Voice of Customer
Discover articles that explain and delve into Voice of the Customer” (VoC) programs. Identify and understand major challenges to sharing your customers' voice, and the solutions you can implement to overcome these.
Who Owns Voice of the Customer (VOC)? Paid Members Public
The answer to the question of who “owns” the voice of the customer (VOC) isn’t as simple as this person or that team. To get the most value from customer feedback, VOC should be integrated and leveraged across your organization to improve customer experience. But that can be hard
Best Generative AI User Research Tools: According to OpenAI’s Head of Research Paid Members Public
Arianna McClain knows a thing or two about user research tools and systems. She’s spent most of her career building UX research and insights teams for high-growth tech companies like DoorDash and Cruise. Today, she’s the Head of UX Research at OpenAI. Recently, Arianna shared with us the
How Watercare drives customer excellence with VoC and Thematic Paid Members Public
When two major storms wreaked havoc on Auckland and Watercare’s infrastructure the utility went through a CX crisis. With a massive influx of calls to their support center, Thematic helped them get insights from this data to forge a new approach to restore services and satisfaction levels.
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.
How LinkedIn Fuels NPS Insights Using Thematic's AI Paid Members Public
In a recent presentation for NEXT by the Insights Associations, LinkedIn market research professional Allison Schoer joined Thematic’s co-founder Alyona Medelyan to share how LinkedIn uses Thematic to dig deep into feedback trends, align stakeholders around initiatives. If you would like to watch the presentation, check it out below.
Vodafone: transforming customer experience with Thematic insights Paid Members Public
Vodafone New Zealand has measured Touchpoint Net Promoter Score (TNPS) for many years. Three years ago, Vodafone Group migrated to an established Voice-of-the-Customer platform and Vodafone New Zealand was a key pilot market. In 2018 the company set an ambitious goal to significantly increase Touchpoint NPS across all customer-facing teams.
