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Re:Launch HN: Thematic (YC S17) Customer Feedback Analysis v... by zelandiya on Tuesday August 15, 2017 @11:43PM (#15024802)
This is a really interesting point. I think what you mean is operationalising the analysis. We let customers decide what those actions are and then provide integration to help this happen. For example, one customer has a call center that receives an email from Thematic each morning stating which customers are likely to churn based on themes they mention. They call them up first.
Re:Launch HN: Thematic (YC S17) Customer Feedback Analysis v... by Yertis on Wednesday August 16, 2017 @01:03AM (#15025059)
Ah, that's awesome -- the point on integration especially is a big one.

The more ways clients can hook the insights into their CRMs/workflow/user base, the more they can "operationalize it", as you eloquently put it, and make it a part of their workflows, the way the client you described does with their call center. I love it!