The ‘Customer Revenue Impact’ (CRI) metric turns customer feedback from contact centres, reviews and surveys into a ranked list of financial priorities rather than a set of scores. 

Belfast-based Adoreboard’s predictive intelligence platform works by detecting levels of human trust expressed in customer feedback and connecting this to revenue data.

Chris Johnston, chief executive, Adoreboard, said: “CX leaders have long been walking into board meetings with scores. Boards today want to know what experience is costing them and where to invest.”

Johnston described CRI as “a framework that translates trust into revenue”.

Adoreboard is a spin-out from Queen’s University Belfast and works with organisations across telecommunications, financial services, healthcare, insurance and technology. 

Value Retail, operator of outlet shopping village business The Bicester Collection, is using the predictive intelligence platform to connect how visitors feel about their experience to spend per visit.

Adoreboard presented the research that underpins the new metric at the Nvidia AI conference in San Jose last week.