Customer Intelligence, Velocity and International Ambitions (Feedier)

Customer experience has become a strategic topic for every company. But between technology promises and the reality on the ground, few manage to turn customer listening into a decision system at scale.

In this episode of Transformation Heroes, Baptiste welcomes François Forest, CEO of Feedier, to open season 3 of the podcast. The conversation is in French. François looks back on a year of intense transformation: AI has changed the way the team builds the product, with an internal agent, FeedierAgent, able to ship fixes directly from a customer ticket without going through a sprint.

The impact is concrete. The platform's DAU/MAU ratio keeps rising, a sign that users find more value in it day after day. On the commercial side, Feedier just closed its best quarter, with conversations reaching closer and closer to executive committees.

Not everything is rosy. François shares three major challenges. The transformation of the SaaS business model in the age of AI. Market turbulence, illustrated by the creditor takeover of Medallia, which cost Thoma Bravo about $5 billion. And the difficulty of replicating a French model internationally, which is why he personally moved to London.

The conversation ends on an ambitious vision: Customer Intelligence. A world where complex organizations have a real-time system to capture, analyze, and distribute customer intelligence to every stakeholder. More than a dashboard, a true decision engine.

A founding episode for season 3, laying the groundwork for what customer experience can become when it is treated as a strategic function, not a cost center.