Thematic

What a rush!! Just completed a transformative project at Woolies that's revolutionizing how we leverage customer feedback, in partnership with the Thematic team, esp Alyona Medelyan, PhD ????, Nick Stroud & Nicolas Zawadzki We've built a robust, scalable system to move beyond simply collecting data to generating actionable insights that drive strategic decisions. Key outcomes include: 1?? Automated, AI-Powered Feedback Consolidation: We've streamlined the aggregation of customer feedback from diverse channels into a unified text analytics platform, significantly improving efficiency and speed to insight. 2?? Democratized Insights through Centralized Data: Integrating platform outputs into a central data repository ensures insights are readily accessible across the organization, empowering teams to make data-driven decisions. 3?? Enhanced Customer Understanding via Behavioral Data Triangulation: By connecting and triangulating feedback insights with behavioral data, we're uncovering deeper trends and supporting personalized customer strategies that drive loyalty and growth. This project represents a significant leap forward in our ability to understand and respond to customer needs at scale. It's about empowering our teams with actionable insights at the right time to deliver exceptional customer experiences. Kudos to the entire project team, including our PM, Architects, Devs, QA, and Business leads! So excited to see the positive impact this will have on our business and our customers. #CustomerExperience #DataAnalytics #AI #LLM #GenAI #RetailInnovation #Woolworths #DigitalTransformation #StrategicInsights #TextAnalytics #Partnership #CX

AI “wingmen” that craft the openers, give real-time conversation feedback and write your bio. Fake profiles helmed by AI agents (the new catfishing?). Real human users mistaken for bots and banned by mistake. This is the new reality of dating apps in 2025. Which dating platform has the biggest problem with fake AI-generated profiles? Which is losing customers because of problematic bans? Which have the most customer success stories?

"I don't have a question but just wanted to say that's a boss panel!" This comment came through the Slido app as Jessica Dawson (NAB), Joy Shi (Mirvac), Denisha Anbu (Sydney Water) and Alyona Medelyan, PhD ????, PhD (Thematic) were sharing learnings at the CX Leaders Forum | 27 February 2025 | Sydney in Sydney. It’s clear the panel (all women, all stars) left an impression. We’d love to hear from folks who were there and what they thought. Some golden nuggets we heard from other speakers: Jo Egan (AGL): Adapt to shifting customer needs or become irrelevant. Tina Morrell (Qantas): In tough times, focus on customer value and building trust. David Clarke (AKQA): Change = opportunity when you listen and act quickly. Taeressa Fawthrop (Team Global Express): Look to China for CX inspiration.They’re ahead of the game. Adele Coswello: Rebuilding a brand requires deep customer feedback analysis. Jason Katsambiris (Aesop): Connecting customer feedback to financial metrics proves ROI and drives action. (Interesting to note that text analytics was their deciding factor in choosing the right CX platform for Aesop, too.) Sally Lennox (Bapcor): Customer feedback is essential for making the right business decisions. It’s the compass to navigate you through the noise. Melissa Pellegrini (David Jones): If you want to get more customers through the door, master the basics first. Eg. Positioning gift cards next to candles (instead of having them in a different department and floor) boosted sales. Special thanks to Alex Chruszcz for being such a thoughtful host. The energy in the room was uplifting (just look at all those radiant smiles in the photos) For those who attended, which event (panel, speaker, workshop) was your favourite?

Want to unlock the power of customer experience insights? Kyo Zapanta shares great strategies on Thematic: https://lnkd.in/g_8NcRg8 #CX #CustomerExperience

Ever opened a spreadsheet of open-ended survey responses and thought, “Where do I even begin?” The first skill you need to master? Coding—aka labeling themes in your data. For example: ??? “The app crashes daily” → “Reliability issues” ??? “Customer service took forever” → “Slow support” But here’s the trap even seasoned analysts fall into (and why the process can takes weeks!): → Creating 50 codes for the same problem. e.g., “slow site,” “laggy app,” “takes too long”). Our guide shows you how to consolidate smarter—so you spend less time tagging and more time acting on insights. You’ll learn: ?? Step-by-step techniques for structuring and analyzing qualitative feedback efficiently ?? Manual vs. automated —The different approaches to coding and when to use each ?? How to avoid “definitional drift” (translation: why your codes get messy over time). Ready to start? ??

This year we’re planning to gather 50-100 Research, Insights and CX leaders in San Francisco for an accelerated AI bootcamp. Our objective is for attendees to leave empowered, connected and clear on the next steps they need to take for their specific business needs (and budget). What’s your must-have for an AI event this year? * Networking (structured sessions to meet peers & mentors) * Office hours with experts (AMA-style chats on AI accuracy, compliance, etc.) * Practical tactics, not theory (step-by-step guides to implement AI tools tomorrow) * How to confidently prove ROI (even if your org is AI-skeptical) * Compliance frameworks (navigating AI in regulated industries)

Our CEO Alyona Medelyan, PhD ????will be in Sydney next week and she's always happy to chat all things LLMs, CX insights and data analytics. If you're in town and wish to connect, drop her a DM on LinkedIn. Or come say hello IRL at the conference below!

How our customers sleep knowing our AI-driven feedback analysis is accurate and can be mapped back to the original customer/s feedback. #Accuracy #ResponsibleAI

Customer feedback moments like these reinforce our mission at Thematic. ?? Here's what was said about Answers - a feature of Thematic that allows you to answer ad hoc questions about customer feedback. (Just type in your question, and in seconds, you’ll get a summary with detail, verbatims, and visualizations.) “I loved in particular the ability to query. It became super helpful for me. I'd be in the middle of a presentation and someone asks a question. What did people say about X? While my partner was talking, I could do a quick check and present the result. That was a big step.” He shared a few other interesting things: * Unlike typical in-house models that only categorize a fraction of comments and need constant fine-tuning, Thematic’s AI truly learns and delivers. “People now can see the difference of what great AI looks like.” * Thematic's summaries? Much more reliable and “robust” than those he’d used from other providers. We’re proud of our team for continuously building new features that genuinely connect with our client needs ?? #CustomerFeedback #AI #CX

Choose your AI boss battle ??: ??The Feedback Flood (drowning in unstructured data)? ?? The Integration Ogre (making tools work together)? ?? The ROI Reaper (proving the value to execs)? ??The Hallucination Hydra (keeping AI outputs accurate)