Alyona Medelyan
Alyona Medelyan
Alyona Medelyan received her PhD from Waikato University, where her research resulted in a popular open-source keyword extraction tool Maui. She left academia to work with startups and to lead R&D projects with multinationals like Google, Cisco and Microsoft. She later founded Thematic, a SaaS solution for customer feedback analysis helping brands around the world improve their customer satisfaction.
3 unique methods to analyze your customer feedback today
Have you ever left feedback as a customer yourself? Your star rating or a satisfaction score will tell how you feel, but it's your...
How to unlock the drivers behind your CX performance using Text Analytics
Many organisations, large or small, gather customer feedback to improve their CX efforts and ultimately their bottom line. But gathering feedback alone can’t make...
Why customer feedback is critical for digital transformation in 2020
Digital transformation is one of those terms that has been taking the corporate world by storm for the past years. Like it or hate...
Does it matter which customer experience metric you choose?
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…
Guest Interview: Jeremy Watkin, Customer Service Leader at FCR
imagecredit Can you briefly explain your background and current role in the customer service industry? I more or less happened into a customer service role…
Visualizing Customer Feedback: Three Alternatives to Word Clouds
imagecredit Earlier this year, I have written about why word clouds suck. Is there a better way of visualizing customer feedback? Yes, there is, and...
Net Promoter Score: Executive’s Guide and Case Studies
(photocredit) The best way to acquire new customers is through recommendations. Net Promoter Score or Net Promoter System measures these recommendations. In many industries, you...
Text Analytics for Surveys: 5 Reasons to Start Getting Meaningful Customer Responses
image credit Have you thought of using text analytics for surveys? If you ever had to read hundreds of customer responses to open-ended questions, you...
How to Perform an Effective Net Promoter Score Analysis
Is your Net Promoter Score Analysis effective? U.S. companies lose about $41 million every year due to bad customer service. In 2003, Fred Reichheld developed…
Actionable Insights: Can Data Analysis Software Deliver Them?
When it comes to making sense of data, getting actionable insights is the holy grail. But what does this even mean? When is a...
Customer Sentiment Analysis: Explained In Simple Terms
Have you always been wondering what customer sentiment analysis stands for? Let's get to the bottom of it. But first, let's set some context. Customers want...