?
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 ...
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Season 1
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Episode 13
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25:33
Customer Sentiment Analysis: Definition, Application and Future Trends
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 a...
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Season 1
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Episode 12
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23:40
How to Improve Your Voice of Customer (VoC) System in 2025
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 revolu...
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Season 1
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Episode 11
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29:58
What is Competitive Intelligence & How Can it Be Used by CX Teams
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 an...
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Season 1
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Episode 10
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17:14
3 Effective Methods for Measuring CX in the Physical World
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 ...
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Season 1
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Episode 9
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24:44
CX Budget: 8 Tips to Achieve More With the Same Budget
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 res...
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Season 1
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Episode 8
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24:06
3 Ways to Empower Operation Teams in Leading CX Transformations
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...
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Season 1
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Episode 7
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29:54
6 Traps to Avoid Using AI for Text Analysis in Customer Experience
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 th...
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Season 1
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Episode 6
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31:28
What Customer Tickets Reveal: Transformation Insights You Need
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, t...
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Season 1
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Episode 5
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19:59
Understand The Technology Behind NLP (Natural Language Processing) in CX
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 techno...
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Season 1
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Episode 4
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33:27
Top 4 CX Practices That Will Disappear With AI
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 solution...
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Season 1
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Episode 3
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37:21
6 Key Insights that NPS Does Not Reveal
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 ...
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Season 1
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Episode 2
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33:31
7 Security Risks Triggered by CX Initiatives and How to Avoid Them
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 cyber...
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Season 1
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Episode 1
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37:20