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Recent Posts

How Watercare drive customer excellence with VoC and Thematic
How Watercare drive customer excellence with VoC and Thematic
Members Public

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. On a typical day, Aucklanders don’t say much to Watercare. Water as a sector gets taken for granted, with

Customer Journeys
Reduce Customer Churn with the Voice of the Customer (VoC)
Reduce Customer Churn with the Voice of the Customer (VoC)
Members Public

A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. The consequence? Churn –  lost revenue, tarnished reputation, and wasted effort.

Churn & Loyalty
Product Update - Exporting data, auditing Answers and more
Product Update - Exporting data, auditing Answers and more
Members Public

Our product team have been super busy shipping new features and updates! We’re on a mission to give you greater access to and control over your data, including exporting custom tables in a csv file, pre-cleaning data and auditing the use of Answers. Read on to get the details,

Thematic
Lendingtree: transforming the loan market experience with Thematic insights
Lendingtree: transforming the loan market experience with Thematic insights
Members Public

Back in 1996, Doug Lebda struggled to manually compare mortgage offers while searching for a home in Pittsburg. It was a classic problem of battling to make a decision because it was difficult to access and compare information. He decided to create an online marketplace for loans to solve the

Top 3 Challenges of Reporting ROI in Customer Experience (CX) and How to Solve Them
Top 3 Challenges of Reporting ROI in Customer Experience (CX) and How to Solve Them
Members Public

What steps can you take to measure the ROI of Customer Experience improvements? identifying the challenges to ROI reporting will make it easier to consistently report on the impact of CX projects. Whatever the context.

Customer Experience
How Bad Customer Experiences Cost Your Business Big Money
How Bad Customer Experiences Cost Your Business Big Money
Members Public

Friction in customer experience can lead to churn and lower transaction spend. Discover how to use Voice of the Customer data and technology to identify CX enhancements that drive sales growth, while reducing costs.

Customer Experience