Alyona Medelyan
Alyona Medelyan
I run Thematic, a SaaS company for analysing customer feedback. We tell companies how to drive change to Net Promoter Score, customer satisfaction and churn. Thematic uses proprietary word-class Text Analytics technology developed based on 15+ years of my research in NLP and Machine Learning.
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...
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…
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...
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...
Part 5: What is Thematic Analysis (plus our secret sauce on how to make it work even better)
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...
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...
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...
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...
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...
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...
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?...
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...
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...
What makes a Scotch top notch? – Thematic analyzes 1000 tasting notes of distilled spirits
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...
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...
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...