Thematic

While Chattermill might be a competitor, we’re talking about them because it's important to explore how different solutions meet unique business needs. Our aim is to empower companies with the knowledge and understanding they need to make informed decisions. So, lets dive into how Chattermill and its alternatives stack up in various areas: - Social Media Analytics: Discover how these tools analyze social media interactions to boost engagement and enhance your brand. - Support Center Analytics: Learn how different platforms can improve your support center by analyzing customer interactions and feedback. - Customer Experience Analytics: Explore how these tools measure and enhance overall customer satisfaction and experiences. Remember, the best solution is the one that meets your business requirements and helps you uncover insights that underpin confident business decision-making. 💪 Link: http://bit.ly/3TYMrCS #CustomerExperience #CXAnalytics #Feedback

“It’s an evolution, not a revolution”. This was the key message at the #CXRetreat, emphasizing the need for companies to continually evolve their approach to customer experience (CX). Forty Winks spoke about shifting from a sales focus to prioritizing customer-centric strategies, introducing traffic as a success metric. Bunnings transitioned from offering the "best service" in-store to the "best experience" across all touchpoints, including online and mobile channels. Steve Hoffman, Bunnings, highlighted the importance of community and employee engagement as well as the role of leadership and the "Best Experience" program in fostering a customer-centric culture. Takeaway: Employee Experience matters to improving CX. Fun fact we learned: Bunnings boasts the second-most traffic website in Australia, topped only by Google's search engine! Dominic O'Sullivan from Jetstar demonstrated how to link CX initiatives to commercial outcomes (with the help of Thematic 😉) to build alignment across all the stakeholders and to empower business units to take ownership of CX. Takeaway: Connect CX indicators with operational metrics. The common thread over the two days throughout all the speeches was how CX evolution goes hand-in-hand with staying relevant in a competitive and dynamic market. It was great to catch up and spend time with our clients: Devyani Handa from Woolworths, Blake James NBN, Hayley Wheatley from Kmart, and of course Dom from Jetstar who delivered a discussion-provoking presentation. Thank you to the organizers Customer Collective by Ashton Media and to all whom we connected with for the first time - or for the first time IRL! Patrick Ryan Melissa Wilson Janett Egber Amie Saichania Magda Prada Michelle Ouw Denise Hamblin In the photos: Steve Hoffman Cindy Vandecasteele  Dr. Violet Lazarevic Daniel "Pancho" Gutstein Jessica GERNELLE Devyani Handa Nathan Holmberg Dominic O'Sullivan Amie Saichania

When you’re evaluating Voice of Customer tools, here’s a tip that will help you make a better choice: You should match your programme and tools with your Voice of Customer (VoC) maturity. Maybe you’re just at the point of collecting data (whether it’s social media, emails, call center, reviews, surveys etc) and setting up an initial analysis to build customer understanding. Maybe you’re ready to take a deeper look at the Customer Voice, diving into customer segments, driver analysis or identifying key moments in the customer journey. Make an honest assessment of your organization’s capacity to analyze and act on the data. To help you get clear on your priorities and how they align with the different tools out there, we’ve put together a list of the 10 leading VoC products currently on the market with tips on how to choose the right one for your business: https://lnkd.in/gzUTmfHP

We're joining the leading CX professionals in Australia this week to share ways to solve key challenges, swap success stories and enjoy a tipple or two 🍷 while we reconnect with our peers. For the fortunate ones going to the retreat, Ania Kubiak and Nathan Holmberg are looking forward to seeing you there! #CXRetreat2024

Walk through any trade show and you'll see AI everywhere. But how much of it is real, and how much is marketing hype? 🤔 At Thematic, we take a front-row seat to this. Our CEO, Dr. Alyona Medelyan, explains how overselling AI erodes trust—and what you can do to detect the digital snake oil vs genuine AI. 🕵️♂️ 💬 Have you noticed AI being overstated in the market? #AI #CX #AIwashing #Thematic

