# Thematic

> Thematic is an AI-powered customer feedback analytics platform that turns unstructured feedback - surveys, support tickets, reviews, call transcripts and social posts - into themes, sentiment and quantified insight. Founded in 2017 in Auckland, New Zealand by NLP researcher Dr. Alyona Medelyan and Nathan Holmberg, the company builds a bottom-up taxonomy from customers' own words rather than forcing feedback into predefined buckets, and layers a generative-AI query tool called Answers on top. Its software is used by enterprise CX and insights teams at companies including DoorDash, LinkedIn, Instacart, Vodafone and Atom Bank.

- **Founded:** 2017
- **Headquarters:** Auckland, New Zealand
- **Founders:** Alyona Medelyan (Co-Founder & CEO), Nathan Holmberg (Co-Founder & CTO / VP Product)
- **Team size:** ~20
- **Products:** Themes & Taxonomy, Answers, Lenses, Impact Analysis, Scoring Agent
- **Notable:** Forrester Total Economic Impact study found 543% ROI over three years with payback in under six months, Customers report up to 92% faster time to insight and up to 69% reduction in contact-center calls, SOC 2 Type II certified

## Products & services

- **Themes & Taxonomy** — AI-driven theme discovery that builds a taxonomy from customers' own language instead of relying on predefined categories, so emerging issues surface automatically.
- **Answers** — Generative-AI query tool: ask a question in plain English and get a narrative answer with visualizations and verbatim customer evidence.
- **Lenses** — Unified views that combine feedback across sources - surveys, tickets, reviews, calls, social - into one traceable source of customer truth.
- **Impact Analysis** — Correlates themes with business metrics like NPS and CSAT to quantify which issues move the numbers.
- **Scoring Agent** — Derives CX metrics and synthetic scores from feedback without waiting on survey cycles.
- **Workflows** — Routes insights automatically to the right teams so findings turn into action.
- **AI Tools (MCP)** — Model Context Protocol integrations that surface Thematic's customer intelligence inside Claude, ChatGPT and Microsoft Copilot.
- **Reporting Service** — Managed, recurring reporting delivered by Thematic's team for enterprise insights programs.

## Achievements

- Forrester Total Economic Impact study found 543% ROI over three years with payback in under six months
- Customers report up to 92% faster time to insight and up to 69% reduction in contact-center calls
- SOC 2 Type II certified
- Founder Dr. Alyona Medelyan cited by more than 3,000 researchers for her NLP work
- Backed by Y Combinator (S17)
- Adopted by enterprise CX teams including DoorDash, LinkedIn and Instacart

## Latest updates

- **2025-01** — Rolled out AI Tools using the Model Context Protocol to bring Thematic insights into Claude, ChatGPT and Copilot.
- **2024-01** — Launched Answers, a generative-AI tool that returns narrative answers with visualizations and verbatim evidence.
- **2024-06** — Reported growth milestones as an AI-powered feedback analytics provider.

## Links

- Website: https://getthematic.com
- LinkedIn: https://www.linkedin.com/company/thematic-ltd
- Twitter/X: https://twitter.com/getthematic
- YouTube: https://www.youtube.com/@thematic
- Facebook: https://www.facebook.com/getthematic

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Profile page: https://yespress.io/thematic
Published by YesPress — https://yespress.io
Last updated: 2026-08-08