Customer Experience

Read blog articles and stories on how to measure customer experience, how to identify what you need to improve and how to analyze feedback data to understand your customer needs.

Thematic conversational analytics with call centre conversation summarized qualitative and quantitative

How Conversational Analytics Works And How You Can Implement it Members Public

Conversational analytics uses AI to turn customer interactions into real-time insights, improving support, experience, and decision-making.

Tyler Dye
Tyler Dye
AI & Tech

Thematic Analysis: An Overview + Guide Members Public

Explore how thematic analysis can help you uncover valuable insights from qualitative data. Compare manual and AI-driven methods, discover best practices, and see how Thematic software can streamline your analysis process.

Jess Perenara-Wilkinson
Customer Experience
Understanding customer sentiment enables you to make better, data-driven decisions.

Customer Sentiment: How To Analyze & Improve Members Public

Explore how customer sentiment analysis works and the steps and strategies you need to follow to get started.

Alice Longhurst
Alice Longhurst
Customer Experience

5 practical use cases of customer sentiment analysis for NPS Members Public

In our article about why customer sentiment analysis matters, we introduced you to Maya Angelou's famous quote: "People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” We even gave you PwC's findings that 32% of customers would

Agi Marx
Agi Marx
AI & Tech

Customer Experience Analysis: How To Measure & Improve CX Members Public

What to consider when evaluating a customer experience analytics solution, and how to use customer insights.

Jess Perenara-Wilkinson
Customer Experience

Thematic Analysis Software: 5 Top Tools & How It Works Members Public

With AI-driven thematic analysis software, you can generate actionable insights effortlessly. Here’s what you need to know about this method of data analysis tool.

Alyona Medelyan PhD
Alyona Medelyan PhD
AI & Tech

Must Use Chattermill Alternatives & Competitors Members Public

A Chattermill competitor could help your business achieve its goals better and faster – while putting the voice of the customer at the heart of everything

Jess Perenara-Wilkinson
AI & Tech

Who Owns Voice of the Customer (VOC)? Members Public

The answer to the question of who “owns” the voice of the customer (VOC) isn’t as simple as this person or that team. To get the most value from customer feedback, VOC should be integrated and leveraged across your organization to improve customer experience. But that can be hard

Jess Perenara-Wilkinson
Voice of Customer

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