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.
Removing the 'Pebble' to Reduce Customer Experience Friction Points Paid Members Public
Uncover the hidden "pebbles" eroding your customer experience. Learn how to use customer feedback and analytics to identify and remove friction points, boost loyalty, and engineer effortless experiences. Discover 7 strategies for proactive CX improvement.
The Beginner's Guide to Customer Experience Analytics Paid Members Public
Customer Experience Analytics (CXA) is key to understanding why customers buy or churn. This guide will help you use your use customer data to get insights and understanding to drive better business decisions and improve revenue.
Ecommerce Voice of Customer: A Comprehensive Guide Paid Members Public
The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. They’re buying less, then suddenly not buying at all. What’s happening? You’re not face-to-face with these customers, so you need a way
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.
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.
