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 to discover and prioritize improvement initiatives for your CX and product Paid Members Public
What is the secret to achieving more with less? As you and I well know, it’s all about working on the right things. However, so much resource is dedicated to building the wrong things. Software companies are notoriously bad at this. Pendo.io analyzed usage data collected by SaaS
4 Tips For Creating A VoC Program That Can Measure CX Success Paid Members Public
CX (Customer Experience) has become a bit of a buzzword, which is fantastic! More and more businesses are recognizing the importance of two things: 1. Understanding the customers' experience. 2. Implementing a customer centric mindset throughout the organization. As I mentioned in my last article (CX vs CS), improving CX
Text Analytics Software – How to unlock the drivers behind your performance Paid Members Public
Many organisations, large or small, gather customer feedback to improve their CX efforts and ultimately their bottom line. But gathering feedback alone can’t make much of a difference. We need to analyze our feedback to discover insights that inspire us to drive action at our organisations. Enter; Text Analytics
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