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SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you canidentify trends in
CUSTOMER FEEDBACK ANALYSIS: HOW TO ANALYZE FEEDBACK 3.2 How to analyze customer feedback manually. This is how professional coders analyze data manually. You’ll need two spreadsheets. One for keeping your code frame of themes and subthemes. Another for coding each piece of feedback according to that code frame. Use two screens for efficiency. CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or VOICE OF THE CUSTOMER: WHY & HOW TO START A VOC PROGRAM 1. Strategy comes first. Make sure you have the basics right from the start. The first step is to set solid VOC strategy, that has buy-in from the CEO and board. Then, you create a VOC program that, in the ideal scenario, is owned by someone with the sole responsibility ofmaking VOC happen.
3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
3 EXAMPLES OF ACTIONABLE INSIGHTS FROM CUSTOMER FEEDBACK How to get meaningful, actionable insights from customer feedback - 3 examples AI & NLP Feedback Analysis. Your customer feedback is a gold mine. The rock walls are like your feedback, and the gold hidden within represents insight into your business and customer experience. WHY WORD CLOUDS HARM INSIGHTS According to Harris, word clouds “throw all of these principles out of the window”, lead to the wrong conclusions about the data and are therefore harmful. As an example he shows these two visualizations derived from the same datasets: 2. Word cloud of titles in the Iraq war logs from Fast Company. CUSTOMER FEEDBACK ANALYSIS Custom demoFor medium or large businesses. • Custom analysis of one or multiple datasets. • Ability to test full Thematic's functionality. • Personalized, ongoing support from expert team. • Security pre-assessment, access to SOC2. • Connect all feedback through integrations. • Track impact of theme and subthemes onmetrics.
SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you canidentify trends in
CUSTOMER FEEDBACK ANALYSIS: HOW TO ANALYZE FEEDBACK 3.2 How to analyze customer feedback manually. This is how professional coders analyze data manually. You’ll need two spreadsheets. One for keeping your code frame of themes and subthemes. Another for coding each piece of feedback according to that code frame. Use two screens for efficiency. CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or VOICE OF THE CUSTOMER: WHY & HOW TO START A VOC PROGRAM 1. Strategy comes first. Make sure you have the basics right from the start. The first step is to set solid VOC strategy, that has buy-in from the CEO and board. Then, you create a VOC program that, in the ideal scenario, is owned by someone with the sole responsibility ofmaking VOC happen.
3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
3 EXAMPLES OF ACTIONABLE INSIGHTS FROM CUSTOMER FEEDBACK How to get meaningful, actionable insights from customer feedback - 3 examples AI & NLP Feedback Analysis. Your customer feedback is a gold mine. The rock walls are like your feedback, and the gold hidden within represents insight into your business and customer experience. WHY WORD CLOUDS HARM INSIGHTS According to Harris, word clouds “throw all of these principles out of the window”, lead to the wrong conclusions about the data and are therefore harmful. As an example he shows these two visualizations derived from the same datasets: 2. Word cloud of titles in the Iraq war logs from Fast Company. THEMATIC ANALYSIS SOFTWARE: HOW IT WORKS & WHY YOU NEED IT Natural language processing (NLP) is a subcategory of Linguistics and AI. NLP programs teach computers to analyze large amounts of natural language, aka text. Thematic analysis software uses NLP to find themes in text. Often, this software also displays that analysis in analytic tools and dashboards. POWERFUL CUSTOMER FEEDBACK ANALYTICS FOR CX, INSIGHTS Head of CX at Atom Bank. No credit card required. Or get in touch for a personalized live demo on one of our sample datasets. Start your free trial. Discover themes in feedback. Text analysis of uploaded data. Learn how to use tools in guided tour. Drill down and run comparative analysis. HTTP://GO.GETTHEMATIC.COM/MASTERCLASS-EVENTS/ Join this masterclass to learn how to build a story using insights. Nick Stroud shares how to use tools to find emerging trends and build a business case from the insights. 5 TEXT ANALYTICS APPROACHES: A COMPREHENSIVE REVIEW 1. Multiple word meanings make it hard to create rules. The most common reason why rules fail stems from polysemy, when the same word can have different meanings: 2. Mentioned word != core topic. Just because a word or a phrase is mentioned in text, it doesn’t always mean that the text is about that topic. WHAT IS DEEP LEARNING? IT'S HISTORY AND PLACE IN OUR Deep Learning is a form of Machine Learning, it is known as “Deep” Learning because it contains many layers of Neurons. A neuron within a Deep Learning network is similar to a neuron of the human brain, another name for Deep Learning is “Artificial Neural Networks”. Image Source. A Deep Learning model is trained by setting an objective WHAT THE LATEST AI MODEL GPT-3 MEANS FOR CUSTOMER FEEDBACK The quality of the language model depends on the amount of data it has seen. GPT-3 is the largest model out there as of mid 2020. It is made up of 175 billion parameters (random subset of the Web). This cost OpenAI an estimate of $12M! OpenAI released the GPT-3 5 BEST OPEN-ENDED QUESTIONS FOR YOUR CUSTOMER SURVEY Looking to improve your customer relationship survey? If you’re about to send your annual customer relationship survey, maybe you’re looking for new questions to ask, or wondering what type of open ended questions you should include. WHAT IS UNIFIED DATA ANALYTICS AND WHY SHOULD YOU CARE? Unified data analytics is the process of using technology to make sense of the data that organizations collect across channels. In most cases, advanced technology is required: data cleaning will ensure the data is usable, entity resolution will ensure the data is accurate, and thematic analysis will help convert unstructured data intostructured.
