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Customer Experience

97 Posts
Top 3 Challenges of Reporting ROI in Customer Experience (CX) and How to Solve Them
Top 3 Challenges of Reporting ROI in Customer Experience (CX) and How to Solve Them
Members Public

What steps can you take to measure the ROI of Customer Experience improvements? identifying the challenges to ROI reporting will make it easier to consistently report on the impact of CX projects. Whatever the context.

Customer Experience
How Bad Customer Experiences Cost Your Business Big Money
How Bad Customer Experiences Cost Your Business Big Money
Members Public

Friction in customer experience can lead to churn and lower transaction spend. Discover how to use Voice of the Customer data and technology to identify CX enhancements that drive sales growth, while reducing costs.

Customer Experience
What is a feedback loop and how does it work?
What is a feedback loop and how does it work?
Members Public

Feedback loops help businesses to understand their customers' needs better and make informed decisions to improve customer experience. Here's a quick breakdown.

Customer Experience
How will LLMs change Customer Experience?
How will LLMs change Customer Experience?
Members Public

If you work in customer experience (CX), this article is for you. Explore how LLMs are poised to make a radical difference in CX and beyond.

AI & NLP
Proving the value of your CX programme
Proving the value of your CX programme
Members Public

CX programmes add value to all areas of the business - and existing ROI calculators are seldom able to offer a balanced perspective. So how can you prove the value of your CX programme?

Customer Experience
Establishing a customer-centric culture at your company
Establishing a customer-centric culture at your company
Members Public

A customer experience/voice of customer programme is essential for establishing a customer-centric culture at your company. Here's how to get it right.

Customer Experience
4 tips to mature your VoC programme
4 tips to mature your VoC programme
Members Public

Having a VoC programme is not just listening to customers and monitoring performance. A mature programme enables you to continuously improve, driving business performance in return. So how do you move up the maturity curve?

Customer Experience
Embracing red metrics: putting the focus on actionable analytics
Embracing red metrics: putting the focus on actionable analytics
Members Public

Red metrics provide incredibly valuable insights from your CX and operational data. But we’re conditioned to think that success equals a green scorecard. Here's how to put the focus back on what really matters.

Customer Experience
Why listening to customers matters in a recession
Why listening to customers matters in a recession
Members Public

How can you stay relevant in a competitive market - especially one under the pressure of a recession? By listening to your customers.

Customer Experience
Solving for the whole customer experience: Ant Marty from Instacart
Solving for the whole customer experience: Ant Marty from Instacart
Members Public

Instacart has four distinct types of customers: their end consumers, personal shoppers, retailers, and the companies advertising on their platform. Hear from Ant Marty about how she uses Thematic to solve for the whole customer experience.

Customer Experience
Getting a Dasher sense: How Emma Glazer at DoorDash builds customer understanding
Getting a Dasher sense: How Emma Glazer at DoorDash builds customer understanding
Members Public

As a marketing director at America’s largest online food delivery company, Emma is on a quest to understand what matters most to the DoorDash delivery drivers – or dashers – who are her customers.

Customer Experience
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