Woolworths Group selects Thematic for better insights

Supermarket retailer Woolworths Group has selected feedback analytics platform Thematic to help improve customer and employee experiences (CX and EX), with real-time feedback data across Australia and New Zealand.

Using the platform, Woolworths is able to save time and use comments from customers and employees to develop insights that will help the retailer drive better outcomes and create high-impact CX and EX initiatives.

The retailer can also instantly identify and understand what’s needed to enhance customer and employee experiences, uncover new issues before they escalate and track the impact of initiatives.

Thematic’s natural language processing algorithm combines with the latest advances in AI to identify and quantify what matters in unstructured feedback in minutes. The platform’s AI discovers and organises themes in text feedback automatically 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.

Woolworths selected Thematic for its quick, AI-fuelled theme creation and intuitive, insightful dashboards as well as the company’s high level of partnership support.

Image credit: iStock.com/Shutthiphong Chandaeng