Intensify Emotion Provider Showcase

IntenisfyEmotion2Our research shows that emotion has a significant impact on customer loyalty, yet is almost entirely ignored. To help companies recognize and tap into the power of customer emotion, we started the “Intensify Emotion” campaign.

As part of this campaign, we’ve created the Intensify Emotion Provider Showcase as an opportunity to highlight some of the vendors who are helping their clients discuss, measure, enhance, and design for emotion. Vendors submitted nomination forms to Temkin Group describing the ways in which they help clients emotionally connect with customers.

Given the complicated nature of human emotions, there is no single path companies must follow to engage customer emotions; rather there are any number of possible strategies and methods companies can adopt. To help companies learn about some of the concrete ways they can improve emotions, we wanted to highlight a sample of cutting-edge vendors who are using proven, scalable strategies to Intensify Emotion across organizations. For example, some vendors use facial or voice recognition technologies to identify customer emotions, some create feedback mechanisms that specifically measure emotions, some design for sensory cues that trigger emotions, and others focus on amplifying customer emotion throughout the company.

CONGRATULATIONS to the companies that were selected into the showcase based on the innovativeness of their use cases and the scalability of their products for a large organization (the remainder of this post was directly contributed by the vendors):

  • audEERING GmbH (www.audeering.com): audEERING develops intelligent audio analysis algorithms and provides consulting services to help you integrate next-generation audio analysis technology into your products and your workflow. audEERING’s main area of expertise is automatic emotion recognition from speech signals. Its technology is based on decades of solid, published scientific evidence and uses audEERING’s popular open-source speech and emotion analysis framework openSMILE as core. Here’s the company’s use case:
    • Callyser – Automatic Emotion Recognition from Speech
  • BigEars Ltd (www.bigears.com): BigEars are award-winning world leaders in interactive voice feedback surveys. Founded in 2004, BigEars helps businesses become more profitable by connecting them to their customers in a way not previously possible. Our unique feedback application, Customer Radio, brings feedback to life by making the voice of the customer easy to capture, listen to and share. With BigEars every number has a human experience behind it, giving you answers to questions you never knew to ask.Here are the company’s use cases:
    • Cabot Financial
    • Wellington City Council
  • Cogito (www.cogitocorp.com): Cogito Corporation develops and delivers behavioral analytics software that provides sales, service and care management professionals with the real-time emotional intelligence needed to improve sales results, deliver amazing customer experiences and enhance quality of care. By applying validated behavioral science through artificial intelligence and machine learning, Cogito helps the world’s most successful enterprises enhance employee productivity and better care for their customers. Backed by Romulus Capital and Salesforce.com, Cogito is headquartered in Boston, MA. Here are the company’s use cases:
    • Building Emotional Connections On Every Member Phone Conversation 
    • Delivering Better Care Through Real-time Emotional Intelligence
    • Artificial Intelligence Enhances Negotiation Skills
  • Confirmit (www.confirmit.com): Confirmit enables organizations to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, and deliver a compelling respondent experience. Confirmit’s solutions are the most secure, reliable and scalable in the world, and provide technology and expertise that deliver high Return on Investment to leading companies across a range of industries. Here are the company’s use cases:
    • Giving the Customer a Seat in the Boardroom 
    • Sony Mobile Corporation: Emotion in Social Media
    • Uncovering Emotion in B2B Sales and Support
  • CrowdEmotion (www.crowdemotion.co.uk): CrowdEmotion is a cloud-based emotion intelligence company that measures emotion in a way that is scalable, insightful and cost-effective. We are a dedicated team on a mission to collect and curate the world’s emotions to further human understanding. To do so, we provide a cloud-based platform where academics and industry can extract emotions from consumer devices to infuse them into the business in a relevant way. Here are the company’s use cases:
    • The Science of Engagement 
    • BBC Worldwide: Tackling the Elephant
  • Fiveworx (www.fiveworx.com): Fiveworx is a customer engagement software platform that was purpose-built for the energy sector. Our custom-built email marketing and marketing automation software uses persona-based messaging and journeys (derived from proprietary polling of 80,000 Americans on their opinions, behaviors and attitudes around energy and environment) to tap into energy customers’ deeper emotional drivers and engage and motivate them to act, increasing customer participation in utility programs, products and services; improving customer satisfaction, and delivering energy savings. Here’s the company’s use case:
    • Alliant Energy in Wisconsin takes utility customer engagement to a new level
  • Man Made Music (www.manmademusic.com): Man Made Music is a strategic music and sound studio. We score entertainment and brand experiences by creating unique sonic identity systems that can be woven through brand touchpoints – communications, devices, customer support and immersive environments. Because people have instinctive and visceral emotional reactions to music and sound, our work helps brands efficiently and effectively convey meaning and strengthen emotional connections with their audiences, by providing more familiar and desirable brand experiences. Here are the company’s use cases:
    • Using Sonic Identity to Better Connect Across Touchpoints
    • Using Sonic Identity to Galvanize People Around an Organization’s Mission
    • Using Sonic Identity to Ignite Emotion in Immersive Environments: IMAX
  • Mattersight (mattersight.com): Mattersight’s mission is to help brands have better conversations with their customers. Using a suite of innovative personality-based software applications, Mattersight can analyze and predict customer behavior based on the language exchanged during service and sales interactions. This insight can then facilitate real-time connections between customers and the agents best capable of handling their needs. Fortune 500 enterprises rely on Mattersight to drive customer retention, employee engagement and operating efficiency. Here are the company’s use cases:
    • Predicting NPS outcomes for 100% of conversations through measuring emotions
    • Fortune 20 healthcare leader slashes costs in call-center through better emotional connections

Details of Intensify Emotion Providers

Here are the detailed submissions from the vendors (we did not edit these): Read more of this post

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