François Guests on AI Experience to Decode the AI-Driven Voice of the Customer Revolution

How do you move from passive listening to immediate action? This is the central question of the new episode of the AI Experience podcast, where host Julien Redelsperger welcomes François Forest, CEO of Feedier, to explore how artificial intelligence is radically transforming customer experience management.

In an economic landscape where 70% of purchasing decisions are based on customer experience, companies can no longer afford to ignore weak signals. Yet, faced with massive volumes of data—Google reviews, surveys, support tickets, social media—many organizations remain deaf to their customers' real problems.

Feedier and the Urgency of Real-Time

During this exchange, François Forest illustrates the stakes with a concrete example: if a pest issue arises in a store, will the company take six months to realize it via traditional reporting, or understand it within the week?.

This is precisely where Feedier changes the game. The episode details how the company’s technology allows for the centralization of all feedback sources and uses generative AI not just to read text, but to understand context. The goal is clear: allow decision-makers, from headquarters to store managers, to react almost instantly.

AI: "Superpowers" for Teams, Not Replacements

Feedier’s appearance on the podcast helps deconstruct a persistent myth: the idea of the "great replacement" by AI. François Forest insists that the solution is not intended to replace CX teams, which are often limited to a few people, but to give them "superpowers".

By automating the analysis of tens of thousands of verbatims, Feedier makes it possible to:

• Quantify irritants: know exactly how many customers are affected by a specific malfunction, rather than relying on subjective feelings.
• Save time: Automate the creation of reports and action plans that would otherwise take days to produce manually.
• Convince leadership: Provide factual, quantified data to justify necessary investments.

The Future of Customer Experience Seen by Feedier

The episode concludes with a fascinating prospective vision. François Forest anticipates a major shift within 10 years: the arrival of "AI agents" that will make purchases on behalf of consumers. This will force companies to adapt their experience not just for humans, but for algorithms.

Catch the full exchange to understand how Feedier accompanies company transformation through active customer listening.

🎧 Listen to the episode on AI Experience: Voix du client : Quand l'IA force enfin les entreprises à écouter

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