3 EXAMPLES OF ACTIONABLE INSIGHTS FROM CUSTOMER FEEDBACK How to get meaningful, actionable insights from customer feedback - 3 examples AI & NLP Feedback Analysis. Your customer feedback is a gold mine. The rock walls are like your feedback, and the gold hidden within represents insight into your business and customer experience. 12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely. SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you canidentify trends in
CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. CUSTOMER FEEDBACK ANALYSIS: HOW TO ANALYZE FEEDBACK 3.2 How to analyze customer feedback manually. This is how professional coders analyze data manually. You’ll need two spreadsheets. One for keeping your code frame of themes and subthemes. Another for coding each piece of feedback according to that code frame. Use two screens for efficiency. HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or OPEN-ENDED QUESTIONS: HOW TO CODE & ANALYZE FOR INSIGHTS 6 main takeaways for coding open-ended questions. Coding is the process of assigning codes to open-ended answers, or other types of text data, after which text can be analyzed just like numerical data. Code frames can be flat (easier and faster to use) and hierarchical (more powerful). Code frames need to have good coverage and flexibleto
3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
HOW TO PREFORM CHURN ANALYSIS [TEMPLATE FOR COLLECTING How To Perform Churn Analysis - Churn & Loyalty Customer Experience Feedback Analysis “I need a churn analysis! We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. WHY WORD CLOUDS HARM INSIGHTS According to Harris, word clouds “throw all of these principles out of the window”, lead to the wrong conclusions about the data and are therefore harmful. As an example he shows these two visualizations derived from the same datasets: 2. Word cloud of titles in the Iraq war logs from Fast Company. 12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely. SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you canidentify trends in
CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. CUSTOMER FEEDBACK ANALYSIS: HOW TO ANALYZE FEEDBACK 3.2 How to analyze customer feedback manually. This is how professional coders analyze data manually. You’ll need two spreadsheets. One for keeping your code frame of themes and subthemes. Another for coding each piece of feedback according to that code frame. Use two screens for efficiency. HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or OPEN-ENDED QUESTIONS: HOW TO CODE & ANALYZE FOR INSIGHTS 6 main takeaways for coding open-ended questions. Coding is the process of assigning codes to open-ended answers, or other types of text data, after which text can be analyzed just like numerical data. Code frames can be flat (easier and faster to use) and hierarchical (more powerful). Code frames need to have good coverage and flexibleto
3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
HOW TO PREFORM CHURN ANALYSIS [TEMPLATE FOR COLLECTING How To Perform Churn Analysis - Churn & Loyalty Customer Experience Feedback Analysis “I need a churn analysis! We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. WHY WORD CLOUDS HARM INSIGHTS According to Harris, word clouds “throw all of these principles out of the window”, lead to the wrong conclusions about the data and are therefore harmful. As an example he shows these two visualizations derived from the same datasets: 2. Word cloud of titles in the Iraq war logs from Fast Company. 12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely.FEATURES | THEMATIC
Themes Editor. Ability to combine your unique knowledge with powerful AI to suit your company’s unique needs using a simple drag and drop UI. Ensures relevant, accurate and specific insights. Translation. Translating feedback into English prior to the analysis. Unified viewof
THEMATIC ANALYSIS SOFTWARE: HOW IT WORKS & WHY YOU NEED IT Natural language processing (NLP) is a subcategory of Linguistics and AI. NLP programs teach computers to analyze large amounts of natural language, aka text. Thematic analysis software uses NLP to find themes in text. Often, this software also displays that analysis in analytic tools and dashboards. WHAT IS UNIFIED DATA ANALYTICS AND WHY SHOULD YOU CARE? Unified data analytics is the process of using technology to make sense of the data that organizations collect across channels. In most cases, advanced technology is required: data cleaning will ensure the data is usable, entity resolution will ensure the data is accurate, and thematic analysis will help convert unstructured data intostructured.
