Marine Deck : Leadership CX et Voix du Client face à la révolution de l’IA (CX Advisor)

“AI doesn’t change Customer Experience.
It exposes how decisions are really made.”

In this new episode of Transformation Heroes, Baptiste welcomes Marine Deck, entrepreneur, content creator, and founder of CX Advisor.

From a simple but uncomfortable reality: AI is now widely accessible in CX, but its impact still rarely reaches executive decision-making. Marine shares a grounded, no-nonsense view of what AI truly changes for customer experience teams and, above all, for leadership.

Together, they discuss why CX is less a tooling problem than a governance one. Why Voice of the Customer initiatives often exist, but struggle to influence executives priorities. And why ego, maturity, and organizational alignment remain the biggest barriers to becoming truly customer-centric.

Drawing on her experience with CX Advisor and years of field exposure, Marine breaks down what actually works: structuring VoC as a long-term transformation, anchoring customer feedback in executive routines, and accepting that CX is a political discipline as much as an operational one.

The conversation also explores how AI lowers the cost of entry to CX, what this means for CX professionals, and why leadership, not automation, will define the next phase of customer experience.

A candid and strategic discussion for those who want to move beyond CX rhetoric and turn customer insights into real executive decisions.

Marine Deck on LinkedIn: https://www.linkedin.com/in/marinedeck-relationclient-podcast-cx-talk-formation/