Blog

The 3 Biggest Challenges Facing CX Teams In 2019

Earlier this month I attended the CXPA conference in Salt Lake City. CXPA or the Customer Experience Professionals Association is an organization dedicated to cultivating the CX profession. Check them out. The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners. As a first time attendee, I was exposed to the challenges that modern CX teams are facing. Such as: proving customer experience ROI scaling…

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Four Ways Insurers can Leverage AI Powered Text Analytics

Thematic participated in the OnRamp Insurance Conference in snowy Minneapolis last month. The event brought together some of nations premier insurers, investors and startups to discuss innovation occurring in fin-tech and insure-tech. Many of the insurance providers have even established corporate venture capital arms to invest in the technology and service companies that enhance insurance buying, underwriting, and claims. During the event, Thematic met with many insurers who were ready to use AI/ML to help…

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How To Perform Churn Analysis – [Free Guide & Templates]

“We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. Since I co-founded customer feedback company Thematic, friends who work on software products often ask me how to effectively use feedback to identify, fix and prevent customer churn. I can relate, churn is what hurts founders the most! In this post we describe how you can use your customer feedback surveys to perform churn…

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How top YC companies use customer insights to drive product roadmap

Interview with Arianna McClain, Director of UX at Cruise Alyona: Arianna, you’ve had an amazing career in such a short time. You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. How did you get into this exciting field? Arianna: How did I get here? It was definitely accidental. When I grew up, I really thought only three careers existed. I thought I…

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The Untold Love Story Between Churn and Customer Feedback Loops

Customer churn can be a nightmare for your business, but controlling it is key to the long-term survival of your business. Why? Because repeat customers lead to higher profits for your business as they are associated with higher sales. As a matter of fact, according to the Harvard Business Report, only a 5% increase in your customer retention rates, enhances a 25% to 95% rise in your business profits. Furthermore, a study by the CMO…

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The dreaded email survey: get your customers to respond

These days we have a tendency to talk at each other, instead of to each other. Think social media. There are a whole lot of voices out there screaming into the void. A social media monitoring company, Sysomos, looked at 1.2 billion tweets back in 2010 and found that 71% got no reaction. 23% of those tweets comprised @replies – or responses other than retweets. In the race to continually churn out more and more information, it’s…

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Customer Journey Management – it’s not just about the mapping!

As with any profession, customer experience is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’. There is no one way of doing anything when it comes to Customer Experience.

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Commercializing AI research: Lessons learned and Thematic’s journey

– “Hey, aren’t you the creator of Maui?”– A few months ago, someone I didn’t know approached me at O’Reilly’s AI conference. – “Yes, I am”, I said, excited that someone still remembered my project, and a little sad too… It’s been almost 10 years since I’ve published Maui’s open-source code repository at the end of my PhD, and approximately 5 years since I stopped participating in its community forum. This is a story of…

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Customer Experience Update