Case Study: MMGY and a Global Cruise Line achieve automated, segment-level customer insights and save 1 FTE with Thematic

Uncovering insights in customer feedback and RFID behavioral data

MMGY + Global Cruise Line, a partnership between MMGY Global and a major cruise operator, faced the challenge of making sense of roughly 8,000 monthly open-ended comments plus CRM and Medallion RFID behavioral data to understand issues by customer segment. Manual analysis was too slow to support executive questions or ongoing insights, so they engaged Thematic to apply its automated theme-discovery and reporting capabilities to the feedback stream.

Thematic automated bottom-up theme discovery and integrated RFID transaction and trip records to segment comments (for example, passengers who purchased drinks and reported payment issues), delivering instant “Top 3” issue reports and fast ad-hoc drill downs. Thematic’s solution eliminated the need for a full-time analyst (1 FTE saved), provided continuous clarity on customer concerns, and enabled MMGY and the cruise line to answer stakeholder questions quickly with quantified, word-backed insights.

MMGY + Global Cruise Line