Member Since: 22nd Feb 2018
I am the Director of Digital Marketing for Thematic - we conduct AI-powered text analytics to derive hidden insights in customer feedback. I regularly write on the subject of customer experience, customer insights, AI and the Net Promoter Score. I have 15 years of international marketing communications experience, specializing in content marketing and copywriting.
I have worked on behalf of global brands and lived in locations such as London (UK), Barcelona (Spain), Malmo (Sweden), Auckland (New Zealand) and Sydney (Australia).
Additionally, I have a Master's Degree in Media and Communications and speak six languages fluently.
Director of Marketing, Thematic Thematic
13th Jul 2018
Such a good article, and a great example of screening employees for customer-centric attitudes.
I'd be keen to know your perspective on the internal organisational impact that customer experience changes, and customer insights analysis can have?
In our line of business, we often see the truly revolutionary results that can happen when companies start to take CX seriously and start listening to their customers. Here is just one of those examples: https://getthematic.com/insights/make-your-life-easier-consumer-insights...
27th Jun 2018
Thanks for this article Sue, very informative and I completely agree with your points.
Something that we come across at Thematic (AI-driven customer feedback analysis solution), is that many of our enterprise level clients have access to vast amounts of data but simply do not know what to do with it.
Also, they might be held back by bureaucratic and organizational confines, in that they have to manually analyze the data, which is time-consuming, and allows for biases.
We recently wrote about how to get actionable insights from customer feedback, which I thought was relevant in relation to your post:
27th Jun 2018
Thanks for this article Jeanne! I love the thought of de-cluttering and simplifying the customer listening, or VOC programme.
In addition, agree that it is important to make customers feel like they have a role to play and can influence the company's decision making.
We recently wrote about something similar, or more so, just making lives easier for customer insights professionals overall. https://getthematic.com/insights/make-your-life-easier-consumer-insights...
At Thematic (AI-driven customer feedback analysis), we often get asked how to leverage customer feedback for enterprise organizations, and how to tie it back to financial outcomes. Our Impact tool addresses this, and it's something the above post exemplifies. I hope it's useful! Thanks,
27th Jun 2018
Thanks for this highly informative article. I agree with you that CX should be strategic, and especially your view on including product and pricing, moreover, assessing the financial implications and benefits of a high-level, or "real" as you call it, CX.
I work at Thematic (an AI-driven customer feedback analysis solution), and we've recently created a blog series on VOC, with CX expert Lynn Hunsaker. I thought especially this post might be relevant to mention, alongside your article: https://getthematic.com/insights/motivate-stakeholders-voc-customer-life...
There is also a video recording of the webinar here: https://getthematic.com/insights/5-practical-ways-to-influence-managers-...
I think it's interesting how Lynn highlights how to speak in financial terms for when influencing stakeholders.