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.
Focus on critical Voice of Customer issues - do more with less Paid Members Public
How do you focus on just the critical issues when you’re analyzing VOC insights? Here, we look at the Pareto principle. This is part 4 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona
My greatest learnings from 10 years leading customer experience at HP, by Maurice FitzGerald [video] Paid Members Public
If you missed our webinar with customer experience expert Maurice FitzGerald, catch the recording here. He shares his greatest learnings from his 10 years at HP as CX lead. He’ll also go through how to properly structure a successful CX project and you’ll learn other tidbits too! You’
How to combine science and emotion for Customer Experience success Paid Members Public
Recently we spoke to Customer Experience (CX) legend Maurice Fitzgerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer experience strategy and Net Promoter Score, and global keynote speaker. These are the highlights from our webinar with Maurice, “How to combine science
How Greyhound reduces analytics time tenfold with Thematic Text Analytics Paid Members Public
A great example of a company who has transitioned from time-consuming, manual customer feedback analysis to AI-powered, fast text analytics, practically in no time, is Greyhound. Greyhound is the well-known bus transportation network, with services across the United States, Canada and Mexico. We spoke with Matthew Schoolfield, the Manager for
How to tell your Voice of Customer story with pattern discovery Paid Members Public
Here, we’ll give some examples of how to tell the story of your VOC compellingly to your stakeholders that you are trying to influence, to ensure you have a successful VOC programme. This is part 3 of our blog series from our webinar “5 practical ways to influence managers
Customer-centric leadership - Lessons from Jeanne Bliss [video] Paid Members Public
If you missed our webinar “Customer-centric leadership – Lessons from Jeanne Bliss, catch the recording here! Who’s doing the talking? * Jeanne Bliss, CEO, Customer Bliss: She’s not only driven a 95% loyalty rate at Land’s End and Microsoft, but also written successful books including “Chief Customer Officer 2.
Melodics' big Aha! moments through analyzing customer feedback Paid Members Public
It’s always inspiring to hear how our Thematic clients are able to leverage insights derived from analyzing customer feedback. I’d like to share with you the story of how Melodics got some pretty big Aha! moments when they started digging deeper into their feedback data. Melodics Music is
5 practical ways to influence managers for Voice of Customer success [video] Paid Members Public
If you missed our popular webinar on 5 Practical Ways to Influence Managers for VOC Success, catch the recording here! In this webinar recording, we go through 5 essential and practical tools, see below for more info. You’ll learn: * How to speak in your stakeholders’ language to make your