Thematic

APRIL 29, 2025

Using the Modern Data Stack for Feedback: Thematic as a Transformer In a Modern Data Stack setup, feedback data is treated like any other valuable source of customer insight. Longer Setup Time: The initial setup can take time, meaning you might not see the full benefits of a unified system right away.

Voice of Customer 62

Voice of Customer Data Handbook Analysis 62

TechSee

JUNE 16, 2022

As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Alida

APRIL 11, 2017

Deep customer insight will help dealerships optimize their service levels and pricing. Companies that truly understand their customers are uniquely positioned to overcome mistrust, offer superior customer experience and create a sustainable competitive advantage. Improve communication.

Automotive 113

Automotive Handbook Competitive Advantage Study 113

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights.

Feedback 62

Feedback Social Media Analysis Survey 62

Thematic

MAY 7, 2025

The Forrester TEI study highlighted the “making data-driven decisions, closing the customer feedback loop, and offering influential customer insights” as significant benefits of feedback analysis initiatives.

Feedback 62

Feedback Customer Journeys Self Service Analysis 62

Thematic

APRIL 21, 2025

Rather than treating feedback as a checkbox exercise, successful companies embrace it as a rich source of customer insights that guide their decisions. Consider that 73% of customers will switch to a competitor after multiple bad experiences. What improvements would delight customers the most? Why is this so important?

Feedback 62

Feedback Roadmap NPS Effort Score 62

Thematic

APRIL 3, 2025

“ Thematic is your own personal analyst, only your analyst works 1000 times faster than you,” said Mick Stapleton, Atlassian’s CX leader​ This shift—powered by AI— is unlocking insights that would otherwise go unnoticed and making them available to every team that needs them, in real time.

Analytics 62

Analytics Trends Marketing Social Media 62

delighted

FEBRUARY 22, 2022

The customer experience (CX) space is relatively new – those courageous enough to take the reins of a young CX program at a growing company are often an army of one, with limited headcount and even fewer resources. So where does the manager of a CX program start?

Customer Experience 93

Customer Experience Net Promoter Score Self Service Handbook 93

Kustomer

MARCH 10, 2022

We find that so many leaders fail to be customer-focused and often lack the tools necessary to be effective. Life doesn’t come with a handbook and no one can predict catastrophic world events that alter the course of business forever. Tune in to the full podcast to learn more so you can be prepared for any situation.

Customer Service 95

Customer Service Self Service Handbook Policies 95

Thematic

OCTOBER 8, 2024

AI tools like Thematic are a great option since they automatically analyze your feedback and determine the main themes and sub-themes in your customer data. Thematic also performs sentiment analysis so you know exactly how your customers are feeling.

Analytics 62

Analytics Tools Feedback Handbook 62

Thematic

OCTOBER 7, 2024

A robust Voice of the Customer (VoC) strategy is no longer optional. By actively listening and strategically acting on customer insights, you can transform feedback into powerful business growth. Despite the fact that 95% of companies gather customer feedback, only 10% actively use these insights to make meaningful improvements.

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. to drive better customer-centric decision-making.

Handbook 52

Handbook Chief Customer Officer NPS Metrics 52

SurveySensum

JULY 14, 2020

She is now Chief Customer Officer at ClearAction Continuum. She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. She led CX company-wide for 11 years at Applied Materials.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Forrester's Customer Insights

MARCH 29, 2022

Join us at Forrester’s B2B Summit North America — an in-person and digital experience happening May 2–4 — to learn the tips and tricks we’ll reveal in “The CMO’s Handbook For Nurturing Innovation” that you can use to jump-start your innovation agenda. B2B marketing leaders are not as innovative as they think they are! B2B […].

Innovation 26

Innovation Handbook B2B Tips 26

Qualtrics

JULY 23, 2019

She’s the author of The New IT: How Technology Leaders are Enabling Business Strategy in the Digital Age and The CRM Handbook: A Business Guide to Customer Relationship Management. She works with more than 100 consultants, who all aim to advance customer insights through research excellence.

Marketing 32

Marketing Handbook Net Promoter Score Entertainment 32

SmartKarrot

MARCH 16, 2021

Subject matter expert for World’s Customer Service efforts, including industry regulatory and best practices. Collaborate with World leaders on new strategies for enhanced customer experiences. Policy and Procedure, Handbook, and Work Standards writing and development.

Customer Success 10

Customer Success Handbook Case Study Roadmap 10

ChurnZero

MAY 13, 2022

Sometimes in Customer Success, we think we’re not part of the problem because we deal with customers all the time. But you are if you’re not the constant source of customer insights to every other part of the organization, and Customer Success ops is usually the main owner of that.”.

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Customers 98

ChurnZero

MAY 13, 2022

Sometimes in Customer Success, we think we’re not part of the problem because we deal with customers all the time. But you are if youre not the constant source of customer insights to every other part of the organization, and Customer Success ops is usually the main owner of that.

Chief Customer Officer 52

Chief Customer Officer Customer Success Handbook Customers 52

Thematic

APRIL 14, 2025

Retail customer insights hold the key to understanding what today’s consumers really want from their shopping experiences. Responsive customer service , with issues resolved promptly (ideally before they even have to ask!). The next step is using those insights to actually improve your offerings.

Retail 62

Retail Customer Insights Consumers How To 62

Thematic

MAY 28, 2025

Download NLP Generative AI Text Analytics Handbook Beyond NLP: How LLMs Transform Text Analytics Is your Text Analytics solution still relying on B-Grade NLP? Discover how large language models are revolutionizing text analytics, offering deeper insights than traditional NLP approaches.

Analysis 62

Analysis Customer Insights Feedback Groups 62

Thematic

MAY 28, 2025

As in the case of Vodafone, the customer insight team found automated sentiment alerts enabled “early awareness” of brewing issues, so relevant managers could take action straight away. Equally important, sentiment-based triage boosts team morale and efficiency.

Analysis 62

Analysis Customer Experience Handbook NPS 62

Thematic

MAY 20, 2025

Voice of customer insights are only as powerful as the people equipped to act on them. A robust voice of the customer training program can bridge this gap. In fact, companies that invest in ongoing frontline CX coaching see more consistent, high-quality customer interactions. Ready to elevate your VoC program?

Training 62

Training Customer Journeys Leadership Handbook 62