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Steven Plaat

Steven Plaat

San Francisco
Steven lead the marketing team at Thematic. He is passionate about helping companies improve employee and customer experience through sharing insights in webinars, virtual roundtables and content.
4 Posts
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
The true cost of not understanding customer feedback

The true cost of not understanding customer feedback

Last year was a hard one for me!  To reset and recharge, I booked a 2-week retreat in a remote part of Peru.  To get there, I had to take a flight to San Salvador, stay there overnight, board onto another flight, take a boat trip, and then

Steven Plaat
Steven Plaat
Customer Experience
5 Keys to Turn Customer Surveys into Action and Results: Key #1

5 Keys to Turn Customer Surveys into Action and Results: Key #1

Key #1: Let customers talk! (Ask open-ended survey questions)   Companies know that customer feedback matters.  There are more cost-effective (sometimes even free!) services than ever to solicit that feedback. However, too many businesses struggle to turn this feedback into action. In other words, they collect valuable data

Steven Plaat
Steven Plaat
Customer Experience
Thematic Analysis Software: How It Works & Why You Need It

Thematic Analysis Software: How It Works & Why You Need It

You know you need to collect customer feedback. You send out surveys and read reviews. But once you have customer feedback in-hand, what do you do with it? How do you identify common themes in customer responses — and turn that into actionable business insights?   You could spend long

Steven Plaat
Steven Plaat
AI & NLP