Case Study: Art.com achieves AI-driven customer feedback insights and major time savings with Thematic

How to make your life easier, as a consumer insights professional

Art.com, the online art e‑commerce retailer, faced a slow, manual process for analyzing NPS open‑ended feedback that relied on one person combing spreadsheets and keyword searches. Wanting to scale insights across the organization, prove business impact, and stop wasting time on Excel, Art.com selected Thematic’s AI‑driven NLP text‑analytics SaaS to modernize its voice‑of‑customer program.

Using Thematic’s platform (including its Impact and Comparison tools) Art.com rolled out access quickly and created Team Consumer Leaders to distribute ownership of insights, integrate Thematic data into their warehouse, and run monthly analytics. After six months Art.com reports huge organizational impact: massive time savings, easier cross‑team adoption, more powerful data‑driven decisions, and the ability to link NPS comments to likely business impact — all delivered via Thematic.

Art.com

Ajantha Suriyanarayanan

Director of Consumer Insights