Transformation Heroes by Feedier

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Transformation Heroes by Feedier

Welcome to Transformation Heroes, the ultimate podcast for Customer Experience (CX) professionals who are ready to make a difference. Hosted by Carlos Carasco and François Forest, and powered by Feedier, this podcast is your go-to resource for mastering Customer Experience, Customer Intelligence, Customer Satisfaction, Business Transformation, etc. Each episode dives deep into the best practices, actionable insights, and innovative strategies that empower CX teams to elevate their impact and drive meaningful change within their organizations. Whether you're tackling customer pain points, enhancing journeys, or amplifying satisfaction, Transformation Heroes equips you with the tools and inspiration to help your company transform faster and smarter. Join Carlos and François as they bring together industry experts, thought leaders, and success stories to celebrate the heroes behind every customer transformation.

Episodes

  1. 2 DAYS AGO

    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the importance of centralizing data from multiple sources, understanding the context of insights, and moving away from outdated models.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...

    31 min

  2. 6 DAYS AGO

    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, 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...

    20 min

  3. 6 DAYS AGO

    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 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...

    33 min

  4. 6 DAYS AGO

    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 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, ...

    37 min

  5. 6 DAYS AGO

    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 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 ...

    34 min

  6. 6 DAYS AGO

    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 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...

    37 min
  • 6 Episodes

About

Welcome to Transformation Heroes, the ultimate podcast for Customer Experience (CX) professionals who are ready to make a difference. Hosted by Carlos Carasco and François Forest, and powered by Feedier, this podcast is your go-to resource for mastering Customer Experience, Customer Intelligence, Customer Satisfaction, Business Transformation, etc. Each episode dives deep into the best practices, actionable insights, and innovative strategies that empower CX teams to elevate their impact and drive meaningful change within their organizations. Whether you're tackling customer pain points, enhancing journeys, or amplifying satisfaction, Transformation Heroes equips you with the tools and inspiration to help your company transform faster and smarter. Join Carlos and François as they bring together industry experts, thought leaders, and success stories to celebrate the heroes behind every customer transformation.

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