Are you receiving more feedback than you could ever read, let alone summarize? Maybe you’ve used Text Analytics methods to analyze free-form textual feedback?
These methods range from simple techniques like word matching in Excel to neural networks trained on millions of data points.
I can’t deny feeling like channelling Carrie Bradshaw, as I sit in front of my MacBook, feverishly typing this post, sipping on my black coffee and thinking back to past dating experiences. Well, Carrie did not have the luxury of using the plethora of dating apps we do today. She
Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer
Are your surveys not performing well? Are you sending costly surveys but getting little response? Thorough planning is key to executing a successful survey. If you missed our popular webinar "Learn the 4 pillars of successful survey design", catch the recording here.
Over the past few weeks, we've reviewed several Text Analytics approaches to feedback analysis: word spotting in Excel, manual rules, text categorization, and topic modelling. Now, it's time for Thematic Analysis.
Last year, in 2017, my co-founder signed us up for the YCombinator’s Startup School (SUS). 10 weeks later, our lives had changed completely. We were admitted into the YC’s core program, moved to Silicon Valley and were growing faster than we could onboard customers.
This year, YCombinator launched the second Startup
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.
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.
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
This is the 4th article in my series of Text Analytics posts explaining popular approaches to feedback analysis. Last week, we talked about text categorization, a Machine Learning approach that requires training data. We concluded that it can't detect emerging themes in people's feedback and that it's only as accurate