CUSTOMER EXPERIENCE

From Customer Signal to CX Action, Without the Analysis Grind

Thematic powers VoC programs with one consistent analysis across every channel, score changes connected to specific causes, and intelligence that reaches every team. So insights teams focus on business impact and strategy, not data gymnastics.

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Loved and Trusted by Leading Enterprises

Connect and unify feedback sources

Pull in NPS and CSAT surveys, support tickets, call transcripts, and reviews so every team is working from the same customer picture, not a partial slice.

Analyze themes scores and categories icon

Analyze for themes, scores and categories

Thematic's AI identifies what customers are actually saying, maps themes to your score movements, and keeps the model current without manual maintenance.

Get specific and actionable intelligence

Go from a score drop to a specific issue, with driver analysis and Deep Dives that show what's hurting most and how much fixing it would move the dial.

Drive actions and close the loop

Route the right insight to the right team owner, connect CX actions to measurable score movements, and make the case for continued investment in the program.

UNIFY CUSTOMER FEEDBACK

One View of Every Customer Signal, Across Every Channel

When feedback is scattered across tools and teams, everyone ends up with a different theory about what's wrong. Thematic makes it easy to connect and combine all unstructured and structured data, so CX teams have one consistent view and the whole business is working from the same evidence.

Connect surveys, tickets, call transcripts, and reviews so no team works from partial data
Layer in customer metadata to filter by segment, journey stage, account type, or product
Push themes and scores to Snowflake, BigQuery, or BI tools your operational managers already use

Find exactly what's hurting and helping NPS and CSAT

Knowing your score dropped isn't enough. Thematic maps feedback to specific themes and ranks them by their actual impact on NPS, CSAT, or any metric your scoring agent tracks. So you can see exactly what's pulling metrics up or dragging them down, and why they shift over time.

Monitor themes by impact, not just volume, so you know what to fix first
Segment by location, region, or customer type to find where scores are worst
Instantly see the specific issues within themes. Deep Dive does the digging for you

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DRIVE ACTION AND PROVE IMPACT

Get insights to the right teams. Prove CX is working

CX teams that can't show what changed, and why, lose the budget argument. Thematic makes it easy to get insights to the right people, prove the impact of every initiative, and act on risks before they escalate. So the case for continued investment makes itself.

Surface risks and opportunities as they emerge so no chance to close the loop is missed
Push reports to frontline managers automatically by store, location, or division
Track how themes move before and after initiatives, so you have clear evidence of what worked

Enterprise Platform

Purpose Built For Strong Governance And Security

From AI and data governance to robust architecture and enterprise-grade security, Thematic helps you break down data silos with efficiency and peace of mind - to get more value from unstructured feedback.

Learn About Thematic Data Governance

Defensible intelligence, not black-box AI

Every theme traces back to the raw customer comments that created it. You are always in control of how feedback is interpreted and distributed.

Enterprise-Level Specialist Support

Enterprise implementations are up and running within days, not quarters. No dependence on external service providers or reconfiguration partners.

Secure and Compliant Foundations

We meet the highest industry compliance standards, including SOC 2 Type II, GDPR and CCPA - and have successfully passed every audit since starting operations.

Access control and audit management

Thematic enforces role-based access controls, with unique login identifiers and built-in audit logs for complete visibility into data and user activity - simplifying data governance at scale

CUSTOMER IMPACT

Customer Intelligence To Help Every Team Make Faster and Smarter Decisions

Thematic transformed our 20,000 monthly verbatims from overwhelming noise into our most strategic asset.

Mark Vaughan, Head of Customer Insights

Our partnership with Thematic helps us get clear customer intelligence to directly inform our product roadmap and corporate strategy. Because everything we do should make our customers lives easier. With the insights, we've seen significant improvements, such as a 30% decrease in contact centre failure.

Michael Sherwood- Head of Customer Experience, Atombank

In quickly getting the voice of the customer from a survey to the CEO’s desk, Thematic is by far the best solution. Thematic is easier to use for refining themes and the model. It’s able to synthesise the impact that themes have on the overall score. It’s simple to triangulate third party data sets and easily compare cohorts of data

Blake James - Executive Manager Research and Insights

Thematic has a great UI and is very intuitive, with not much training required to start using the software. You need to understand what you need to do in order to change performance. Thematic does that.

Melanie Disse - Customer Research Specialist, Vodafone

We wouldn’t be able to get the quality of insights without Thematic. Everyone uses it, understands it and it’s a driver of insights and time savings.

Zach Schendel, Head of Research

Not only did Thematic uncover new actionable insights, but they reduced our time to insight from 7 days to 5 hours - less than 9% of our previous analysis time, while using multiple datasets for analysis.

Head of Customer Insights - APAC Leading Retailer

Leading retailer customer testimonial card

The Music Instruments industry has a lot of very specific terminology and product information so a lot of other solutions were just not appropriate. It's important that Thematic is customizable, and scaleable too. Armed with Thematic, I can enter discussions with industry partners, knowing where the issues lie.

Young Ly- CEO, Serato

Common questions

Answered before the first call.

The questions enterprise buyers ask most. Answered directly.

Our CX platform already includes text analytics. Why do we need Thematic?

Built-in text analytics in CX platforms are designed to score and route, not to explain why scores are moving or what to prioritize next. They find what you told them to look for. Thematic builds themes from the bottom up, from actual customer language, so you see what's really happening including the issues you didn't know to ask about. The result is a model your whole organization trusts, not just the CX team.

How do I show leadership that a CX initiative actually moved the score

The platform provides a combination of features to help you pinpoint why metrics shifted. Our customers find our waterfall analysis of historical impact trending to be very useful in evaluating impact. Tag the launch of an initiative, whether a product fix, a process change, a service improvement, and track how the related themes shift before and after. You get a clear, period-by-period view tied to your NPS or CSAT movement that you can share with leadership. No manual prep required.

Our operational managers won't log into another platform. How does Thematic reach them?

They don't need to. Thematic pushes automated reports filtered by store, region, or division, delivered by email or directly into the BI tools teams already use. The CX team configures it once; insights reach the right people automatically from then on.

How long before we see the first insights?

Most teams produce their first analysis within days of connecting their data. There is no taxonomy-building phase, no lengthy configuration, and no model training before you see output. Thematic's onboarding specialists work with your team to validate the first themes against your business context.

What does maintaining the theme model look like as our business changes?

There is no quarterly rebuild. Thematic's Theming Agent monitors what customers are actually saying and flags when new themes are emerging or existing ones are shifting. Your dedicated specialist reviews quality and surfaces anything that needs attention. The model stays current without analyst intervention.

Can product, operations, and support teams access insights relevant to them without the CX team running every report?

Yes. Thematic uses role-based Lenses so each team sees the themes, scores, and trends relevant to their area, from the same underlying data. The CX team owns the model; everyone else self-serves.

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