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Customer Experience

90 Posts
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

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

Customer Metrics
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
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 choose a survey tool to measure customer experience: the ultimate guide
How to choose a survey tool to measure customer experience: the ultimate guide
Members Public

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

Surveys & Feedback Collection
How to measure customer satisfaction: the complete guide
How to measure customer satisfaction: the complete guide
Members Public

Everyone says they want customers to be satisfied, but what are you actually doing to make customers happy? How do you know if you’re on the right track? How do you know if your customer satisfaction efforts make a difference? Why even aim for customer satisfaction at all? We

Churn & Loyalty
How to super-charge your Qualtrics setup with Thematic & Power BI
How to super-charge your Qualtrics setup with Thematic & Power BI
Members Public

Qualtrics is one of the most well-known and powerful Customer Feedback Management platforms. But even so, it has limitations. We recently hosted a live panel where data analysts from two well-known brands shared their experiences with Qualtrics, and how they extended this platform’s capabilities. Below, we’ll share the

Customer Experience
How Watercare levelled up their insights and CX metrics using Thematic
How Watercare levelled up their insights and CX metrics using Thematic
Members Public

Recently, I hosted a webinar with Priya Thurai, Head of Customer Insights at Watercare NZ. We discussed the integral role customer insights have played in enabling their team to improve how they engage in the community. Today, Watercare continues to use Thematic insights to inform their decision making - driving

Customer Experience