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Customer Experience

78 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
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
The 4 biggest challenges insights & analytics professionals are facing right now (with solutions)
The 4 biggest challenges insights & analytics professionals are facing right now (with solutions)

Some companies are seeing massive growth as a result of COVID-19. This brings its own set of challenges and opportunities for customer insights & analytics leaders.  One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect

Steven Plaat
Steven Plaat
Customer Experience
Tips for Customer Experience practitioners during the COVID-19 pandemic
Tips for Customer Experience practitioners during the COVID-19 pandemic

The world has now recognised and is starting to see the devastating impact that COVID-19 (or Coronavirus) will have on the lives of many.  I live in New Zealand and at the time of writing this we have only 28 confirmed cases of Coronavirus. Despite this, businesses here are

Tyler Dye
Tyler Dye
Customer Experience
The true cost of not understanding customer feedback
The true cost of not understanding customer feedback

Last year was a hard one for me!  To reset and recharge, I booked a 2-week retreat in a remote part of Peru.  To get there, I had to take a flight to San Salvador, stay there overnight, board onto another flight, take a boat trip, and then

Steven Plaat
Steven Plaat
Customer Experience
Calculating the ROI of CX: Complete Guide 2020 [Includes Spreadsheets]
Calculating the ROI of CX: Complete Guide 2020 [Includes Spreadsheets]

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. We’ve also created spreadsheets

Alyona Medelyan PhD
Alyona Medelyan PhD
AI & NLP
Finding Product Insights in App Reviews: Chase vs. Simple Bank Apps
Finding Product Insights in App Reviews: Chase vs. Simple Bank Apps

I rarely visit a bank in person, but I use my bank’s website every week. I’m sure I’m not alone, and often wonder why every banking website I’ve used feels like the equivalent of walking into a building with torn carpet, flickering lighting, and a

Nigel Warren
Nigel Warren
Customer Experience