12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely. HTTP://GO.GETTHEMATIC.COM/MASTERCLASS-EVENTS/ Join this masterclass to learn how to build a story using insights. Nick Stroud shares how to use tools to find emerging trends and build a business case from the insights. WHAT IS DEEP LEARNING? IT'S HISTORY AND PLACE IN OUR Deep Learning is a form of Machine Learning, it is known as “Deep” Learning because it contains many layers of Neurons. A neuron within a Deep Learning network is similar to a neuron of the human brain, another name for Deep Learning is “Artificial Neural Networks”. Image Source. A Deep Learning model is trained by setting an objective PRODUCT FEEDBACK: ULTIMATE GUIDE Introduction. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. Sadly, this feedback is often not analyzed and when it is, the insights from it are rarely acted upon. DEEP-DIVE INTO CUSTOMER FEEDBACK FOR 4 LUXURY BRANDS We’ve used the AI powers of Thematic to see whether we can find any juicy insights in customer feedback, and here’s what we found. We’ve analyzed 16335 publicly available online reviews for 4 brands which often come to mind when thinking “luxury, global 4 TIPS FOR CREATING A VOC PROGRAM THAT CAN MEASURE CX SUCCESS 4 Tips For Creating A VoC Program That Can Measure CX Success. Customer Experience Customer Metrics. CX (Customer Experience) has become a bit of a buzzword, which is fantastic! More and more businesses are recognizing the importance of two things: 1. Understanding the customers' experience. 2. GLOBAL NET PROMOTER SCORE BENCHMARK RATINGS IMPROVED FOR TELCO Vodafone New Zealand has measured Touchpoint Net Promoter Score (TNPS) for many years. Three years ago, Vodafone Group migrated to an established Voice-of-the-Customer platform and Vodafone New Zealand was a key pilot market. In 2018 the company set an ambitious goal to significantly increase Touchpoint NPS across all customer-facingteams.
CUSTOMER FEEDBACK ANALYSIS Custom demoFor medium or large businesses. • Custom analysis of one or multiple datasets. • Ability to test full Thematic's functionality. • Personalized, ongoing support from expert team. • Security pre-assessment, access to SOC2. • Connect all feedback through integrations. • Track impact of theme and subthemes onmetrics.
THEMATIC ANALYSIS SOFTWARE: HOW IT WORKS & WHY YOU NEED ITSEE MORE ONGETTHEMATIC.COM
SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you canidentify trends in
CUSTOMER FEEDBACK ANALYSIS: HOW TO ANALYZE FEEDBACK 3.2 How to analyze customer feedback manually. This is how professional coders analyze data manually. You’ll need two spreadsheets. One for keeping your code frame of themes and subthemes. Another for coding each piece of feedback according to that code frame. Use two screens for efficiency. CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. WHAT IS UNIFIED DATA ANALYTICS AND WHY SHOULD YOU CARE? Unified data analytics is the process of using technology to make sense of the data that organizations collect across channels. In most cases, advanced technology is required: data cleaning will ensure the data is usable, entity resolution will ensure the data is accurate, and thematic analysis will help convert unstructured data intostructured.
HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. 3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or 3 EXAMPLES OF ACTIONABLE INSIGHTS FROM CUSTOMER FEEDBACK How to get meaningful, actionable insights from customer feedback - 3 examples AI & NLP Feedback Analysis. Your customer feedback is a gold mine. The rock walls are like your feedback, and the gold hidden within represents insight into your business and customer experience. CUSTOMER FEEDBACK ANALYSIS Custom demoFor medium or large businesses. • Custom analysis of one or multiple datasets. • Ability to test full Thematic's functionality. • Personalized, ongoing support from expert team. • Security pre-assessment, access to SOC2. • Connect all feedback through integrations. • Track impact of theme and subthemes onmetrics.
THEMATIC ANALYSIS SOFTWARE: HOW IT WORKS & WHY YOU NEED ITSEE MORE ONGETTHEMATIC.COM
SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you canidentify trends in
CUSTOMER FEEDBACK ANALYSIS: HOW TO ANALYZE FEEDBACK 3.2 How to analyze customer feedback manually. This is how professional coders analyze data manually. You’ll need two spreadsheets. One for keeping your code frame of themes and subthemes. Another for coding each piece of feedback according to that code frame. Use two screens for efficiency. CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. WHAT IS UNIFIED DATA ANALYTICS AND WHY SHOULD YOU CARE? Unified data analytics is the process of using technology to make sense of the data that organizations collect across channels. In most cases, advanced technology is required: data cleaning will ensure the data is usable, entity resolution will ensure the data is accurate, and thematic analysis will help convert unstructured data intostructured.
HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. 3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or 3 EXAMPLES OF ACTIONABLE INSIGHTS FROM CUSTOMER FEEDBACK How to get meaningful, actionable insights from customer feedback - 3 examples AI & NLP Feedback Analysis. Your customer feedback is a gold mine. The rock walls are like your feedback, and the gold hidden within represents insight into your business and customer experience. HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. 5 TEXT ANALYTICS APPROACHES: A COMPREHENSIVE REVIEW 1. Multiple word meanings make it hard to create rules. The most common reason why rules fail stems from polysemy, when the same word can have different meanings: 2. Mentioned word != core topic. Just because a word or a phrase is mentioned in text, it doesn’t always mean that the text is about that topic. CUSTOMER FEEDBACK ANALYSIS 101: WHAT’S THE BEST WAY TO 1. More business growth. By analyzing feedback and in turn, listening to your customers, you can increase upselling and cross-selling success rates by 15% to 20% (Gartner). This means improved customer retention, less churn, and a higher customer lifetime VOICE OF THE CUSTOMER: WHY & HOW TO START A VOC PROGRAM 1. Strategy comes first. Make sure you have the basics right from the start. The first step is to set solid VOC strategy, that has buy-in from the CEO and board. Then, you create a VOC program that, in the ideal scenario, is owned by someone with the sole responsibility ofmaking VOC happen.
5 BEST OPEN-ENDED QUESTIONS FOR YOUR CUSTOMER SURVEY Looking to improve your customer relationship survey? If you’re about to send your annual customer relationship survey, maybe you’re looking for new questions to ask, or wondering what type of open ended questions you should include. OPEN-ENDED QUESTIONS: HOW TO CODE & ANALYZE FOR INSIGHTS 6 main takeaways for coding open-ended questions. Coding is the process of assigning codes to open-ended answers, or other types of text data, after which text can be analyzed just like numerical data. Code frames can be flat (easier and faster to use) and hierarchical (more powerful). Code frames need to have good coverage and flexibleto
SENTIMENT ANALYSIS: DEFINITION, USES, EXAMPLES + PROS /CONS Sentiment Dictionary Example: -1 = Negative / +1 = Positive. 2. Machine Learning (ML) based sentiment analysis. Here, we train an ML model to recognize the sentiment based on the words and their order using a sentiment-labelled training set. This approach depends largely on the type of algorithm and the quality of the training data used. WHY WORD CLOUDS HARM INSIGHTS According to Harris, word clouds “throw all of these principles out of the window”, lead to the wrong conclusions about the data and are therefore harmful. As an example he shows these two visualizations derived from the same datasets: 2. Word cloud of titles in the Iraq war logs from Fast Company. 12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely. WHAT ARE BASE AND SUB-THEMES? Thematic groups your themes into a two-level hierarchy of base and sub -themes, that can be edited. Base themes are general concepts or topics, while sub-themes are more specific topics. Sub-themes are grouped under the most relevant Base theme. Base theme volume is equal to the number of responses tagged by at least the base theme, and/orone
CUSTOMER FEEDBACK ANALYSIS Custom demoFor medium or large businesses. • Custom analysis of one or multiple datasets. • Ability to test full Thematic's functionality. • Personalized, ongoing support from expert team. • Security pre-assessment, access to SOC2. • Connect all feedback through integrations. • Track impact of theme and subthemes onmetrics.
THEMATIC ANALYSIS SOFTWARE: HOW IT WORKS & WHY YOU NEED ITSEE MORE ONGETTHEMATIC.COM
SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you canidentify trends in
CUSTOMER FEEDBACK ANALYSIS: HOW TO ANALYZE FEEDBACK 3.2 How to analyze customer feedback manually. This is how professional coders analyze data manually. You’ll need two spreadsheets. One for keeping your code frame of themes and subthemes. Another for coding each piece of feedback according to that code frame. Use two screens for efficiency. CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. WHAT IS UNIFIED DATA ANALYTICS AND WHY SHOULD YOU CARE? Unified data analytics is the process of using technology to make sense of the data that organizations collect across channels. In most cases, advanced technology is required: data cleaning will ensure the data is usable, entity resolution will ensure the data is accurate, and thematic analysis will help convert unstructured data intostructured.
HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. 3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or 3 EXAMPLES OF ACTIONABLE INSIGHTS FROM CUSTOMER FEEDBACK How to get meaningful, actionable insights from customer feedback - 3 examples AI & NLP Feedback Analysis. Your customer feedback is a gold mine. The rock walls are like your feedback, and the gold hidden within represents insight into your business and customer experience. CUSTOMER FEEDBACK ANALYSIS Custom demoFor medium or large businesses. • Custom analysis of one or multiple datasets. • Ability to test full Thematic's functionality. • Personalized, ongoing support from expert team. • Security pre-assessment, access to SOC2. • Connect all feedback through integrations. • Track impact of theme and subthemes onmetrics.
