Thematic is the intelligence layer your CX suite was missing. One defensible source of customer truth for your team and AI agents across every channel. No rip and replace.
App reviews knew five weeks earlier
Tariffs come up in 2,859 comments this quarter, up 74% on Q2, and the complaint is rarely the price itself.
Customers accept the increase but not the way it appeared. The largest granular theme is tariff increase not explained at checkout, followed by no notice before the increase took effect. A smaller and angrier group say the tariff was applied to items marked exempt, and those are the comments asking for refunds.
App review signalExempt-item complaints appeared in store reviews five weeks before the first support ticket. Your survey saw 12% of the tariff theme.
App reviews knew five weeks earlier
Exempt-item complaints appeared in store reviews five weeks before the first support ticket. Your survey saw 12% of the tariff theme.
Your CX platform promised insights out of the box. Instead you got static taxonomies that drift. Black-box AI you can't defend. A different customer story in every channel. Thematic fixes the foundation. One source of truth, every theme traceable to the raw comments behind it.
Every cycle starts with validation. Reconciling outputs, checking whether themes still reflect reality. Analysts spend their best hours on the data before a single insight reaches a decision-maker.
Your team is prompting differently. Product's version of the customer story doesn't match CX's. Each tool trained on a different slice, making the inconsistency worse at scale.
One trusted view of your customer, built from the bottom up across every channel.
Every team sees the insight that matters to them, tied to the metrics that matter to the business.
Each team knows what to act on, and when. Whether that's support closing the loop with a customer today, or product changing a feature next quarter.
The intelligence layer your AI agents can trust.Use Thematic agents to prioritize action, or deploy your own agents knowing their actions are based on the same customer truth. Not six different interpretations of it.
Works alongside your existing stack
Up and running in days, not quarters
No taxonomy rebuilds required
Professional services dependency ends
Dedicated specialist support from day one
Enterprise security and compliance built in
How Thematic works
Step 01 — Ingest
Surveys, support tickets, call center transcripts, app reviews, CRM notes. Directly from your existing systems or data warehouse. PII redaction and language translation built in. Privacy preserved, global analysis enabled. SOC 2 Type II certified. Every source in one place.
Read more about data integrations.
Step 02 — Unify
Not channel-by-channel analysis. One view, structured around how each team actually works. Role-based access and audit controls built in by design. Product sees feature friction. Operations sees service failures. CX sees the full picture. Same underlying data. Tailored to each team's needs. No more conflicting versions of the customer story.
Learn more about data unification.
Step 03 — Understand
Not a predefined taxonomy. The Thematic Theming Agent surfaces what's present in customer language, including what's emerging before it becomes a crisis. Every theme traces back to the exact words that created it. You can see inside it, adjust it, and steer it.
Read more about Thematic’s approach.
Step 04 — Prioritize
Themes scored by business impact. The Thematic Scoring Agent generates predicted NPS, churn propensity, and effort scores from unstructured feedback, without waiting for survey data. Walk into any executive conversation with a prioritized list and the numbers to back it up.
Learn more about prioritization
Step 05 — Activate
Thematic Predictive Actions route insights to the right team, in the tools they already use. Tickets created. Alerts triggered. Dashboards updated. AI agent workflows connected via open architecture. To improve individual experiences and address root causes.
Learn more about activation
Outdated taxonomies
Siloed dashboards
Conflicting AI summaries
Manual rework every quarter
Outputs nobody can defend
Insights that don't travel across the business
One trusted view of the customer
Every team sees what matters to them
Early warning on emerging issues
Executive-ready evidence on demand
Outmaneuver competition on customer signals
Decisions that hold up under scrutiny
Return on investment
Forrester Total Economic Impact Study
Annual savings documented
Forrester Total Economic Impact Study
Faster time to insights
Customer-reported outcome
Fewer contact center calls
Forrester Total Economic Impact Study
Before adding Thematic to a budget as a new line item, account for what it removes from that same budget.
Professional services fees for taxonomy reconfiguration
Analyst hours on data wrangling and model maintenance
External consulting costs for periodic model rebuilds
Decisions made on stale, fragmented, undefendable data
A system that gets more valuable the longer it is used
A path to replace legacy tools when you're ready, on your own timeline
Thematic specialists who know your data and your business
Decisions made on evidence that holds up under scrutiny
These are not projections. They are the documented outcome of enterprise teams who made the shift. Read report
The questions CX solutions buyers ask most. Answered directly.
If you still have questions, book a call with our sales team using the form below.
Built-in text analytics are typically rule-based systems built on taxonomies your team defines and maintains. They find what you already know to look for. Thematic works from the bottom up, discovering themes from actual customer language without predefined categories. The result is insights that stay current without quarterly reconfiguration, issues caught before they escalate, and outputs your entire organization trusts rather than questions.
No. Thematic deploys on top of your existing infrastructure. No rip-and-replace project. No internal replatforming. Most teams are surfacing insights within days of connecting their data. Many eventually move Thematic into the centre of their stack, but that decision comes from confidence, not obligation.
GPT can summarise feedback. Thematic builds meaning over time. A GPT summary gives you a confident-sounding output with no way to trace it back to the customer language behind it, no consistency across teams, and no institutional memory when you return next quarter. Thematic builds a versioned, traceable theme model that every analyst can interrogate and every leader can verify. The AI shows its working.
This is exactly where Thematic's architecture matters most. Agents are only as trustworthy as the intelligence layer underneath them. Thematic provides the consistent, traceable foundation that agents need to act from. Without a unified source of customer truth, agents built on fragmented data will produce confident-sounding decisions that nobody can reconcile or defend. Thematic is the layer that makes agentic CX reliable.
Most teams produce their first analysis within days of connecting data sources. There is no lengthy professional services engagement, no taxonomy-building workshop, and no model training phase before you see output. Thematic's dedicated onboarding specialists work with your team to configure the platform and validate the first themes against your business context.
Start with what Thematic replaces rather than what it costs. Add up professional services fees for taxonomy maintenance, analyst hours on data wrangling, and any external consulting for model rebuilds. In most cases, Thematic replaces those costs rather than adding to them. The Forrester Total Economic Impact Study validated 543% ROI with payback under 6 months and $652K in annual savings.
There is no maintenance cycle in the traditional sense. Thematic's Theming Agent continuously adapts to what customers are actually saying, so the model stays current without quarterly rebuilds or analyst intervention. Your dedicated specialist monitors theme quality and flags anything that needs your attention. The system gets more accurate over time, not less.
Both. The insights team typically owns the platform and the theme model. But Thematic is built so that product, CX, operations, and strategy teams can each access the view that matters to them, without needing the insights team to run a report first. Role-based access means everyone sees what they need, and nothing they do not.
