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Customer Experience

105 Posts
What is Thematic Analysis? And How To Do It (Manual vs. AI)
What is Thematic Analysis? And How To Do It (Manual vs. AI)
Members Public

Discover the power of thematic analysis to unlock insights from qualitative data. Learn about manual vs. AI-powered approaches, best practices, and how Thematic software can revolutionize your analysis workflow.

Customer Experience
The ROI of VOC: 7 Expert Insights from Paul Stevenson and Rick Denton
The ROI of VOC: 7 Expert Insights from Paul Stevenson and Rick Denton
Members Public

Learn how to leverage customer feedback to improve your products, services, and bottom line with these 7 key takeaways from CX experts.

Customer Experience
17 Customer Experience Statistics: The High Cost of Neglecting CX
17 Customer Experience Statistics: The High Cost of Neglecting CX
Members Public

Don't let bad customer experience (CX) ruin your business! Learn from these 17 statistics and find out how to improve CX with AI-powered insights.

Customer Experience
Unlocking the Hidden ROI of VOC: A Comprehensive Guide
Unlocking the Hidden ROI of VOC: A Comprehensive Guide
Members Public

Discover how to unleash the true potential of your Voice of the Customer (VOC) program to drive tangible business value and growth.

Customer Experience
Removing the 'Pebble' to Reduce Customer Experience Friction Points
Removing the 'Pebble' to Reduce Customer Experience Friction Points
Members Public

Uncover the hidden "pebbles" eroding your customer experience. Learn how to use customer feedback and analytics to identify and remove friction points, boost loyalty, and engineer effortless experiences. Discover 7 strategies for proactive CX improvement.

Churn & Loyalty
The Beginner's Guide to Customer Experience Analytics
The Beginner's Guide to Customer Experience Analytics
Members Public

Customer Experience Analytics (CXA) is key to understanding why customers buy or churn. This guide will help you use your use customer data to get insights and understanding to drive better business decisions and improve revenue.

Customer Experience
Ecommerce Voice of Customer: A Comprehensive Guide
Ecommerce Voice of Customer: A Comprehensive Guide
Members Public

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. They’re buying less, then suddenly not buying at all. What’s happening? You’re not face-to-face with these customers, so you need a way

Customer Experience
How Watercare drives customer excellence with VoC and Thematic
How Watercare drives customer excellence with VoC and Thematic
Members Public

When two major storms wreaked havoc on Auckland and Watercare’s infrastructurem the utility went through a CX crisis. With a massive influx of calls to their support center, Thematic helped them get inisghts from this data to forge a new approach to restore services and satisfaction levels.

Customer Journeys
Reporting ROI of CX: Top 3 Challenges and How to Solve Them
Reporting ROI of CX: Top 3 Challenges and How to Solve Them
Members Public

What steps can you take to measure the ROI of Customer Experience improvements? identifying the challenges to ROI reporting will make it easier to consistently report on the impact of CX projects. Whatever the context.

Customer Experience
The Customer Experience Cost: How Bad Experiences Cost Your Business Big Money
The Customer Experience Cost: How Bad Experiences Cost Your Business Big Money
Members Public

Friction in customer experience can lead to churn and lower transaction spend. Discover how to use Voice of the Customer data and technology to identify CX enhancements that drive sales growth, while reducing costs.

Customer Experience
What is a feedback loop and how does it work?
What is a feedback loop and how does it work?
Members Public

Feedback loops help businesses to understand their customers' needs better and make informed decisions to improve customer experience. Here's a quick breakdown.

Customer Experience
How will LLMs change Customer Experience?
How will LLMs change Customer Experience?
Members Public

If you work in customer experience (CX), this article is for you. Explore how LLMs are poised to make a radical difference in CX and beyond.

AI & NLP