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Customer Experience

83 Posts
What Are The Best Qualtrics Competitors And Alternatives?
What Are The Best Qualtrics Competitors And Alternatives?

Are you looking for Qualtrics alternatives? Is this because the features are not a good fit? Do you find it difficult to use? Or is the pricing the issue? In this article we’ll analyze the pros and cons of the key Qualtrics competitors to help you decide which is

Alice Longhurst-Jones
Alice Longhurst-Jones
Customer Experience
Community Soundbites: How to align your CX expectations with business expectations
Community Soundbites: How to align your CX expectations with business expectations

Each month, Thematic hosts a virtual roundtable for CX & insights professionals within our community. Together, we discuss how we’re seeing this space evolving and swap notes on best practices! Join our community here. The topic we explored this month was the alignment (or misalignment) between CX professionals expectations

Chloe Narain
Chloe Narain
Customer Experience
How to choose a survey tool to measure customer experience: the ultimate guide
How to choose a survey tool to measure customer experience: the ultimate guide

You have decided to collect feedback from your customers via a survey tool. Or, you might be looking for a new survey tool, because you are unhappy with your current setup. There's no shortage of survey solutions and customer feedback management platforms. If anything, there are too many options to

Alyona Medelyan PhD
Alyona Medelyan PhD
Surveys & Feedback Collection
How to measure customer satisfaction: the complete guide
How to measure customer satisfaction: the complete guide

Everyone says they want customers to be satisfied, but what are you actually doing to make customers happy? How do you know if you’re on the right track? How do you know if your customer satisfaction efforts make a difference? Why even aim for customer satisfaction at all? We

Tyler Dye
Tyler Dye
Churn & Loyalty
How to super-charge your Qualtrics setup with Thematic & Power BI
How to super-charge your Qualtrics setup with Thematic & Power BI

Qualtrics is one of the most well-known and powerful Customer Feedback Management platforms. But even so, it has limitations. We recently hosted a live panel where data analysts from two well-known brands shared their experiences with Qualtrics, and how they extended this platform’s capabilities. Below, we’ll share the

Alyona Medelyan PhD
Alyona Medelyan PhD
Customer Experience
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
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 to discover and prioritize improvement initiatives for your CX and product
How to discover and prioritize improvement initiatives for your CX and product

What is the secret to achieving more with less? As you and I well know, it’s all about working on the right things. However, so much resource is dedicated to building the wrong things. Software companies are notoriously bad at this. Pendo.io analyzed usage data collected by SaaS

Tyler Dye
Tyler Dye
Customer Experience
4 Tips For Creating A VoC Program That Can Measure CX Success
4 Tips For Creating A VoC Program That Can Measure CX Success

CX (Customer Experience) has become a bit of a buzzword, which is fantastic! More and more businesses are recognizing the importance of two things: 1. Understanding the customers' experience. 2. Implementing a customer centric mindset throughout the organization. As I mentioned in my last article (CX vs CS), improving CX

Melanie Disse
Melanie Disse
Customer Experience
Text Analytics Software – How to unlock the drivers behind your performance
Text Analytics Software – How to unlock the drivers behind your performance

Many organisations, large or small, gather customer feedback to improve their CX efforts and ultimately their bottom line. But gathering feedback alone can’t make much of a difference. We need to analyze our feedback to discover insights that inspire us to drive action at our organisations. Enter; Text

Melanie Disse
Melanie Disse
AI & NLP
The touchpoint NPS oxymoron - The likelihood to recommend a brand isn’t built on a single interaction
The touchpoint NPS oxymoron - The likelihood to recommend a brand isn’t built on a single interaction

Traditionally, customer research and insights teams were tasked with capturing the voice of the customer, and generating meaningful insights to inform decision-making and ultimately improve CX. Market research was the easiest way to gather customer feedback strategically, rather than listening to anecdotal stories from sales or contact centre agents. Amongst

Melanie Disse
Melanie Disse
Customer 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