THEMATIC ANALYSIS SOFTWARE: HOW IT WORKS & WHY YOU NEED ITSEE MORE ONGETTHEMATIC.COM
SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you canidentify trends in
CUSTOMER FEEDBACK ANALYSIS: HOW TO ANALYZE FEEDBACK 3.2 How to analyze customer feedback manually. This is how professional coders analyze data manually. You’ll need two spreadsheets. One for keeping your code frame of themes and subthemes. Another for coding each piece of feedback according to that code frame. Use two screens for efficiency. CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. WHAT IS UNIFIED DATA ANALYTICS AND WHY SHOULD YOU CARE? Unified data analytics is the process of using technology to make sense of the data that organizations collect across channels. In most cases, advanced technology is required: data cleaning will ensure the data is usable, entity resolution will ensure the data is accurate, and thematic analysis will help convert unstructured data intostructured.
HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. 3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or 3 EXAMPLES OF ACTIONABLE INSIGHTS FROM CUSTOMER FEEDBACK How to get meaningful, actionable insights from customer feedback - 3 examples AI & NLP Feedback Analysis. Your customer feedback is a gold mine. The rock walls are like your feedback, and the gold hidden within represents insight into your business and customer experience. HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. 5 TEXT ANALYTICS APPROACHES: A COMPREHENSIVE REVIEW 1. Multiple word meanings make it hard to create rules. The most common reason why rules fail stems from polysemy, when the same word can have different meanings: 2. Mentioned word != core topic. Just because a word or a phrase is mentioned in text, it doesn’t always mean that the text is about that topic. CUSTOMER FEEDBACK ANALYSIS 101: WHAT’S THE BEST WAY TO 1. More business growth. By analyzing feedback and in turn, listening to your customers, you can increase upselling and cross-selling success rates by 15% to 20% (Gartner). This means improved customer retention, less churn, and a higher customer lifetime VOICE OF THE CUSTOMER: WHY & HOW TO START A VOC PROGRAM 1. Strategy comes first. Make sure you have the basics right from the start. The first step is to set solid VOC strategy, that has buy-in from the CEO and board. Then, you create a VOC program that, in the ideal scenario, is owned by someone with the sole responsibility ofmaking VOC happen.
5 BEST OPEN-ENDED QUESTIONS FOR YOUR CUSTOMER SURVEY Looking to improve your customer relationship survey? If you’re about to send your annual customer relationship survey, maybe you’re looking for new questions to ask, or wondering what type of open ended questions you should include. OPEN-ENDED QUESTIONS: HOW TO CODE & ANALYZE FOR INSIGHTS 6 main takeaways for coding open-ended questions. Coding is the process of assigning codes to open-ended answers, or other types of text data, after which text can be analyzed just like numerical data. Code frames can be flat (easier and faster to use) and hierarchical (more powerful). Code frames need to have good coverage and flexibleto
SENTIMENT ANALYSIS: DEFINITION, USES, EXAMPLES + PROS /CONS Sentiment Dictionary Example: -1 = Negative / +1 = Positive. 2. Machine Learning (ML) based sentiment analysis. Here, we train an ML model to recognize the sentiment based on the words and their order using a sentiment-labelled training set. This approach depends largely on the type of algorithm and the quality of the training data used. WHY WORD CLOUDS HARM INSIGHTS According to Harris, word clouds “throw all of these principles out of the window”, lead to the wrong conclusions about the data and are therefore harmful. As an example he shows these two visualizations derived from the same datasets: 2. Word cloud of titles in the Iraq war logs from Fast Company. 12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely. WHAT ARE BASE AND SUB-THEMES? Thematic groups your themes into a two-level hierarchy of base and sub -themes, that can be edited. Base themes are general concepts or topics, while sub-themes are more specific topics. Sub-themes are grouped under the most relevant Base theme. Base theme volume is equal to the number of responses tagged by at least the base theme, and/orone
CUSTOMER FEEDBACK ANALYSIS Custom demoFor medium or large businesses. • Custom analysis of one or multiple datasets. • Ability to test full Thematic's functionality. • Personalized, ongoing support from expert team. • Security pre-assessment, access to SOC2. • Connect all feedback through integrations. • Track impact of theme and subthemes onmetrics.
HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you canidentify trends in
CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. WHAT IS UNIFIED DATA ANALYTICS AND WHY SHOULD YOU CARE? Unified data analytics is the process of using technology to make sense of the data that organizations collect across channels. In most cases, advanced technology is required: data cleaning will ensure the data is usable, entity resolution will ensure the data is accurate, and thematic analysis will help convert unstructured data intostructured.
CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or OPEN-ENDED QUESTIONS: HOW TO CODE & ANALYZE FOR INSIGHTS 6 main takeaways for coding open-ended questions. Coding is the process of assigning codes to open-ended answers, or other types of text data, after which text can be analyzed just like numerical data. Code frames can be flat (easier and faster to use) and hierarchical (more powerful). Code frames need to have good coverage and flexibleto
3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
WHY WORD CLOUDS HARM INSIGHTS According to Harris, word clouds “throw all of these principles out of the window”, lead to the wrong conclusions about the data and are therefore harmful. As an example he shows these two visualizations derived from the same datasets: 2. Word cloud of titles in the Iraq war logs from Fast Company. 12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely. SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you can identify trends in sentiment and particular themes. HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. CUSTOMER FEEDBACK ANALYSIS: HOW TO ANALYZE FEEDBACK 3.2 How to analyze customer feedback manually. This is how professional coders analyze data manually. You’ll need two spreadsheets. One for keeping your code frame of themes and subthemes. Another for coding each piece of feedback according to that code frame. Use two screens for efficiency. CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. WHAT IS UNIFIED DATA ANALYTICS AND WHY SHOULD YOU CARE? Unified data analytics is the process of using technology to make sense of the data that organizations collect across channels. In most cases, advanced technology is required: data cleaning will ensure the data is usable, entity resolution will ensure the data is accurate, and thematic analysis will help convert unstructured data intostructured.
CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or OPEN-ENDED QUESTIONS: HOW TO CODE & ANALYZE FOR INSIGHTS 6 main takeaways for coding open-ended questions. Coding is the process of assigning codes to open-ended answers, or other types of text data, after which text can be analyzed just like numerical data. Code frames can be flat (easier and faster to use) and hierarchical (more powerful). Code frames need to have good coverage and flexibleto
3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
WHY WORD CLOUDS HARM INSIGHTS According to Harris, word clouds “throw all of these principles out of the window”, lead to the wrong conclusions about the data and are therefore harmful. As an example he shows these two visualizations derived from the same datasets: 2. Word cloud of titles in the Iraq war logs from Fast Company. 12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely. CUSTOMER FEEDBACK ANALYSIS Custom demoFor medium or large businesses. • Custom analysis of one or multiple datasets. • Ability to test full Thematic's functionality. • Personalized, ongoing support from expert team. • Security pre-assessment, access to SOC2. • Connect all feedback through integrations. • Track impact of theme and subthemes onmetrics.
FEATURES | THEMATIC
Themes Editor. Ability to combine your unique knowledge with powerful AI to suit your company’s unique needs using a simple drag and drop UI. Ensures relevant, accurate and specific insights. Translation. Translating feedback into English prior to the analysis. Unified viewof
WHAT IS UNIFIED DATA ANALYTICS AND WHY SHOULD YOU CARE? Unified data analytics is the process of using technology to make sense of the data that organizations collect across channels. In most cases, advanced technology is required: data cleaning will ensure the data is usable, entity resolution will ensure the data is accurate, and thematic analysis will help convert unstructured data intostructured.
WHAT IS DEEP LEARNING? IT'S HISTORY AND PLACE IN OUR Deep Learning is a form of Machine Learning, it is known as “Deep” Learning because it contains many layers of Neurons. A neuron within a Deep Learning network is similar to a neuron of the human brain, another name for Deep Learning is “Artificial Neural Networks”. Image Source. A Deep Learning model is trained by setting an objective OPEN-ENDED QUESTIONS: HOW TO CODE & ANALYZE FOR INSIGHTS 6 main takeaways for coding open-ended questions. Coding is the process of assigning codes to open-ended answers, or other types of text data, after which text can be analyzed just like numerical data. Code frames can be flat (easier and faster to use) and hierarchical (more powerful). Code frames need to have good coverage and flexibleto
12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely. PART 3 OF 5: TEXT CATEGORIZATION, AN APPROACH TO TEXT Part 3: Text Categorization, an approach to Text Analytics. 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 andwhat’s possible.
DEEP-DIVE INTO CUSTOMER FEEDBACK FOR 4 LUXURY BRANDS We’ve used the AI powers of Thematic to see whether we can find any juicy insights in customer feedback, and here’s what we found. We’ve analyzed 16335 publicly available online reviews for 4 brands which often come to mind when thinking “luxury, global 4 TIPS FOR CREATING A VOC PROGRAM THAT CAN MEASURE CX SUCCESS 4 Tips For Creating A VoC Program That Can Measure CX Success. Customer Experience Customer Metrics. CX (Customer Experience) has become a bit of a buzzword, which is fantastic! More and more businesses are recognizing the importance of two things: 1. Understanding the customers' experience. 2. 3 EXAMPLES OF ACTIONABLE INSIGHTS FROM CUSTOMER FEEDBACK How to get meaningful, actionable insights from customer feedback - 3 examples AI & NLP Feedback Analysis. Your customer feedback is a gold mine. The rock walls are like your feedback, and the gold hidden within represents insight into your business and customer experience. CUSTOMER FEEDBACK ANALYSIS Custom demoFor medium or large businesses. • Custom analysis of one or multiple datasets. • Ability to test full Thematic's functionality. • Personalized, ongoing support from expert team. • Security pre-assessment, access to SOC2. • Connect all feedback through integrations. • Track impact of theme and subthemes onmetrics.
SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you can identify trends in sentiment and particular themes. CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or 3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
OPEN-ENDED QUESTIONS: HOW TO CODE & ANALYZE FOR INSIGHTS 6 main takeaways for coding open-ended questions. Coding is the process of assigning codes to open-ended answers, or other types of text data, after which text can be analyzed just like numerical data. Code frames can be flat (easier and faster to use) and hierarchical (more powerful). Code frames need to have good coverage and flexibleto
3 EXAMPLES OF ACTIONABLE INSIGHTS FROM CUSTOMER FEEDBACK How to get meaningful, actionable insights from customer feedback - 3 examples AI & NLP Feedback Analysis. Your customer feedback is a gold mine. The rock walls are like your feedback, and the gold hidden within represents insight into your business and customer experience. HOW TO PREFORM CHURN ANALYSIS [TEMPLATE FOR COLLECTING How To Perform Churn Analysis - Churn & Loyalty Customer Experience Feedback Analysis “I need a churn analysis! We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. 12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely. CUSTOMER FEEDBACK ANALYSIS Custom demoFor medium or large businesses. • Custom analysis of one or multiple datasets. • Ability to test full Thematic's functionality. • Personalized, ongoing support from expert team. • Security pre-assessment, access to SOC2. • Connect all feedback through integrations. • Track impact of theme and subthemes onmetrics.
SURVEY ANALYSIS IN 2021: HOW TO ANALYZE RESULTS Below we give just a few examples of types of software you could use to analyze survey data. Of course, these are just a few examples to illustrate the types of functions you could employ. 1. Thematic software. As an example, with Thematic’s software solution you can identify trends in sentiment and particular themes. CALCULATING THE ROI OF CX: COMPLETE GUIDE 2020 [INCLUDES Calculating the ROI of CX: Complete Guide 2020 AI & NLP Customer Experience Customer Metrics. This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action. HOW TO BUILD A TEXT ANALYTICS SOLUTION IN UNDER 10 MINUTES Part 1: How to build a text analytics solution in under 10 minutes. 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 a solution. CODING QUALITATIVE DATA: HOW TO CODE QUALITATIVE RESEARCH Coding is the process of labeling and organizing your qualitative data to identify different themes and the relationships between them. When coding customer feedback, you assign labels to words or phrases that represent important (and recurring) themes in each response. These labels can be words, phrases, or numbers; we recommend using words or 3 BEST PRACTICES FOR CODING OPEN-ENDED SURVEY QUESTIONSSEE MORE ONGETTHEMATIC.COM
OPEN-ENDED QUESTIONS: HOW TO CODE & ANALYZE FOR INSIGHTS 6 main takeaways for coding open-ended questions. Coding is the process of assigning codes to open-ended answers, or other types of text data, after which text can be analyzed just like numerical data. Code frames can be flat (easier and faster to use) and hierarchical (more powerful). Code frames need to have good coverage and flexibleto
3 EXAMPLES OF ACTIONABLE INSIGHTS FROM CUSTOMER FEEDBACK How to get meaningful, actionable insights from customer feedback - 3 examples AI & NLP Feedback Analysis. Your customer feedback is a gold mine. The rock walls are like your feedback, and the gold hidden within represents insight into your business and customer experience. HOW TO PREFORM CHURN ANALYSIS [TEMPLATE FOR COLLECTING How To Perform Churn Analysis - Churn & Loyalty Customer Experience Feedback Analysis “I need a churn analysis! We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. 12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely. THEMATIC ANALYSIS SOFTWARE: HOW IT WORKS & WHY YOU NEED IT Natural language processing (NLP) is a subcategory of Linguistics and AI. NLP programs teach computers to analyze large amounts of natural language, aka text. Thematic analysis software uses NLP to find themes in text. Often, this software also displays that analysis in analytic tools and dashboards. POWERFUL CUSTOMER FEEDBACK ANALYTICS FOR CX, INSIGHTS Head of CX at Atom Bank. No credit card required. Or get in touch for a personalized live demo on one of our sample datasets. Start your free trial. Discover themes in feedback. Text analysis of uploaded data. Learn how to use tools in guided tour. Drill down and run comparative analysis. OPEN-ENDED QUESTIONS: HOW TO CODE & ANALYZE FOR INSIGHTS 6 main takeaways for coding open-ended questions. Coding is the process of assigning codes to open-ended answers, or other types of text data, after which text can be analyzed just like numerical data. Code frames can be flat (easier and faster to use) and hierarchical (more powerful). Code frames need to have good coverage and flexibleto
WHAT IS UNIFIED DATA ANALYTICS AND WHY SHOULD YOU CARE? Unified data analytics is the process of using technology to make sense of the data that organizations collect across channels. In most cases, advanced technology is required: data cleaning will ensure the data is usable, entity resolution will ensure the data is accurate, and thematic analysis will help convert unstructured data intostructured.
