DECISION-READY VIEWS FOR EVERY TEAM

One customer truth. A tailored view for every team.

Lenses unify your feedback into a single, governed source of customer intelligence, then shape it into decision-ready views for every team that needs to act on it.

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Loved and Trusted by Leading Enterprises

The Transformation

Fragmented feedback is costing you alignment. Lenses fixes that.

Without Lenses

Each channel lives in its own dashboard
Every team runs its own analysis
No shared taxonomy, no shared truth
Insights stuck in reports nobody reads
Leadership asks a question. Four teams give four answers.

With Lenses

One theme taxonomy across every feedback channel
Each team sees a view built for their decisions
New channels plug into the same source of truth
Emerging issues surface before they escalate
Every insight traces back to the raw feedback behind it

HOW IT WORKS

How Lenses work

Your AI tool gains access to the data and tools inside Thematic, alongside everything else it can already do.

01. Unify

Connect every feedback channel: surveys, tickets, call transcripts, app reviews, and social. Thematic builds themes from the data itself, not a static taxonomy built two years ago. Every theme traces back to the raw comments behind it.

02. Tailor

Any team builds their own Lens from that shared foundation. Describe what you need in plain language. Thematic generates a focused theme structure for that team's decisions only. Support sees contact drivers. Product sees release signals. A regional manager sees only what their location can act on.

03. Govern

Permissions, sharing controls, and audit trails keep CX leaders in command as Lenses scale. Every team works from the same grounded source of truth. Every insight stays trustworthy and traceable, from the theme down to the original comment.

See Lenses in action

Company-wide context, team-specific focus.

Thematic's product team walks through building a company-wide VoC Lens and creating team-specific cuts that filter out everything irrelevant. One source of truth, tailored for everyone.

Use Cases

Decision-ready views for every team

Support

Support sees the contact drivers, repeat issues, and resolution gaps that are costing your team time. They use that view to fix root causes before they escalate into volume spikes.

Product

Product sees feature feedback, release regressions, and usability friction mapped to their roadmap, so they can prioritise the right fixes and ship with confidence.

Marketing

Marketing sees brand perception, value drivers, and campaign sentiment in one view, so they can sharpen messaging and track how it lands in the market.

Operations / Store

Operations and store managers see process friction, cleanliness, staff experience, and food safety filtered to their location, so they can act on the issues they can actually control without drowning in themes that belong to corporate.

CX Leadership

CX Leadership sees the full customer story across every channel, giving them the single source of truth they need to align the business and make the case for CX investment.

TRUST AND GOVERNANCE

AI you can inspect. Insights you can defend.

Most teams do not need more AI. They need AI they can trust in production.

Lenses are built on the same principles as Thematic's broader Agentic CX platform: transparency, human-in-the-loop control, and auditability at every step.

Every theme shows you what evidence it was built on and which dataset it came from. Every insight traces back to the raw comments behind it. Predictive scores are based on what customers actually said, not on model assumptions.

Scale insight across your organisation without losing trust in it.