AI & NLP
What the latest AI model GPT-3 means for Customer Feedback Analysis
What is GPT-3 exactly? And what does this new AI model mean for customer feedback analysis?
Text Analytics Software – How to unlock the drivers behind your performance
Many organisations, large or small, gather customer feedback to improve their CX efforts and ultimately their bottom line. But gathering feedback alone can’t make much of a difference. We need to analyze our feedback to discover insights that inspire us to drive action at our organisations. Enter; Text
What is Deep Learning? A brief history, and what it means for the future
At Thematic, we have a dedicated research team that is always innovating to bring you the most accurate sentiment and thematic analysis. Solving this difficult task requires in-depth understanding of both the problem of customer feedback analysis and the relevant advances in technology. This article is a glimpse into one
What is Unified Data Analytics and why should you care?
Before we get into the nitty gritty detail of Unified Data Analytics, let’s remind ourselves of the cautionary tale of a pioneer of the Internet… Have you ever heard of Netscape? This company, which created one of the first web browsers, is most famous for its downfall:
How To Build Your Own Feedback Analysis Solution
At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. While I’d love for everyone to be using ours, I understand that you might have the resources, time and the data required to build one in-house. There are benefits to building vs.
How accurate is Thematic at analyzing customer feedback?
In discussions with potential clients, we always hear the question, “How accurate is Thematic?” This question usually comes up for two reasons: “I’ve been doing the analysis myself. I don’t want to compromise the accuracy when handing this task over to an automated solution.” “I realize that
![Calculating the ROI of CX: Complete Guide 2020 [Includes Spreadsheets]](/insights/content/images/size/w1378/wordpress/2019/08/shutterstock_554039128-1.jpg)
Calculating the ROI of CX: Complete Guide 2020 [Includes Spreadsheets]
This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. We’ve also created spreadsheets
Coding Qualitative Data: How to Code Qualitative Research (Updated 2020)
Authored by Alyona Medelyan, PhD – Natural Language Processing & Machine Learning How many hours have you spent sitting in front of Excel spreadsheets trying to find new insights from customer feedback? You know that asking open-ended survey questions gives you more actionable insights than asking your customers for just
Thematic Analysis Software: How It Works & Why You Need It (2020)
Most likely, you landed in this blog because you have too much feedback to analyze. You sent out a survey or collected reviews or other form of free-text feedback. Now that you have this feedback in-hand, what do you do with it? How can you identify common themes in responses?
Vodafone: transforming customer experience with Thematic insights
Vodafone New Zealand has measured Touchpoint Net Promoter Score (TNPS) for many years. Three years ago, Vodafone Group migrated to an established Voice-of-the-Customer platform and Vodafone New Zealand was a key pilot market. In 2018 the company set an ambitious goal to significantly increase Touchpoint NPS across all customer-facing teams.
How to get meaningful, actionable insights from customer feedback - 3 examples
Do you gather vast amounts of customer feedback but don’t quite know how to get actionable, meaningful insights from it? You know the ones, insights that would help to influence your customer experience and overall business strategy. If you keep analyzing your feedback but are still unsure how to
Why invest in 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. (In this post,