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Removing the 'Pebble' to Reduce Customer Experience Friction Points

Removing the 'Pebble' to Reduce Customer Experience Friction Points
Members Public

Uncover the hidden "pebbles" eroding your customer experience. Learn how to use customer feedback and analytics to identify and remove friction points, boost loyalty, and engineer effortless experiences. Discover 7 strategies for proactive CX improvement.

Aphinya Dechalert
Aphinya Dechalert
Churn & Loyalty

Recent posts

Removing the 'Pebble' to Reduce Customer Experience Friction Points
Removing the 'Pebble' to Reduce Customer Experience Friction Points
Members Public

Uncover the hidden "pebbles" eroding your customer experience. Learn how to use customer feedback and analytics to identify and remove friction points, boost loyalty, and engineer effortless experiences. Discover 7 strategies for proactive CX improvement.

Churn & Loyalty
How To Build Your Own Feedback Analysis Solution
How To Build Your Own Feedback Analysis Solution
Members Public

Plus learnings from talking to 1700+ insights & research experts over the past 8 years At Thematic, we’ve spent years designing and developing our customer feedback analysis platform. While I’d love for everyone to be using ours, I understand that you might have the resources and the time to

AI & NLP
My Take on Qualtrics X4 2024 and the AI announcements
My Take on Qualtrics X4 2024 and the AI announcements
Members Public

Qualtrics X4 Summit is the most attended customer and employee experience event. Close to ten thousand people join Qualtrics X4 each year in Salt Lake City. To be honest, I regret not adding it to my “conference circuit” sooner. This was my second time, and again it’s definitely been

Transparency vs. Black Box AI: Navigating the Landscape of Feedback Analysis
Transparency vs. Black Box AI: Navigating the Landscape of Feedback Analysis
Members Public

The AI that most companies use today is basically a black box. When it comes to making business decisions, how well do we need to understand 'the decision maker behind the curtain?' We explore how to check if AI makes the right decisions to improve products, services and experiences.

AI & NLP
The Beginner's Guide to Customer Experience Analytics
The Beginner's Guide to Customer Experience Analytics
Members Public

Customer Experience Analytics (CXA) is key to understanding why customers buy or churn. This guide will help you use your use customer data to get insights and understanding to drive better business decisions and improve revenue.

Customer Experience
Ecommerce Voice of Customer: A Comprehensive Guide
Ecommerce Voice of Customer: A Comprehensive Guide
Members Public

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. They’re buying less, then suddenly not buying at all. What’s happening? You’re not face-to-face with these customers, so you need a way

Customer Experience
How Watercare drives customer excellence with VoC and Thematic
How Watercare drives customer excellence with VoC and Thematic
Members Public

When two major storms wreaked havoc on Auckland and Watercare’s infrastructurem the utility went through a CX crisis. With a massive influx of calls to their support center, Thematic helped them get inisghts from this data to forge a new approach to restore services and satisfaction levels.

Customer Journeys
Reduce Customer Churn with the Voice of the Customer (VoC)
Reduce Customer Churn with the Voice of the Customer (VoC)
Members Public

A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. The consequence? Churn –  lost revenue, tarnished reputation, and wasted effort.

Churn & Loyalty
Product Update - Exporting data, Auditing Answers and More
Product Update - Exporting data, Auditing Answers and More
Members Public

Our product team have been super busy shipping new features and updates! We’re on a mission to give you greater access to and control over your data, including exporting custom tables in a csv file, pre-cleaning data and auditing the use of Answers. Read on to get the details,

Thematic
Lendingtree: transforming the loan market experience with Thematic insights
Lendingtree: transforming the loan market experience with Thematic insights
Members Public

Back in 1996, Doug Lebda struggled to manually compare mortgage offers while searching for a home in Pittsburg. It was a classic problem of battling to make a decision because it was difficult to access and compare information. He decided to create an online marketplace for loans to solve the

Reporting ROI of CX: Top 3 Challenges and How to Solve Them
Reporting ROI of CX: Top 3 Challenges and How to Solve Them
Members Public

What steps can you take to measure the ROI of Customer Experience improvements? identifying the challenges to ROI reporting will make it easier to consistently report on the impact of CX projects. Whatever the context.

Customer Experience
The Customer Experience Cost: How Bad Experiences Cost Your Business Big Money
The Customer Experience Cost: How Bad Experiences Cost Your Business Big Money
Members Public

Friction in customer experience can lead to churn and lower transaction spend. Discover how to use Voice of the Customer data and technology to identify CX enhancements that drive sales growth, while reducing costs.

Customer Experience