Alyona Medelyan

One easy method for calculating the ROI of CX

“Demo or die!” – my PhD supervisor was very clear on what is the most critical path to success in academic research. As I later learned, in the business world, ROI or Return on Investment calculations play a similar role. You won’t be able to…

3 ways to close the customer feedback loop to prevent churn and increase revenue

Source: Shutterstock. What is the customer feedback loop? The customer feedback loop is the practice of responding to customers meaningfully when they leave feedback. For example, if a customer complains about being overcharged, the company may respond with an apology and issue a refund. But…

How to get meaningful, actionable insights from customer feedback – 3 examples

Source: Shutterstock. Do you gather vast amounts of customer feedback but don’t quite know how to get actionable, meaningful insights from it? You know the ones, insights that would help to influence your customer experience and overall business strategy. If you keep analyzing your feedback…

Does it matter which customer experience metric you choose?

Source: Shutterstock. Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction...

Part 5: What is Thematic Analysis (plus our secret sauce on how to make...

Source: Shutterstock. Over the past few weeks, we've reviewed several Text Analytics approaches to feedback analysis: word spotting in Excel, manual rules, text categorization, and topic modelling. Now, it's time for Thematic Analysis. All of the former approaches mentioned have disadvantages. In the best case,…

Part 4: Topic Modelling, an approach to Text Analytics

Source: Shutterstock. This is the 4th article in my series of Text Analytics posts explaining popular approaches to feedback analysis. Earlier, we talked about text categorization, a Machine Learning approach that requires training data. We concluded that it can’t detect emerging themes in people’s feedback...

Part 3 of 5: Text Categorization, an Approach to Text Analytics

Source: Shutterstock. Let's bring some clarity to the messy subject of Advanced Text Analytics, the way it's pitched by various vendors and data scientists. This is the 3rd of a series of 5 posts, where I explain what's popular and what's possible. If you haven't…

Part 2: Manual Rules, an approach to text analytics

Source: Shutterstock. My part 1 of 5 article last week covered Word Spotting, a simple approach to Text Analytics that anyone can implement in just 10 minutes in an Excel spreadsheet. We briefly reviewed how ineffective it can be. Today, I’ll turn to the second…

Part 1: How to build a text analytics solution in under 10 minutes

Source: Shutterstock. For a long time, I’ve been planning to write a post to clarify what’s possible in Text Analytics space today, in 2018. Throughout my career, I’ve spoken with many people who are living through the pain of analyzing text and trying to find...

3 learnings from the Deep Learning for Sentiment Analysis workshop

Source: Thematic. I wanted to share with you my learnings from when our team at Thematic organized and sponsored a free 3-hour workshop on Deep Learning for Sentiment Analysis, run by Dr. Felipe Bravo-Marquez. The workshop booked out within 24hrs of announcing it and more...

3 tips for getting started with natural language understanding (NLU)

Source: Languages of the Roman Empire: Bound lead tablets of magic inscriptions (300–500 AD), Kircherian Museum on Wikimedia Commons.. What makes a cartoon caption funny? As one algorithm found: a simple readable sentence, a negation, and a pronoun—but not “he” or “she.” The algorithm went…

Why US airlines rank best or worst, according to passengers

Source: Shutterstock. At Thematic, we often analyze customer feedback data with our AI powered text analytics, to get to the hidden insights that many companies cannot get. ThePointsGuy published the 2018 “The Best And Worst Airlines In America”, and according to Forbes’ interview with Brian...

4 steps to customer survey design – everything you need to know

Source: ShutterStock This post contains (almost) everything you need to know about customer survey design. When designing a customer survey, as with anything, planning is key. As the saying goes, if you don’t plan, you plan to fail. It can be useful to think of…

What makes a Scotch top notch? – Thematic analyzes 1000 tasting notes of distilled...

Source: Pexels.com Like most Ukrainians, my dad is a spirits aficionado. One of his favorite things to do while drinking is to read the tasting notes printed on the labels of cognac or whisky bottles. Believe it or not, but this was how I...

How to get actionable insights from your customer feedback analysis

Source: Shutterstock I talk and write a lot about AI technology, but don’t worry, we still need humans! In fact, it doesn’t actually matter how good an AI technique may be, only a real person can effectively decide what’s actionable and what’s insightful for the...

12 big mistakes when collecting and analyzing customer feedback

Source: Shutterstock Are you getting the most out of your customer feedback? How can you ensure your feedback will transfer to solid actionable insights that make a difference to your business? Here, I share some common mistakes I’ve seen companies do when collating and analyzing…

New Posts