So it seems Adoreboard is officially cool! That’s right, we have been named as a 2019 “Cool Vendor in Artificial Intelligence for Customer Analytics” in a report published by the world’s leading research and advisory company, Gartner.
Gartner annually names companies who are innovative, impactful and intriguing in their ‘Cool Vendor’ reports. We feel that this recognition signals the increased interest and awareness of the importance of measuring Customer and Employee Experience also referred to as CX and EX. Our unique perspective is that customer and employee experience should not operate in isolation and are interlinked.
In fact, our mission is to measure the complete Human Experience (HX) – how people interact with organisations (regardless of product, brand or service) and the important role Emotion AI plays in gaining a deep and meaningful understanding of this. Our Emotion AI platform, Emotics unites customer and employee experience through Human Experience (HX) analysis that automatically links the emotional intensity expressed in any unstructured text with the themes that matter most and enables organisations to prioritise decisions to drive better business outcomes.
According to Gartner: “(They) highlight five vendors that stood out in their respective markets. They offer solutions that use a variety of AI technologies from augmented analytics, including predictive analytics, text analytics, computer vision, natural language processing (NLP) and deep learning, to help companies improve their CX and marketing efforts and campaigns.”
So what do we think makes us cool?
Whilst we’re not given a breakdown in terms of what makes us a ‘Cool Vendor’ in the eyes of Gartner, we do think these three things make us pretty cool…
Our Customers
Ultimately we feel it is the impact our insights have had on our customers. Brands like Allstate, Telstra and Concentrix have found that measuring emotion unlocks deeper insights about human behaviour that impact business imperatives such as customer satisfaction, product and service quality and employee engagement.
Our Innovation
From our humble beginnings in Queen’s University Belfast to our 2019 Cool Vendor recognition, we believe our innovative research and development have set us apart. We developed the world’s first Emotion AI for text analysis, being recognised by the Silicon Valley Awards as the Best Tech to emerge from UK and Irish Universities, named in Forrester and for our advancements in Customer Experience and Emotion AI, as well as being included in two other Gartner reports: 5 Steps to Help Tech CEOs Understand Customers More Efficiently Through AI, Jessica Ekholm, 22 October 2018 and 5 Steps to Understand Customers More Efficiently Through AI, Jessica Ekholm, 24 January 2019.
Our Human Focus
We launched the Adoreboard CX Academy in December 2018 with Dr Alex Genov, head of customer research at Zappos delivering a keynote on the importance of viewing ‘customers as people’ and the vital role emotion plays in this understanding. That struck a chord. Emotion has the potential to provide a framework for human experience measurement that is consistent, regardless if the person be a customer, employee or patient. And so the CX Academy became the HX Academy and Adoreboard set about unifying Human Experience. Alex later stated: “Adoreboard provides a very cool solution to today’s hottest topic.”
The Gartner report further states that: “By 2023, 80% of organizations using artificial intelligence (AI) for digital commerce will achieve at least a 25% improvement in customer satisfaction, revenue or cost reduction.” To us, there is no denying AI is important, so why not start with what we know matters most? Human Emotion.