Complaints aren’t a problem; they're an opportunity. Here are a couple of real-world examples of how our clients use customer complaints to boost sales in competitive markets.💡📈🛍️ 🌟They identify problem areas in their product or service and take action to fix them.  Client Example: Door Dash DoorDash, a food delivery platform that connects customers with local restaurants, improved their UI after hearing that merchants were frustrated by slow menu loading times on their app. The UI changes reduced load times for merchant menu edits from eleven seconds to under three seconds ➡️ fewer complaints and a higher NPS score. 🌟They identify white spaces in the market based on common customer product feature complaints Client Example: Atom Bank Atom Bank is a relatively young bank based in the UK that set out to disrupt the industry. From day one, they took customer feedback seriously and established a diverse range of feedback channels.  They frequently ran surveys, focus groups and engaged in online communities with the intent to uncover underserved customer needs. When these channels were analyzed collectively using Thematic’s platform, Atom Bank discovered authentication was a key theme creating friction in the customer journey. By focusing on the digital experience that mattered most to online banking customers, Atom bank reduced their Call Centre failure rates by 30%, attracted new customers by word-of-mouth (reducing marketing spend) and became the highest rated bank according to Trustpilot! See the screenshot below to see the massive spike in Atom Bank’s Trust Pilot score. 📚Further Reading Resources:  👉Full DoorDash case study: https://bit.ly/3Yfmly6  👉Full Atombank case study: https://bit.ly/3ZTWgFK

If you work in customer feedback analysis without AI’s help, here's a mindbomb that American author and professor in organizational psychology Adam Grant has dropped: The better you are at crunching numbers and the higher your cognitive ability, the more likely you’ll fail at analyzing patterns on topics that contradict your ideological beliefs. Let’s take the topic of gun violence, for example. Grant’s study found that math geniuses who were conservative voters did worse at analyzing data that supported gun bans. Conversely, if they were liberal voters they struggled with data that supported the argument that gun bans fail. This made our CEO think that this might also apply to analysis of customer feedback. "I’ve seen a highly intelligent client miss a key insight that AI picked up. Here’s what happened: Thematic analyzed 2000 pieces of feedback about university campus. It showed food options as one of the top 5 issues. The client worked on campus, and so had an opinion on what mattered. Food options did not feature in their top issues and they questioned AI’s accuracy. Thankfully, in Thematic we could trace back to all mentions of food options to back up that claim." Yes “quants” (to use his term) and high-IQers are super-fast at spotting patterns in data. But we now know that this ability turns into a disability when the data triggers an emotional response in us. - Words from our CEO & Co-founder, Alyona Medelyan

🚀 We’ve teamed up with QuestionPro 🤝 We're known for spear-heading a revolution in the speed and quality of customer insights from text analytics of feedback data. QuestionPro are known for leading the way in comprehensive survey and feedback solutions, offering a wide range of features for creating, distributing, and analyzing surveys. Together, we're changing how businesses gather and use customer feedback. Here's what you can look forward to: ✨ - Better Customer Insights: Enhanced analysis for confident decision-making, with advanced workflows from data collection to in-depth analysis. 📊🤖 - More Efficiency & Automation: Making it faster and easier to get value from your survey data. ⏳ - Scalable Solutions: Perfect for medium and large businesses aiming to boost customer satisfaction and sales. 📈 Read full press release here:  https://bit.ly/4eT272p

Collaboration is the new competition, says .Priscilla McKinney. who is a serial entrepreneur, host of two podcasts and an author. We met Priscilla and her Little Bird Marketing team at QuestionPro’s #xday2024 Conference in Austin, Texas last week where insights, CX, VOC and business professionals gathered from across the country to meet each other and swap stories. The atmosphere was dynamic, inclusive, friendly and we heard from folks who put the wind in our sails as to the direction text analytics is headed. Amy Maret, a thought leader from HubSpot, shared how AI is allowing her to spend more time with humans instead of looking at data 🤖➡️👥. Isra A., a senior researcher at Twitch, highlighted the value of verbatim responses in piecing together the full story: Quantitative Research allows you to go broad, while customer comments in Qualitative Research allow you to go deep and fill in the details. Human oversight as a key requirement of AI was trending: over half the speakers mentioned that humans should always remain in the loop. For those trying to get approval for using AI in the workplace the advice was:  🎯 Start with the business problem you want to solve, then identify how AI solves it. #BusinessRelevance Finally we leave you with one of our key takeaways from the collective wisdom shared by the innovation leaders at QuestionPro's XDay: Leverage AI to drive organizational agility and to use speed as a competitive advantage intentionally - you’ll get results faster that way.🏎️ We agree! Quick sidebar: ‘Collaboration is the new competition’ should be printed on t-shirts and distributed everywhere, immediately. Agree? Folks featured in our photos below include: Vivek Bhaskaran  Alexandria E. Latimer Fletcher Young Clint Taylor  Jeremy Welland, Ph.D. Ken Peterson And, of course, Gary Batroff, CCXP - our VP of Sales+Partnership and rep-on-the-ground.