Shep interviews Alexandre (Alex) Hadade, Co-founder & CEO of Birdie, an analytics platform that transforms customer feedback into actionable insights. He discusses becoming a customer-centric organization by leveraging AI to understand customer behavior and improve products and services.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
“When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions.”
“You’re not using technology effectively if you’re only focusing on surface-level operational metrics. Dive deeper to understand why your users are dissatisfied, identify the root causes, and collaborate with your product team to make impactful changes that enhance customer experience and reduce churn.”
“CX leaders have to stop talking about just support or operational metrics. They need to start discussing strategic goals like churn rate, retention rate, and lifetime value.”
“Take advantage of the AI boom to truly understand your users at scale. Use the evolution of technology not just to deploy simple chatbots but also to delve into the root causes of dissatisfaction.”
Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent customer experiences.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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