You've successfully subscribed to Thematic
Great! Next, complete checkout for full access to Thematic
Welcome back! You've successfully signed in.
Success! Your account is fully activated, you now have access to all content.
Success! Your billing info is updated.
Billing info update failed.
Alyona Medelyan PhD

Alyona Medelyan PhD

CEO and Co-Founder
Alyona is one of the founders of Thematic. Her love of writing comes from spending years of publishing papers during her PhD. She believes customer feedback should be top of mind at every company.
67 Posts
How Watercare levelled up their insights and CX metrics using Thematic
How Watercare levelled up their insights and CX metrics using Thematic

Recently, I hosted a webinar with Priya Thurai, Head of Customer Insights at Watercare NZ. We discussed the integral role customer insights have played in enabling their team to improve how they engage in the community. Today, Watercare continues to use Thematic insights to inform their decision making - driving

Alyona Medelyan PhD
Alyona Medelyan PhD
Customer Experience
How AI-based feedback analytics powers growth at Atom Bank
How AI-based feedback analytics powers growth at Atom Bank

Recently, I joined a webinar with Michael Sherwood, Head of Digital Experience at Atom Bank. Together, we discussed their mission to create a differentiated and customer-centric banking experience. Having been a customer of Thematic for over 3 years, the insights they’ve gained with us have been integral to their

Alyona Medelyan PhD
Alyona Medelyan PhD
Feedback Analysis
What customer feedback reveals about memorable frontline experiences
What customer feedback reveals about memorable frontline experiences

Recently, I spoke at AskNicely’s virtual Frontline Magic event. I talked about how customer feedback can reveal what is most memorable about a frontline experience. You can watch it here, but I’ve also taken the time to summarise the key takeaways in this post! Intuitively we understand that

Alyona Medelyan PhD
Alyona Medelyan PhD
Customer Experience
How we use our own platform and Chrome extension to centralize & analyze feedback
How we use our own platform and Chrome extension to centralize & analyze feedback

Customer feedback doesn't have all the answers. But it has critical insights for strategy and prioritization. Thematic is a B2B SaaS company. We aren't swimming in feedback. Every piece of feedback counts. Collecting and analyzing this feedback requires a different approach. We receive feedback from many places: our in-product NPS

Alyona Medelyan PhD
Alyona Medelyan PhD
Feedback Analysis
Customer feedback analysis: How to analyze and act on feedback
Customer feedback analysis: How to analyze and act on feedback

Have you ever left feedback as a customer yourself? Your star rating or a satisfaction score will tell how you feel, but it's your comment that will explain why. Unfortunately, while most businesses collect feedback, they do not analyze text comments. Often feedback isn’t actionable. It’s too hard

Alyona Medelyan PhD
Alyona Medelyan PhD
What the latest AI model GPT-3 means for Customer Feedback Analysis
What the latest AI model GPT-3 means for Customer Feedback Analysis

What is GPT-3 exactly? And what does this new AI model mean for customer feedback analysis?

Alyona Medelyan PhD
Alyona Medelyan PhD
AI & NLP
Should you buy an integrated solution, best-in-breed, or build in house?
Should you buy an integrated solution, best-in-breed, or build in house?

Being a business owner myself, and speaking to other team leads, I know that there is always this question: When we buy new software, should we buy an all-in-one, integrated solution? Or, should we go out to different vendors and source separately? Or, should we build it in-house, and make

Alyona Medelyan PhD
Alyona Medelyan PhD
Thematic
The Zoom Boom: Zoom's market transformation and what the user feedback is saying
The Zoom Boom: Zoom's market transformation and what the user feedback is saying

At the beginning of 2020, Zoom was a promising video telephony company with niche markets in business and higher education and a solid bank account thanks to a successful IPO. By May, its market capitalization was greater than those of the world’s seven top airlines combined. As the

Alyona Medelyan PhD
Alyona Medelyan PhD
Product Experience
Must-Have Features in Feedback Analysis Software
Must-Have Features in Feedback Analysis Software

8 key questions to ask a feedback analysis software vendor to help you buy a solution that delivers true ROI Are you trying to find a great feedback analysis software solution? Then you might have been overwhelmed by the huge number of options out there. Whether it’s a DIY

Alyona Medelyan PhD
Alyona Medelyan PhD
Customer Experience
Thriving During COVID-19: 10 Practical Tips from a Clinical Psychologist
Thriving During COVID-19: 10 Practical Tips from a Clinical Psychologist

Three weeks ago, my family of four was on it’s fifth day of self isolation due to Covid-19. The terrible news from Italy started to appear and the first positive cases recorded among San Francisco Bay residents. I was refreshing my Twitter compulsively.  I kept asking myself: What should

Alyona Medelyan PhD
Alyona Medelyan PhD
Thematic
Product Feedback: Ultimate Guide - How to Gather, Analyze & Share
Product Feedback: Ultimate Guide - How to Gather, Analyze & Share

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. In this guide Introduction Part 1: Different types of product feedback and how you can benefit from them Part 2: How to improve your product feedback strategy Part 3: Analyzing product feedback

Alyona Medelyan PhD
Alyona Medelyan PhD
Feedback Analysis
What is Unified Data Analytics and why should you care?
What is Unified Data Analytics and why should you care?

Before we get into the nitty gritty detail of Unified Data Analytics, let’s remind ourselves of the cautionary tale of a pioneer of the Internet… Have you ever heard of Netscape?  This company, which created one of the first web browsers, is most famous for its downfall:

Alyona Medelyan PhD
Alyona Medelyan PhD
AI & NLP