The Recipe for a Successful CX Project in 2026 (Feedier)

Customer experience has become a powerful imperative. But without a method, a CX project can quickly turn into operational hell. In this episode of Transformation Heroes, Baptiste welcomes three Customer Success Managers from Feedier, Faustine, Léa, and Yasmine. They have supported more than 100 CX projects and share a very pragmatic approach, far removed from theory.

We start with the basics. What data to collect, how to choose actionable metrics, and above all, how to set up governance that avoids trying to do everything at once. We then tackle the often underestimated “big picture”: text analysis and taxonomy. How to build a 360° view of the customer journey before diving into a topic, and why keyword-based approaches quickly reach their limits.

The conversation ends with the most difficult part: moving from insight to action. Prioritizing what really matters to the business, assigning topics to the right teams, and then measuring the impact over time. This is a dense, concrete, and very useful episode for any team that wants to structure a Voice of Customer program without drowning.