Australia's largest supermarket retailer has committed to improving customer and employee experiences.
Woolworths Group, Australia's largest supermarket retailer, has teamed up with Thematic to enable the company to improve customer and employee experiences (CX and EX) with real-time feedback data across Australia and New Zealand (ANZ).
With Thematic's feedback analytics platform, Woolworths can save time, use customer and employee comments, and turn the data to develop insights to help the retailer drive better outcomes and create high-impact CX and EX initiatives.
Woolworths will be able to instantly identify and understand what's needed to enhance customer and employee experiences, identify new issues before they escalate and track the impact of initiatives.
Alyona Medelyan, CEO of Thematic, said that the company was thrilled to partner with the Woolworths Group to support the supermarket retailer in taking its customer and employee feedback to improve their experiences in a meaningful and actionable way.
"Our artificial intelligence (AI) technology has been trained on hundreds of millions of pieces of feedback and continues to evolve, allowing us to assist some of the world's best brands in building an in-depth understanding of their customers," stated Medelyan.
Thematic works with big names like Google, LinkedIn, DoorDash, and Atlassian to extract insights from their feedback data.
Thematic's natural language processing algorithm combines with the latest advances in AI to identify and quantify what matters in unstructured feedback in minutes. This AI automatically discovers and organises themes in text feedback after training on millions of pieces of feedback over many years. This frees researchers from training pre-canned taxonomies or manual coding, so they can focus on collaborating on the insights.
Organisations can refine and enhance the analysis to incorporate the business lens too. Thematic is the only text analytics solution where users can directly collaborate with AI, so the Voice of the Customer (VoC) themes aligns with business decision-making. Users can quickly validate the analysis within the interface, empowering people with customer stories and data to drive essential business decisions confidently.
Last month, Thematic launched a chatGPT-powered feature called Theme Summary, which instantly delivers a readable summary of any theme in a dataset. Users get a specific and valuable understanding of feedback without reading thousands of comments, which saves hundreds of hours.
Woolworths selected Thematic for its quick, AI-fuelled theme creation, intuitive, insightful dashboards, and the company's high level of partnership support.
"Australian and New Zealand (ANZ) presents many opportunities for Thematic. Signing Woolworths serves to sharpen our focus on the ANZ market further."
Medelyan continued that the company had recently appointed a new ANZ Country manager and that Thematic was excited to help more companies in the ANZ region get the most from their feedback data and become genuinely customer-led.
