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.
How Watercare drives customer excellence with VoC and Thematic Paid Members Public
When two major storms wreaked havoc on Auckland and Watercare’s infrastructure the utility went through a CX crisis. With a massive influx of calls to their support center, Thematic helped them get insights from this data to forge a new approach to restore services and satisfaction levels.
Reporting ROI of CX: Top 3 Challenges and How to Solve Them Paid 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.
The Customer Experience Cost: How Bad Experiences Cost Your Business Big Money Paid 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.
What is a feedback loop and how does it work? Paid 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.
How will LLMs change Customer Experience? Paid 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.
Scale or fail: Building an infinite customer feedback loop with AI Paid Members Public
Atlassian's Mick Stapleton shares his story of the enrichment and automation of the Atlassian customer experience, and how Thematic made it possible.
Proving the value of your CX programme Paid 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?
Establishing a customer-centric culture at your company Paid 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.