Adoreboard is officially a 2019 Gartner Cool Vendor. It is included in the May 10, 2019 report published by Gartner entitled ‘Cool Vendors in Artificial Intelligence for Customer Analytics’. According to Gartner, Cool Vendor reports recognize vendors that are “innovative, impactful and intriguing,” the report goes on to say, “We highlight five vendors that stood out in their respective markets.”

For Adoreboard customers and partners, we feel this signals an increasing acknowledgement and growing interest in what we call Human Experience (HX), defined as how people interact with organisations (regardless of product, service or brand) and the important role Emotion AI plays in measuring this.

Gartner’s definition of a Cool Vendor is a small company offering a technology or service that is:

• Innovative — enables users to do things they couldn’t do before
• Impactful — has or will have a business impact, not just technology for its own sake
• Intriguing — has caught Gartner’s interest during the past six months

Why do we think Adoreboard was designated a Cool Vendor?

With the above definitions in mind, we have provided a breakdown of how we feel Adoreboard has the three qualities of a Cool Vendor:

INNOVATIVE
(enables users to do things they couldn’t do before)

Based out of Queen’s University Belfast, Adoreboard has developed the world’s first Emotion AI for text analysis and our research in the area is continuing to deliver new advancements.

Did you know: Adoreboard was recognised as the Best Tech to emerge from UK and Irish Universities back in 2014 by Silicon Valley Awards by ITLG chair Dr. Craig Barrett, Former Chairman & CEO, Intel Corporation. And in the same year Queen’s University received the highest accolade for its research on ‘Connecting Emotionally with and through computers’ by the UK’s Research Excellence Framework (REF).

IMPACTFUL
(has or will have a business impact, not just technology for its own sake)

Ultimately, ‘Cool Vendor’ status says more about Adoreboard’s ‘cool customers’ who have taken a new approach to unlock deeper insights about human behaviour. We’ve helped a diverse range of customers like Unilever seeking to unlock insights for new product development using Emotion AI. What unites these customers is their desire for the ability to unearth insights about customers and employees that transform into decisions and ultimately translate to business impact.

Did you know: Forrester recognised Adoreboard in its Future of CX Measurement for its impact in helping a leading transport company reveal an unknown insight that went on to underpin a $500,000 operational improvement investment which reduced detractors by 74%.

INTRIGUING
(has caught Gartner’s interest during the past six months)

A Walker study found that the experience delivered by firms will soon overtake pricing and product as the key differentiator.  Meanwhile, one of the discussion points from Ed Thompson (Distinguished VP Analyst, Gartner) during his “Superior Customer Experience: The Winner Takes It All” session at Adobe’s Summit EMEA (London, May 2018) was around the importance of focusing on customer emotions and not just the numbers.

Did you know: Adoreboard research exploring the link between emotion and stock price analysed United Airlines performance on experience. It found a strongly correlated link between emotions such as disgust being expressed towards the airlines online customer service Twitter handle and its stock price.

What is Human Experience?

Human Experience (HX) represents the collective experiences that a person feels when dealing with any organisation, be that as a customer, an employee, a patient or a citizen.

Commercially, organisations often find it easier to label business to consumer experiences around products, services, employee interactions or customer service. And there is good reason for this as numbers can be assigned to these elements: number of users, number of services purchased, number of customer calls. Metrics like customer churn, call clearance time, employee engagement, average lifetime value, NPS score, CSAT score.

These are great if you want to view your customers and employees like numbers, rather than human beings. That’s why Adoreboard’s mission is to unite these experiences by measuring what matters most in any experience: human emotion.

Here’s why: people don’t really care about the components that come together to make up the experience. They just want to achieve a goal or outcome. However throughout this process, regardless of what category a person falls into or what outcome they are trying to achieve, humans experience emotions.

Our viewpoint is that all these fragmented points across a “customer” journey combine into a single, unique Human Experience (HX). The reason for this is that emotions are encoded experiences in memory and these shape reflections on previous and thus future decision. Emotion provides a framework for human experience measurement that provides a consistency regardless if that human be customer, employee or patient.

If you are interested in working with Adoreboard or a demonstration of the Emotics platform please fill out your details below.

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