1. Home
  3. Case Study
  5. Aesop Gains 34% in Customer Satisfaction From 7 Emotion AI Insights

Aesop Gains 34% in Customer Satisfaction From 7 Emotion AI Insights

How Aesop created a seamless omni-channel customer experience from stores, online and delivery touch points using Emotion AI.

Aesop is a global retailer of wellness and beauty products with 268 stores globally and an extensive e-commerce business model.

Challenge

A key challenge was to create a seamless omni-channel customer experience from stores, online and delivery touch points to improve customer satisfaction.

Solution

Adoreboard was used to integrate data from multiple channels: survey, online reviews and competitor reviews to identify key pain points across the customer journey in 12 different countries.

A key aspect of the solution was to create personas, map the customer journey and predict drivers of customer satisfaction.

Aesop eliminated manual analysis from their insights process and identified the drivers of customer satisfaction including 7 decision ready insights used by the Chief Customer Officer to generate new business opportunities across 12 key markets globally. 

Why partner with Adoreboard?

Adoreboard offers a new ability to produce more impactful, actionable insights from feedback and create a scalable solution to issues identified.

The numbers speak for themselves ↓

Country + Competitor analysis
12
decrease in manual analysis
96%
increase in customer satisfaction
34%

Customer

Country + Competitor analysis
12
decrease in manual analysis
96%
increase in customer satisfaction
34%
Industry: Retail
Company:  Large
Use Case:  Customer Experience
“Measuring omni-channel experience and identifying the key drivers for customers satisfaction benchmarked against competitors was key to increasing NPS. This was only possible with Adoreboard.”
Gianfranco Cuzziol
Group CRM and Personalisation Lead
Get Your Edge

Book a personalised demo

Discover faster, deeper insights than you've ever had before

Book a Demo

More customer success

Adoreboard is an official Qualtrics partner, recognised by Forrester and Gartner

Customer Experience

EQ Bank Increases Customer Trust by 8%

EQ Bank adopts AI platform for text and emotion analysis whilst eliminating manual analysis of survey comments resulting in an 8% increase in Trust Metric.
View case study
Customer Experience

Telstra Wholesale Increases Speed to Insight on NPS Comments by 75%

Previously, it took several people about a week of workshops to get from data to actionable insights. With Adoreboard, Telstra saved 75% of executive time by providing Adoreboard’s synthesis and Decision Ready Insights directly to the CX teams so they could focus on developing solutions that improve customers’ experience.
View case study
Customer Experience

Healthscope Used Emotion AI to Achieve a 65% Increase in Patient Trust

To date, over 400,000 surveys from patients have been collected in real time with almost 50% of all surveys containing a feedback comment. Adoreboard automated insight generation enabling executives to take action more quickly.
View case study