Customer Intelligence for every team to act on

Enterprises are drowning in feedback, but the insights are fragmented. Every tool has its own AI summary, while every team is creating ad-hoc prompts. As dashboards, slide decks, and LLM reports multiply, conflicting narratives lead to slow decisions and stalled growth.

That’s why we believe the next era of Customer Experience is Agentic CX: a system where specialized CX Agents continuously turn unstructured feedback into answers, scores, and actions, guided by governance, definitions, and business context. 

Today, we’re launching a new chapter for Thematic: Customer Intelligence and Activation, a system that unifies unstructured feedback into a trusted source of truth, then delivers team-specific insights, predictive scores, and recommended actions.

Our mission is to get insights from every voice into the hands of every decision maker for action and impact. 

We're opening early access to three capabilities that enable it, multiplying the value of all of your unstructured data: Lenses, Scoring Agent and Predictive Actions. Together, they lay the groundwork for our CX Agents: context → measurement → activation.

Lenses (the context layer for Agentic CX)

Traditionally, feedback is analyzed using taxonomies of topics or themes. A single company-wide taxonomy is unwieldy and not detailed enough. A separate taxonomy for each dataset or for each team creates fragmentation and misalignment. 

In an Agentic CX world, this is more than an analytics problem, it’s a trust problem. Agents can’t reliably answer questions or drive actions for every team when working from different definitions of customer truth. 

Lenses aligns humans and CX Agents with the same customer truth. The main company lens unifies feedback from every channel into one comprehensive set of themes that capture customer truth. Each team can also create a lens that fits their decisions, or you can create a lens for a specific use case or task.

Datasets are separate from Lenses, meaning that you can always toggle which dataset you want to view through a lens. As a result, each team gets relevant insights without the data wrangling, and your CX Agents stay consistent across channels.

Here’s what makes Lenses so powerful:

• One complete customer Lens across conversations, reviews, surveys, tickets, complaints.
• Tailored decision-ready Lenses. E.g. Support sees call center and resolution issues, Marketing sees value perceptions and brand risks, while Product sees feedback on features, flavors or size.
• Robust cross-channel analysis with Thematic managing integrations and best practices for aligning complex data.
• Audit and permission controls make it easy to control how data is analyzed and shared between stakeholders.

Scoring Agent (from feedback to outcomes)

Survey-based Voice of Customer programs suffer from low response rates, ineffective rating scale questions, and blunt metrics like CSAT or NPS. The richest signals live in call center transcripts, support tickets and complaints, but they are hard to standardize into metrics that track improvements over time.

The Scoring Agent uses AI to generate metrics tailored to specific business outcomes. You define what you want to measure and Thematic detects patterns in the unstructured feedback to produce consistent scores. This can be a metric you want to scale across channels (synthetic NPS, Customer Effort Score), a hard-to-measure attribute (trust, release quality, engagement), or a financial outcome (propensity to churn, likelihood to expand an account).

In Agentic CX, scores aren’t just reporting. They’re how teams align and trigger action.

Here’s what makes the Scoring Agent a game changer for VoC:

• Unified and accurate metrics across feedback channels, comparable and trackable.
• Clear view of the why behind a metric: Help each team understand what’s driving their metric by linking scores to themes via Thematic impact and waterfall charts.
• Faster link to action by measuring outcomes teams recognize and triggering relevant workflows. E.g. The retention team gets a daily list of customers at risk, Ops team is shown issues that require repeated follow-ups, while Compliance is flagged when risk language appears. 
• Less reliance on surveys while delivering better insights.

Predictive Actions (closing the loop at scale)

Customer feedback is full of improvement opportunities. Some require better processes, changes to policies, or new product features. Others can be solved on the spot. But without clearly prioritized actions for individual teams, insights are likely to stay in dashboards and slide decks.

Predictive Actions solves the holy grail of Customer Experience: closing the loop with customers at scale, both inner and outer loop. For each piece of feedback, Thematic determines the best action, guided by your team’s knowledge of what’s possible.

This is where Agentic CX becomes real: insights don’t just get reported. They get routed, prioritized, and operationalized.

Here’s how Predictive Actions multiplies the impact of your team:

• Unifying feedback based on actions, rather than themes or sentiment. 
• Driving process improvements that teams want to hear about. E.g. Operations get notified of critical “make it right” opportunities, Sales get alerted of customers ready for an upsell, while Marketing sees where the most value is delivered to initiate a case study.
• Prioritizing strategic actions: Instantly surface outer loop signals for the teams who can fix the underlying issue, with full context, evidence and metadata to act with confidence.
• Delivering more value by shifting focus from reporting to orchestrating what can be actioned.

How is Thematic Customer Intelligence and Activation different

Our point of difference is how we bring AI into the enterprise:

1. Best-of-breed AI. Thematic is powered by the latest AI models, selected and optimized for each practical job in delivering customer intelligence, based on accuracy, performance, and cost. This means that you can get results fast, day-after-day, not just in demos.
   
   
2. Human in the loop approach keeps you in control: transparent analysis, auditability, and the ability to guide and govern how feedback is interpreted and distributed across teams.
   
   
3. Enterprise-ready solution with data and access governance, auditability, repeatability and security built-in by design. 

Our goal is to help you unify unstructured feedback in a way that makes it more decision and action ready cross-functionally. The outcome is not just better use of AI, but also an opportunity for your team to cement their position in the organization as the connective tissue between what technology can deliver and what business needs to drive results.

Our early access program opens today

If you’re a Thematic user, reach out to your Customer Success Manager for a demo.

Not a Thematic customer, but interested in how it works? Book a tailored demo to see these features in action or even test them out on your data.

Want to learn more? Join our webinar on March 25th at 1pm PT | 4PM EDT for a detailed walkthrough. 

If you’re in the Australian region, we have a March 26th 10am AEDT session for you.

We are excited to share with you how the most successful CX teams drive impact across the organization by unifying feedback, tailoring insights with Lenses, and turning customer intelligence into action with CX Agents.