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.

Use feedback data to measure the impact of your CX initiatives, and drive growth.

Calculating the ROI of CX: Complete Guide 2024 [Includes spreadsheets] 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.

Alyona Medelyan PhD
Alyona Medelyan PhD
AI & Tech

Finding Product Insights in App Reviews: Chase vs. Simple Bank Apps 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

Nigel Warren
Nigel Warren
Customer Experience

Why customer feedback is critical for digital transformation in 2020 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

Alyona Medelyan PhD
Alyona Medelyan PhD
Customer Experience

How to get CX buy-in from decision makers to truly improve CX: Report surveying 150 CX professionals Members Public

Getting CX buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? Which

Alyona Medelyan PhD
Alyona Medelyan PhD
Customer Experience

5 Keys to Turn Customer Surveys into Action and Results: Key #1 Members Public

Key #1: Let customers talk! (Ask open-ended survey questions) Companies know that customer feedback matters. There are more cost-effective (sometimes even free!) services than ever to solicit that feedback. However, too many businesses struggle to turn this feedback into action. In other words, they collect valuable data — then do nothing

Steven Plaat
Steven Plaat
Customer Experience

The 3 Biggest Challenges Facing CX Teams In 2019 Members Public

Earlier this month I attended the CXPA conference in Salt Lake City. CXPA or the Customer Experience Professionals Association is an organization dedicated to cultivating the CX profession. Check them out. The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and

Edward Hu
Edward Hu
Customer Experience

Four Ways Insurers can Leverage AI Powered Text Analytics Members Public

Thematic participated in the OnRamp Insurance Conference in snowy Minneapolis last month. The event brought together some of nations premier insurers, investors and startups to discuss innovation occurring in fin-tech and insure-tech. Many of the insurance providers have even established corporate venture capital arms to invest in the technology and

Edward Hu
Edward Hu
Customer Experience

How To Perform Churn Analysis - [Free Guide & Templates] Members Public

“I need a churn analysis! We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. Since I co-founded customer feedback company Thematic, friends who work on software products often ask me how to effectively use churn analysis to identify, fix

Alyona Medelyan PhD
Alyona Medelyan PhD
Churn & Loyalty

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