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Customer Experience

85 Posts
Unleash the power of CX metrics with feedback analytics
Unleash the power of CX metrics with feedback analytics

NPS, CSAT, CES...it doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer

Customer Metrics
Community Soundbites: How we effectively share insights with the business
Community Soundbites: How we effectively share insights with the business

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. This month our members joined the call ready dive into the field of sharing insights.

Thematic
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

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

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

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

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

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

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

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

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

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

AI & NLP