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Recent posts

Customer feedback analysis: How to analyze and act on feedback

Customer feedback analysis: How to analyze and act on feedback

Have you ever left feedback as a customer yourself? Your star rating or a satisfaction score will tell how you feel, but it's your comment that will explain why. Unfortunately, while most businesses collect feedback, they do not analyze text comments. Often feedback isn’t actionable. It’s too hard

Alyona Medelyan PhD
Alyona Medelyan PhD
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
What the latest AI model GPT-3 means for Customer Feedback Analysis

What the latest AI model GPT-3 means for Customer Feedback Analysis

What is GPT-3 exactly? And what does this new AI model mean for customer feedback analysis?

Alyona Medelyan PhD
Alyona Medelyan PhD
AI & NLP
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
What is Deep Learning? A brief history, and what it means for the future

What is Deep Learning? A brief history, and what it means for the future

At Thematic, we have a dedicated research team that is always innovating to bring you the most accurate sentiment and thematic analysis. Solving this difficult task requires in-depth understanding of both the problem of customer feedback analysis and the relevant advances in technology. This article is a glimpse into one

Rob Dumbleton
Rob Dumbleton
AI & NLP
Should you buy an integrated solution, best-in-breed, or build in house?

Should you buy an integrated solution, best-in-breed, or build in house?

Being a business owner myself, and speaking to other team leads, I know that there is always this question: When we buy new software, should we buy an all-in-one, integrated solution? Or, should we go out to different vendors and source separately? Or, should we build it in-house, and make

Alyona Medelyan PhD
Alyona Medelyan PhD
Thematic
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
The Zoom Boom: Zoom's market transformation and what the user feedback is saying

The Zoom Boom: Zoom's market transformation and what the user feedback is saying

At the beginning of 2020, Zoom was a promising video telephony company with niche markets in business and higher education and a solid bank account thanks to a successful IPO. By May, its market capitalization was greater than those of the world’s seven top airlines combined. As the

Alyona Medelyan PhD
Alyona Medelyan PhD
Product 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
Thriving During COVID-19: 10 Practical Tips from a Clinical Psychologist

Thriving During COVID-19: 10 Practical Tips from a Clinical Psychologist

Three weeks ago, my family of four was on it’s fifth day of self isolation due to Covid-19. The terrible news from Italy started to appear and the first positive cases recorded among San Francisco Bay residents. I was refreshing my Twitter compulsively.  I kept asking myself: What should

Alyona Medelyan PhD
Alyona Medelyan PhD
Thematic
Product Feedback: Ultimate Guide - How to Gather, Analyze & Share

Product Feedback: Ultimate Guide - How to Gather, Analyze & Share

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. In this guide Introduction Part 1: Different types of product feedback and how you can benefit from them Part 2: How to improve your product feedback strategy Part 3: Analyzing product feedback

Alyona Medelyan PhD
Alyona Medelyan PhD
Feedback Analysis