Thematic is the customer intelligence platform that turns survey responses, calls, tickets, and reviews into a single voice of customer truth for CX teams—to then deliver tailored insights that drive confident action across Operations, Product, Marketing, and Compliance.
Why did your score change? What are the critical pain points to fix? Is the new feature working? What did customers say about it? Thematic makes it easy to get answers and prioritize issues—helping every decision-maker answer questions on the spot, with data they can trust.
One Trusted Foundation for Customer Intelligence
Thematic connects feedback across surveys, tickets, calls, and reviews in one click—creating a single, unified stream of customer intelligence. Our enterprise-grade infrastructure ensures secure access and complete control over your data, so you can consolidate feedback from across geographies, languages, and channels without compromising on governance.
Unlike traditional analytics tools that require you to define categories before analysis begins, Thematic's AI discovers and enriches themes as feedback comes in. You act on what customers actually say, not what you expected to find. And because our system preserves context over time, teams see what's changing—not just what's loud.
This is customer intelligence grounded in trends and institutional memory, not static snapshots.
Tailored Intelligence for Every Team
Product, CX, Support, and Marketing all work from one trusted source of customer intelligence, but get insights tailored to their specific decisions.
With Theme Lens, each team builds their own analysis model on top of the unified feedback stream. Product teams connect feedback to specific features and releases. Marketing teams surface customer language that informs positioning and messaging. Support teams identify effort drivers. CX teams track satisfaction trends. Everyone looks at the same customer reality, but through the precise lens they need to make confident decisions.
Tailored Metrics take this further. Teams define their own outcome metrics—effort, satisfaction, trust, release quality—and Thematic's AI turns raw feedback into consistent, metric-like scores on any dataset. No manual tagging. No model training. Just structured intelligence aligned to what each team needs to measure.
Role-based dashboards make it easy to drive ownership and take action with the most important metrics, issues, and channels for each team. Instead of one generic dashboard that serves no one well, every function gets a view that surfaces what matters most to them.
From Listening to Action
Most feedback programs stop at listening. Thematic is designed to drive action.
Our AI × Human engine discovers customer truth as it emerges in feedback—quantified, verified, and grounded in context and trends—then customizes that intelligence to specific decisions. Human experts can refine theme models and tailor analytics to serve each department's needs, ensuring insights are always relevant and actionable.
Thematic Answers puts this intelligence at everyone's fingertips. It's an interface that understands natural language queries and searches across all tickets, surveys, calls, and reviews, so insights are complete, consistent, and source-linked. Anyone in your company can ask questions about customer feedback and receive immediate, evidence-backed answers—no technical skills required.
Need to go deeper? Deep Dive automatically identifies specific insights and trends that surface in themes, quantified and traced back to verified customer quotes. When leadership asks "how do you know this is accurate?" you have the evidence to defend your recommendations.
Enterprise-Ready at Scale
Thematic is built for enterprises managing millions of feedback records across multiple sources, regions, and languages.
Our platform automatically creates focused, department-specific intelligence with strong governance controls to ensure consistency and compliance across your entire customer intelligence operation. Role-based access, audit trails, and enterprise security standards mean you can scale confidently without sacrificing control.
Integration is seamless. Connect your existing tech stack—survey platforms, CRM, support tools, review sites—in one click. Thematic fits into how your teams already work, pushing insights directly into existing workflows to enable automatic loop-closing and immediate action.
The Result
Powerful customer intelligence that makes it easy to get a cohesive analysis of your qualitative and quantitative data across channels—what's happened, where, among who, and why. Enterprise customers typically see payback within three months, with one reporting 543% ROI over three years.
As LendingTree discovered: "Thematic works straight out of the box," eliminating manual coding and model training.
Trusted by Leading Enterprises
Google, LinkedIn, DoorDash, Mitsubishi, AppFolio, Bill.com, Woolworths, K-Mart, Jetstar, NBN, Fonterra, and Atlassian trust Thematic to power customer intelligence across their organizations.
Key Capabilities
Connect feedback in one click: Unify surveys, tickets, calls, and reviews into one trusted source of customer intelligence with enterprise-grade security and data control
* Theme Discovery: Thematic AI builds themes directly from your feedback data and enriches them as new data comes in. Guide the AI with your business knowledge to get specific—fast, precise, and unbiased.
* Theme Lens editor: Each team builds their own analysis lens for their specific decisions while working from the same unified foundation
* Tailored Metrics: Define custom outcome metrics and let AI turn raw feedback into consistent scores on any dataset
* Deep Dive: Automatically surface specific insights and trends, quantified and traced to verified customer quotes
* Thematic Answers: Natural language interface that searches across all feedback sources for complete, consistent, source-linked insights
* Role-based dashboards: Drive ownership and action with dashboards that surface the most important metrics, issues, and channels for each team
Turn Fragmented Feedback Into Your Competitive Advantage
Use your customer feedback intelligently. With Thematic, every function gets the precise insights they need to make faster, more confident decisions—all from one trusted source of customer truth.
Learn more at getthematic.com
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Overview by
Alyona Medelyan
