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.
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.
4 tips to mature your VoC programme Paid Members Public
Having a VoC programme is not just listening to customers and monitoring performance. A mature programme enables you to continuously improve, driving business performance in return. So how do you move up the maturity curve?
Embracing red metrics: putting the focus on actionable analytics Paid Members Public
Red metrics provide incredibly valuable insights from your CX and operational data. But we’re conditioned to think that success equals a green scorecard. Here's how to put the focus back on what really matters.
Why listening to customers matters in a recession Paid Members Public
How can you stay relevant in a competitive market - especially one under the pressure of a recession? By listening to your customers.
Solving for the whole customer experience: Ant Marty from Instacart Paid Members Public
Instacart has four distinct types of customers: their end consumers, personal shoppers, retailers, and the companies advertising on their platform. Hear from Ant Marty about how she uses Thematic to solve for Instacart's whole customer experience.
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.