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How Watercare drive customer excellence with VoC and Thematic

How Watercare drive customer excellence with VoC and Thematic
Members Public

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. On a typical day, Aucklanders don’t say much to Watercare. Water as a sector gets taken for granted, with

Alana Dell
Alana Dell
Customer Journeys

Recent posts

Product update: Introducing Labels and Theme Summarization
Product update: Introducing Labels and Theme Summarization
Members Public

Our labels update helps you to get more value from your feedback data, while summarization makes it easier and faster to get insight into how to address an issue.

Thematic
A personal story... We stand with Ukraine
A personal story... We stand with Ukraine
Members Public

Dear friends of Thematic, I want to add some color into the coverage of the war in Ukraine. I was born in Crimea to parents with mixed heritage. My dad is part-Ukrainian and part-German. My mum is part-Ukrainian and part-Russian. I spent my summers with my grandparents in Kryvyi Rih,

Thematic
Review Analysis: How to analyze customer & product reviews
Review Analysis: How to analyze customer & product reviews
Members Public

Product reviews are one of the most comprehensive and useful sources of insider info available, anywhere. These often have gold nuggets that can guide development, troubleshoot new initiatives, and improve customer experience. They provide a helpful benchmark to compare your offerings to the competition, showing both your strong points and

Product Experience
Introducing Chat Analytics - Analyze chat & support conversations in Thematic
Introducing Chat Analytics - Analyze chat & support conversations in Thematic
Members Public

It’s been a couple of months since our last product announcement. We are itching to share a big new release, and share with you some of the other cool product updates that are now live. Introducing Chat Analytics Chat Analytics is now available for Thematic customers! With this new

Thematic
Qualitative Data Analysis: Step-by-Step Guide (Manual vs. Automatic)
Qualitative Data Analysis: Step-by-Step Guide (Manual vs. Automatic)
Members Public

When we conduct qualitative methods of research, need to explain changes in metrics or understand people's opinions, we always turn to qualitative data. Qualitative data is typically generated through: * Interview transcripts * Surveys with open-ended questions * Contact center transcripts * Texts and documents * Audio and video recordings * Observational notes Compared to quantitative

Feedback Analysis
Unleash the power of CX metrics with feedback analytics
Unleash the power of CX metrics with feedback analytics
Members Public

Feedback analytics can unleash the power of CX metrics by telling the “why” behind these scores. Learn how you can benefit from feedback analytics.

Customer Metrics
How to analyze Zendesk tickets & Intercom chats for customer insights
How to analyze Zendesk tickets & Intercom chats for customer insights
Members Public

Wouldn’t it be awesome if you could automatically analyze your support conversations to gain deep, actionable insights? Thematic has just rolled out two new integrations with Zendesk and Intercom. With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on

Product Experience
Community Soundbites: How we effectively share insights with the business
Community Soundbites: How we effectively share insights with the business
Members Public

Each month, Thematic hosts a virtual roundtable for CX & insights professionals within our community. Together, we discuss how we’re seeing this space evolving and swap notes on best practices! Join our community here. This month our members joined the call ready dive into the field of sharing insights. We

Thematic
Why does text analytics have a bad reputation?
Why does text analytics have a bad reputation?
Members Public

Text analytics has been around for dozens of years and several hype cycles. The most recent one, in 2020, is attributed to GPT-3, a proprietary language model. It’s basically a giant black box that costs an estimated $12 million to train. A language model means that if you give

AI & NLP
What Are The Best Qualtrics Competitors And Alternatives?
What Are The Best Qualtrics Competitors And Alternatives?
Members Public

Are you looking for Qualtrics alternatives? Is this because the features are not a good fit? Do you find it difficult to use? Or is the pricing the issue? In this article we’ll analyze the pros and cons of the key Qualtrics competitors to help you decide which is

Customer Experience
Community Soundbites: How to align your CX expectations with business expectations
Community Soundbites: How to align your CX expectations with business expectations
Members Public

Each month, Thematic hosts a virtual roundtable for CX & insights professionals within our community. Together, we discuss how we’re seeing this space evolving and swap notes on best practices! Join our community here. The topic we explored this month was the alignment (or misalignment) between CX professionals expectations for

Customer Experience
How to theme qualitative data using thematic analysis software
How to theme qualitative data using thematic analysis software
Members Public

Become a qualitative theming pro! Creating a perfect code frame is hard, but thematic analysis software makes the process much easier.

AI & NLP