Agi Marx
![How to combine science and emotion for customer experience success [video]](/insights/content/images/size/w1378/wordpress/2018/09/blur-bokeh-bright-613321-1.jpg)
If you missed our recent webinar with customer experience expert Maurice Fitzgerald and Alyona Medelyan, CEO of Thematic, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score. Alyona talked to Maurice about
Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In this post,
As a business leader, you want a high performing team that is there no matter what. Needs no drilling, committed to the job, and constantly learning and improving. Many leaders, regardless of industry, would agree that having the right attitude is more important than technical skills, in a lot of
![My greatest learnings from 10 years leading customer experience at HP, by Maurice FitzGerald [video]](/insights/content/images/size/w1378/wordpress/2018/08/adult-bags-beautiful-919453.jpg)
If you missed our webinar with customer experience expert Maurice FitzGerald, catch the recording here. He shares his greatest learnings from his 10 years at HP as CX lead. He’ll also go through how to properly structure a successful CX project and you’ll learn other tidbits too! You’
We’re very excited to be one of the sponsors of the 5th Annual Digital Customer Experience Strategies Summit [http://bit.ly/2KRypfG] on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. Thematic’s very own Dr. Alyona Medelyan is also speaking at the event, along
Recently we spoke to Customer Experience (CX) legend Maurice Fitzgerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer experience strategy and Net Promoter Score, and global keynote speaker. These are the highlights from our webinar with Maurice, “How to combine science
A great example of a company who has transitioned from time-consuming, manual customer feedback analysis to AI-powered, fast text analytics, practically in no time, is Greyhound. Greyhound is the well-known bus transportation network, with services across the United States, Canada and Mexico. We spoke with Matthew Schoolfield, the Manager for
We’ve used the AI powers of Thematic to see whether we can find any juicy insights in customer feedback, and here’s what we found. We’ve analyzed 16335 publicly available online reviews for 4 brands which often come to mind when thinking “luxury, global fashion brands”: Louis Vuitton
![Customer-centric leadership - Lessons from Jeanne Bliss [video]](/insights/content/images/size/w1378/wordpress/2018/07/Alyona-Jeanne-grey-fixed-Typo2.png)
If you missed our webinar “Customer-centric leadership – Lessons from Jeanne Bliss, catch the recording here! Who’s doing the talking? * Jeanne Bliss, CEO, Customer Bliss: She’s not only driven a 95% loyalty rate at Land’s End and Microsoft, but also written successful books including “Chief Customer Officer 2.
You may have heard of Art.com; the online e-commerce platform that brings easily accessible, top-notch art to everyone. The company has gone through a lot of changes recently, in a short amount of time. Being tasked with upgrading the quality of their consumer insights, and the way Art.com
It’s always inspiring to hear how our Thematic clients are able to leverage insights derived from analyzing customer feedback. I’d like to share with you the story of how Melodics got some pretty big Aha! moments when they started digging deeper into their feedback data. Melodics Music is
![5 practical ways to influence managers for Voice of Customer success [video]](/insights/content/images/size/w1378/wordpress/2018/06/shutterstock_273080864-e1528171862342.jpg)
If you missed our popular webinar on 5 Practical Ways to Influence Managers for VOC Success, catch the recording here! In this webinar recording, we go through 5 essential and practical tools, see below for more info. You’ll learn: * How to speak in your stakeholders’ language to make your