Jess Perenara-Wilkinson

Focus on critical Voice of Customer issues - do more with less

Text Categorization Demystified: Does It Really Deliver on Advanced Analytics? (Part 3/5)

My greatest learnings from 10 years leading customer experience at HP, by Maurice FitzGerald [video]

Thematic is sponsoring the Digital Customer Experience Strategies Summit 2018

Manual Rules for Text Analytics: Why They Often Miss the Mark (Part 2/5)

How to combine science and emotion for Customer Experience success

Word Spotting for Text Analytics: Quick & Dirty (But When Does It Fail?) (Part 1/5)

How Greyhound reduces analytics time tenfold with Thematic Text Analytics

3 learnings from the deep learning for sentiment analysis workshop

Deep-dive into customer feedback for 4 luxury brands – what can they improve?

How to tell your Voice of Customer story with pattern discovery

Customer-centric leadership - Lessons from Jeanne Bliss [video]

How to make your life easier, as a consumer insights professional

Melodics' Big Aha! Moments through Analyzing Customer Feedback

5 practical ways to influence managers for Voice of Customer success [video]

Open Ended Survey Questions: How to Code & Analyze for Insights

How to leverage AI to improve your Customer Experience [video]

Motivate stakeholders for VOC using customer lifetime value

How to influence managers for Voice of Customer: speak in your stakeholder’s language

3 key drivers of customer satisfaction, according to David Raab

Why focus on customer retention vs. customer acquisition?

What makes a Scotch top notch? - Thematic analyzes 1000 tasting notes of distilled spirits

4 best practice examples of customer retention

4 steps to customer survey design – everything you need to know

5 benefits of using chatbots for customer experience

2 things your business needs to support customer retention

Top 5 tips to prevent customer churn from keeping you up at night

The top everyday AI analytics you need to know

10 insider customer experience tips according to Shep Hyken

6 ways to customer retention - with the least effort, most impact

Why US airlines rank best or worst, according to passengers

The rise of AI: how businesses have leveraged AI text analytics to grow in 2018 and beyond

How to use prescriptive analytics to improve your customer relationships

12 big mistakes when collecting and analyzing customer feedback

The case for making customer experience a business priority

What we learned from analyzing 350K customer reviews of major fashion brands

Real-world examples of AI analytics in action

Artificial Intelligence (AI) and Customer Experience in the limelight

3 ways Artificial Intelligence and Machine Learning improve CX

Annette Franz shares her 7 deadly sins of customer experience

Thematic is taking part in YCombinator!

3 best practices for coding open-ended questions

The Kano Model - guest post by Michael D. Lieberman

Customer experience insights with Jeremy Watkin, Customer Service Leader at FCR

Visualizing customer feedback: 3 alternatives to word clouds

The ultimate guide to NPS: how the Net Promoter Score helps you [+case studies]

8 steps to perform an effective Net Promoter Score analysis

Guest interview: Sean Hawkins, Customer Service Leader & Speaker

Why you should never tell the customer “no”, says Richard Shapiro

Why you need to mine positive scores for negative themes

What is customer sentiment analysis and why should your business care?

Sarcasm in customer feedback – how common is it?

Emotional analysis of customer feedback – the missing link

The 5 major faults of word clouds

Why word clouds harm insights

Actionable insights: can data analysis software deliver them?

8 natural language processing (NLP) examples you use every day

Top 3 reasons why most NLP fails

5 reasons to choose text analytics to find meaningful insights

5 lessons from the Customer Experience Asia Summit

The rise and fall of open-ended questions

Accuracy study - coding open-ended questions in a Net Promoter Score survey

Key take-aways from sentiment analysis symposium 2016

Why most customer feedback analysis tools suck and how to fix this

7 NLP must-haves for customer feedback analysis

How to measure accuracy of coding survey responses

5 practical use cases of customer sentiment analysis for NPS

Jess Perenara-Wilkinson

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Jess Perenara-Wilkinson

Qualtrics XM Discover vs Thematic: How To Use Them

Customer Experience Analysis: How To Measure & Improve CX

Voice of Customer Examples: How Different Industries Use VoC Insights

Top Medallia Alternatives & Competitors (And What They’re Best At)

Who Owns Voice of the Customer (VOC)?

Best Generative AI User Research Tools: According to OpenAI’s Head of Research

Ready to see what customer intelligence is supposed to feel like?

Jess Perenara-Wilkinson

Browse all

Jess Perenara-Wilkinson

Qualtrics XM Discover vs Thematic: How To Use Them

Customer Experience Analysis: How To Measure & Improve CX

Voice of Customer Examples: How Different Industries Use VoC Insights

Top Medallia Alternatives & Competitors (And What They’re Best At)

Who Owns Voice of the Customer (VOC)?

Best Generative AI User Research Tools: According to OpenAI’s Head of Research

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