How to create a positive employee experience for women in tech Paid Members Public
What does it cost to a business to lose an employee? Experts share that for an entry-level role, it's 50% of salary. For an executive role, it's 200% of salary. Today, companies fight to attract a diverse and high-performing team. They want to create a positive employee experience and an
How Watercare levelled up their insights and CX metrics using Thematic Paid Members Public
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
How AI-based feedback analytics powers growth at Atom bank Paid Members Public
Recently, I joined a webinar with Michael Sherwood, Head of Digital Experience at Atom bank. Together, we discussed their mission to create a differentiated and customer-centric banking experience. Having been a customer of Thematic for over 3 years, the insights they’ve gained with us have been integral to their
What customer feedback reveals about memorable frontline experiences Paid Members Public
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
How we use our own platform and Chrome extension to centralize & analyze feedback Paid Members Public
Customer feedback doesn't have all the answers. But it has critical insights for strategy and prioritization. Thematic is a B2B SaaS company. We aren't swimming in feedback. Every piece of feedback counts. Collecting and analyzing this feedback requires a different approach. We receive feedback from many places: * our in-product NPS
Customer feedback analysis: How to analyze and act on feedback Paid Members Public
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. It’s too hard to read through all those
What GPT-3 means for Customer Feedback Analysis Paid Members Public
What is GPT-3 exactly? And what does this new AI model mean for customer feedback analysis?
Should you buy an integrated solution, best-in-breed, or build in house? Paid Members Public
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? Should we go out to different vendors and source separately? Or, should we build it in-house, and make it
