Making sense of unstructured customer feedback is complex. Getting it wrong wastes time and misleads decisions. Getting it right transforms businesses and keeps customers coming back.
Our thought leadership articles come from people who've solved these problems - not theorized about them. Our contributors have built CX programs for Fortune 500 companies, pioneered voice-of-customer methodologies, and developed the AI approaches that power modern feedback analytics.
Alyona Medelyan, CEO & Co-founder isn't just a CEO—she's a visionary who saw the future of customer feedback analysis before anyone else. Her PhD in Natural Language Processing and academic research has been driven by one simple belief: businesses deserve better than "black-box" AI.
Follow Alyona Medelyan PhD’s journey from text analytics expert to being a thought leader and industry innovator for enterprise companies across the globe.
Earned PhD in Natural Language Processing, funded by Google. Established herself as a leading researcher with groundbreaking work in text analytics, accumulating 3000+ citations from fellow researchers worldwide.
Ran a successful NLP consultancy, helping businesses unlock insights from unstructured data. Discovered the critical gap in the market for transparent, actionable feedback analysis tools.
Officially launched Thematic after collaborating with initial clients to create the forerunner solution. Focused on quick, effortless analysis that tied qualitative feedback directly to business metrics.
Leading Thematic as the premier feedback analytics solution, serving some of the world's best companies with cutting-edge AI that combines speed, accuracy, and transparency.
The people writing for us are practitioners who've cracked the code on turning customer feedback into business results. They've led transformations at companies like IBM, Starbucks, and Atlassian. They've written the books that define customer experience. They've built the AI methodologies that work.
Their insights help you avoid the common mistakes and focus on what actually drives results.
Nathan is the kind of CTO who gets invited to keynotes like AWS Cloud Day because he's figured out how to innovate with AI to solve real problems while building trust with users. His philosophy centers on helping businesses understand their customers while guaranteeing data security principles that made Thematic profitable.
PhD-level AI research expertise with proven CTO leadership experience, specializing in large language models and speech recognition systems. His academic foundation provides deep technical knowledge for building sophisticated AI solutions that transform customer understanding.
Rob is the rare data scientist who makes complex LLM analysis both scalable and verifiable, then humbly explains exactly how in terms anyone can understand. He tackles fierce waves while kite surfing and applies the same fearless methodology to solving accuracy challenges.
Gary developed the core CX methodologies used across a 1,300-person consulting firm, from VOC programs to KPI dashboards that prove CX value to skeptical executives. His expertise in translating customer insights into executive alignment makes him the trusted advisor who turns CX initiatives into measurable business outcomes.
With 30+ years transforming CX at Fortune 250 companies, Lynn coined influential frameworks including "4 Gold CX Leader Metrics" and "Experience Leadership." Her "realities vs. expectations" methodology has driven double-digit revenue increases worldwide, making her a CustomerThink Hall of Fame recipient and multiple-time #1 Author of the Year.
Gustavo combines customer experience expertise with customer discovery mastery, bringing a unique product development lens to CX. As a CCXP and contributor to Customer Experience Magazine, he challenges conventional CX wisdom through popular content, focusing on data-driven, results-oriented strategies. His practical approach to measuring and improving customer satisfaction sets him apart as a voice for actionable CX insights.
Anton bridges technology leadership and customer intelligence, bringing deep business analytics to the CX conversation. His background spanning commercial banking IT and startup technology development gives him unique insights on how data infrastructure enables superior customer experiences. Anton's expertise in operationalizing customer feedback through advanced analytics helps companies unlock actionable intelligence from their customer data.
Mick brings engineering rigor to customer experience, combining mechanical engineering expertise with data analytics to create robust feedback systems at Atlassian. His aerospace background and lean six sigma experience give him rare expertise in building closed-loop feedback systems that drive product decisions. Mick's specialty lies in translating complex customer data into actionable engineering solutions that improve user experiences.
Marketing Hall of Fame inductee who literally wrote the book on Voice of Customer marketing. Ernan's pioneering VoC methodologies have revolutionized how Fortune 500 companies including IBM, Microsoft, and QVC transform customer insights into competitive advantage and revenue growth. His deep-dive research approach uncovers the emotional drivers behind customer behavior, making him the go-to expert for companies seeking to transform customer data into competitive advantage.
Dr. Michelli has documented customer experience excellence at world-renowned brands through nine bestselling books featuring Starbucks, Ritz-Carlton, Mercedes-Benz, Zappos, and Airbnb. His unique background as clinical psychologist and organizational consultant enables him to decode the human elements driving exceptional experiences. Joseph's research-backed insights and Certified Speaking Professional expertise make him a powerful voice for leaders seeking to build customer-obsessed cultures.
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Andy created the "Think in 3D" methodology helping businesses become "Dramatically and Demonstrably Different" from competitors. His 30+ years researching winning businesses and work with brands like Tommy Hilfiger and Asda has identified the seven characteristics that separate market leaders from followers. Andy's down-to-earth approach delivers practical tools that organizations can immediately implement to create lasting competitive advantage.
Scott leads customer experience and advocacy strategies at Rockend, redefining CX measurement beyond traditional NPS to focus on interaction quality and employee experience. His practical approach to cloud technology and self-service solutions positions him as a forward-thinking voice in modern B2B customer experience transformation.
Melanie transforms customer feedback into actionable business intelligence as a strategic CX consultant and regular contributor to Customer Experience Magazine. She specializes in helping organizations move beyond data collection to genuine experience improvements through VoC program design and text analytics. Her hands-on approach to building customer-centric cultures makes her a trusted advisor for companies seeking to operationalize feedback at scale.
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