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.
The touchpoint NPS oxymoron - The likelihood to recommend a brand isn’t built on a single interaction Paid Members Public
Traditionally, customer research and insights teams were tasked with capturing the voice of the customer, and generating meaningful insights to inform decision-making and ultimately improve CX. Market research was the easiest way to gather customer feedback strategically, rather than listening to anecdotal stories from sales or contact centre agents. Amongst
Must-Have Features in Feedback Analysis Software Paid Members Public
Feedback analysis is a deceivingly hard problem to solve, and very few solutions are truly great. In this guide, we’ll help you differentiate those who over-promise from those who actually deliver.
The 4 biggest challenges insights & analytics professionals are facing right now (with solutions) Paid Members Public
Some companies are seeing massive growth as a result of COVID-19. This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share
Tips for Customer Experience practitioners during the COVID-19 pandemic Paid Members Public
The world has now recognised and is starting to see the devastating impact that COVID-19 (or Coronavirus) will have on the lives of many. I live in New Zealand and at the time of writing this we have only 28 confirmed cases of Coronavirus. Despite this, businesses here are already
The true cost of not understanding customer feedback Paid Members Public
Last year was a hard one for me! To reset and recharge, I booked a 2-week retreat in a remote part of Peru. To get there, I had to take a flight to San Salvador, stay there overnight, board onto another flight, take a boat trip, and then walk for
Calculating the ROI of CX: Complete Guide 2024 [Includes spreadsheets] Paid Members Public
A complete and comprehensive guide to help you calculate the ROI of CX and prove the value of CX & NPS to executive teams. A customer experience ROI guide.
Finding Product Insights in App Reviews: Chase vs. Simple Bank Apps Paid Members Public
I rarely visit a bank in person, but I use my bank’s website every week. I’m sure I’m not alone, and often wonder why every banking website I’ve used feels like the equivalent of walking into a building with torn carpet, flickering lighting, and a couple
Why customer feedback is critical for digital transformation in 2020 Paid Members Public
Digital transformation is one of those terms that has been taking the corporate world by storm for the past years. Like it or hate it, it’s here to stay. Here is proof from Google trends showing the growing popularity of the search term “digital transformation”: There are some great
