Thematic

Thematic is a customer intelligence platform for enterprise customer experience teams. It analyzes unstructured feedback from sources such as support tickets, calls, app reviews and surveys, and turns it into themes, sentiment and reporting that teams can act on. The vendor describes itself as an intelligence layer that sits on top of an existing CX suite, with no rip and replace. Capabilities include unifying feedback sources into one view, themes and taxonomy that emerge from the feedback itself, and an Answers feature for asking questions in plain language and getting traceable results. Impact Analysis finds which themes move metrics such as NPS or CSAT, Revenue at Risk ranks themes by the money behind them, and a Scoring Agent produces CX metrics without waiting on surveys. Workflows route insight to the teams who act on it, and an MCP interface exposes the data to tools such as Copilot, Claude and ChatGPT. The platform emphasizes human in the loop AI that users can inspect and steer, plus enterprise controls for PII and compliance. A reporting service handles recurring reports on a customer's behalf. Use cases span voice of customer, research and insights, and voice of employee programs. Pricing is published in two tiers. The Foundation plan costs $25,000 per year and includes full platform access, an assigned customer success manager and 24/7 support. The Enterprise plan is a customized proposal with comment volume discounts, tailored onboarding and country specific rates.