3 EXAMPLES OF ACTIONABLE INSIGHTS FROM CUSTOMER FEEDBACK How to get meaningful, actionable insights from customer feedback - 3 examples AI & NLP Feedback Analysis. Your customer feedback is a gold mine. The rock walls are like your feedback, and the gold hidden within represents insight into your business and customer experience. CUSTOMER FEEDBACK ANALYSIS 101: WHAT’S THE BEST WAY TO 1. More business growth. By analyzing feedback and in turn, listening to your customers, you can increase upselling and cross-selling success rates by 15% to 20% (Gartner). This means improved customer retention, less churn, and a higher customer lifetime 12 BIG MISTAKES WHEN COLLECTING AND ANALYZING CUSTOMER Example of a Pivot table showing an insight: “14% of the Midwest customers love the brand, whereas less than 4% of the South customers do”. 9. Don’t keyword spot. Dabbling in keyword spotting is a very common mistake we often see which means your data simply won’t be analyzed completely. WHAT THE LATEST AI MODEL GPT-3 MEANS FOR CUSTOMER FEEDBACK The quality of the language model depends on the amount of data it has seen. GPT-3 is the largest model out there as of mid 2020. It is made up of 175 billion parameters (random subset of the Web). This cost OpenAI an estimate of $12M! OpenAI released the GPT-3 SENTIMENT ANALYSIS: DEFINITION, USES, EXAMPLES + PROS /CONS Sentiment Dictionary Example: -1 = Negative / +1 = Positive. 2. Machine Learning (ML) based sentiment analysis. Here, we train an ML model to recognize the sentiment based on the words and their order using a sentiment-labelled training set. This approach depends largely on the type of algorithm and the quality of the training data used. WHY INVEST IN THE NET PROMOTER SCORE? BENEFITS AND EXAMPLES. 2 key ways to use Net Promoter Score to drive growth. 1. Use NPS as a product development tool. Use NPS to determine if your customers like the service you provide but also how well your products perform. It can be a reliable leading indicator of growth in word-of*
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* Get started for free FOCUS ON THE BEST INSIGHTS, FASTER Your customers are telling you what to act on. But you struggle to make sense of all this feedback. Powered by AI, Thematic is the easiest way to discover the best insights in feedback. Act on what matters to your customers and make an impact. Show me more Get started for free WORKS WITH ALL YOUR FEEDBACK See our integrations5M+
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SINGLE VIEW OF YOUR CUSTOMER Packaged integrations with the systems you already use for surveys, social, contact center etc. Consistent and unified analysis. Unified data analytics WE'RE TRUSTED BY INDUSTRY LEADERS WORLDWIDE TO IMPROVE EXPERIENCES AND DRIVE RETURNS IN INVESTMENT95%
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I love the ability to look at themes for different segments at a high level, and then drill down to individual comments.Miguel Rodriguez
Head of HR Program Management Without Thematic, I spent heaps of hours working analyzing data. It definitely made my work easy with a professional presentation.Ronald Sapitula
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We are able to easily differentiate between verbatim themes that are noise (no impact to an overall metric) and those which are seriously impacting our CX metrics.Michael Sherwood
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TRUSTED BY TEAMS WORLDWIDE THEMATIC HAS ALL THE TOOLS AND INTEGRATIONS YOU NEED TO QUICKLY TURN YOUR TEXT FEEDBACK INTO ACTIONABLE INSIGHT Get started for freeLimited trial
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• Ability to test full Thematic's functionality • Personalized, ongoing support from expert team • Security pre-assessment, access to SOC2 • Connect all feedback through integrations • Track impact of theme and subthemes on metrics • Over time tracking for drivers of improvements • Purpose built and custom reporting • Assess initiatives for success • Over 20 additional features GET STARTED WITH YOUR PERSONALIZED DEMO Complete the form to get in touch with one of our experts to see the Thematic platform in action. We'll show you how you can use Thematic to find actionable insights in your feedback in just minutes, and how you can get a unified view of what your customers need regardless of feedback channel.First name *
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