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.
Getting a Dasher sense: How Emma Glazer at DoorDash builds customer understanding Paid 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.
Unleash the power of CX metrics with feedback analytics Paid Members Public
Feedback analytics can unleash the power of CX metrics by telling the “why” behind these scores. Learn how you can benefit from feedback analytics.
Community Soundbites: How we effectively share insights with the business Paid 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
Community Soundbites: How to align your CX expectations with business expectations Paid 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
How to choose a survey tool to measure customer experience: the ultimate guide Paid 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
How to super-charge your Qualtrics setup with Thematic & Power BI Paid 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
How Watercare levelled up their insights and CX metrics using Thematic Paid 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
What customer feedback reveals about memorable frontline experiences Paid Members Public
Recently, I spoke at AskNicely’s virtual Frontline Magic event. I talked about how customer feedback can reveal what is most memorable about a frontline experience. You can watch it here, but I’ve also taken the time to summarise the key takeaways in this post! Intuitively we understand that