Resonate Solutions – Facial Analytics

Resonate Solutions – Facial Analytics has been recognised as an ABA100 Winner for CX Innovation in The Australian Business Awards 2019. The Australian Business Award for CX Innovation [CXI] recognises products and services that provide innovative solutions for new and existing market needs in the field of customer experience management.

From inception in 2001, Resonate’s mission has always been about helping large organisations put customers at the centre of everything they do.

Resonate Solutions commenced operations in 2001 as a Customer Relationship Management (CRM) consulting and systems integration company. As the CRM market consolidated in 2007, they pioneered the value of social media for large brands in Australia introducing managed online communities. In 2009, Woolworths engaged Resonate to build and operate a Closed-Loop Net Promoter Score system. This was the beginning of Resonate’s business model and the continued focus on the burgeoning Customer Experience Management market internationally.

Resonate’s cloud based platform provides an end-to-end customer experience management that is geared to the complexity and scale of the enterprise market. The platform allows organisations to capture and manage customer data in easy and effective ways, providing easily actionable insights for everyone in their teams. A powerful companion app to the platform, Echo works in sync to deliver a distilled mobile experience for teams on the go. Resonate’s platform allows organisations to engage with their customers at the right time through the right channels. Whether it is email, digital, in-app embedding, SMS, in-locations devices or social media, contextually created dynamic surveys allow the framing of questions through cognitive learning and utilisation of advanced machine learning to create smarter survey reactions.

Whilst Resonate explicitly seeks feedback from customers through multi-channel surveys, they can miss out on gathering feedback from customers who simply don’t want to respond or have dropped mid-way through their journey.

With Resonate’s Facial Analytics, you can get a whole new lens on the customer’s experience by just observing their emotions and sentiment as they walk through the physical locations through their experience.

Facial Analytics is designed to solve key barriers faced by a typical customer feedback survey programs, including the key aspect of low response rates. Facial analytics feedback captures everyone through using video and photos and does not need customer contact details. Therefore, it captures insights into a customer’s experience in scenarios where the customer is unknown.

Facial analytics data can provide further details on the customer, including detailed demographic information tied to together with customer data. Facial analytics feedback systems are standalone and do not need to connect to internal systems to start capturing data, thus avoiding delays and heavy costs.

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The Australian Business Awards are an annual comprehensive awards program which recognises organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement via a set of established business and product award categories.

The Australian Business Awards are the national chapter of an integrated, hierarchical leadership initiative conducted on a national and international level. Eligible organisations are invited to participate in the international chapter of the program at The World Business Awards whereby participants are provided with the unique opportunity to benchmark themselves against the top performers globally.

The process culminates in the selection of organisations which implement world-class business initiatives, projects, products and services. The award recipients are recognised as the elite of their industry earning a place amongst a distinguished group by having their achievements acknowledged and celebrated.

Organisational eligibility includes private companies, publicly listed companies, multinational subsidiaries, not-for-profit organisations, non-government organisations, educational institutions, franchise systems, partnerships, government departments, government agencies, local government and statutory bodies operating in Australia.

Organisations are required to complete a submission for a specific business initiative, product or service.

Business initiatives can include but are not limited to projects, programs, processes, systems, technologies, developments, ventures and undertakings.

Products can include but are not limited to services, devices, equipment, programs, processes, activities, applications, information, knowledge, software, cloud-based services, platforms, systems and manufactured goods. Products must be commercially available on the Australian market and comply with all applicable Australian standards and regulatory requirements. Product eligibility includes domestic and international products available to the Australian marketplace.

The World Business Awards Framework (WBA Framework) is utilised as a structured model of assessment that enables the participating organisations to be benchmarked against world class performance standards.

The Framework consists of specialised assessment modules pertaining to the evaluation criteria for each of the award categories. The criteria and sub-criteria provide a robust set of requirements that are used as the methodology for benchmarking and learning among the participating organisations.

Organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement are recognised via a set of established business and product award categories.

The program provides a notable opportunity for high-performing organisations which implement world-class business initiatives and develop innovative products and services to be acknowledged and celebrated for their achievements both nationally and internationally.

Conducted annually, the program engages with organisations worldwide to benchmark the full spectrum of their products, services and initiatives and to review their business performance through a global recognition and knowledge building initiative that is underpinned by the program’s established framework.

The program provides the ultimate platform for building knowledge, increasing brand awareness, equity, loyalty and retention through increased exposure, recognition and prestige.

We wanted to uncover untapped insights in retail experiences. The challenge was to understand the unknown customers who never purchased but walked in and out, or those that would never answer a survey. Who were they? What was their sentiment in that experience at that time? We are very excited about how this can exponentially change customer experiences in physical environments and help retailers optimise their very expensive retail spaces.

Mita Bedi, CEO, Resonate Solutions

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