The Beginner's Guide to Customer Experience Analytics
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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.
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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
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
![How To Perform Churn Analysis - [Free Guide & Templates]](/insights/content/images/size/w1378/wordpress/2019/04/shutterstock_1562570932-1.jpg)
“I need a churn analysis! 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 churn analysis to identify, fix
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
Customer churn can be a nightmare, 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.
Take a look at some of the best practices for customer inquiry and learn how to take action on what you hear.
These days we have a tendency to talk ateach 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%
The idea of customer satisfaction surveys originated with good intent. Businesses wanted to know how their customer’s felt so they could make things better. Unfortunately, somewhere along the way, things went wrong. Now, customers are surveyed incessantly. Some companies hound their buyers for responses after every interaction and then