Customer Experience
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?
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.
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?
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.
How can you stay relevant in a competitive market - especially one under the pressure of a recession? By listening to your customers.
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.
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.
NPS, CSAT, CES...it doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer
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
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
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
You have decided to collect feedback from your customers via a survey tool. Or, you might be looking for a new survey tool, because you are unhappy with your current setup. There's no shortage of survey solutions and customer feedback management platforms. If anything, there are too many options to