At Potentiate, we’re all about human experience (HX). Viewing people as humans rather than customers allows brands to play a more meaningful, authentic and relevant role in people’s lives, which we believe is the next step after CX & UX.
Helping our customers become more human-centric, enables them to anticipate needs, build better products, provide superior services, and deliver exceptional human experiences.
Our approach & philosophy is SwaS – Solutions with a Service. We combine the latest technology with innovative research methodology & smart thinking. We focus on foresights not insights, on outcomes rather than measurement, uncovering the human behind the data.
We use our own proprietary software as well as partnering with the smartest technology providers & promote integration.
We offer a wide range of solutions, including; customer feedback, customer satisfaction, user experience, employee experience, product development, agile research, prescriptive analytics, knowledge management and data visualisation.
Customer decisions are driven by EMOTION – not reason.
People express emotions using their facial expressions, body language, and tone of voice. They also describe emotions using natural language: in conversations, open-ended survey questions, interviews, social media, and customer phone calls.
Heartbeat AI platform transforms text input from any source (survey open-ends, call centre transcripts, customer feedback, employee comments) into ten primary and sixty secondary emotion categories. Insights are accessible through a user-friendly dashboard in real time. Quantified emotions reveal the “deep why” behind human behaviour, which helps build deeper understanding and empathy leading to better marketing, product development, and customer experience. Heartbeat AI technology is essential for understanding the main drivers of human behaviour with depth & accuracy.
Gavagai has created the Gavagai Explorer, an AI-driven text-analytics platform that provides actionable insights from unstructured text data – easily, quickly and at a low cost – in 46 languages.
With the Explorer, our customers can understand their data and improve their business, without the help of consultants or expert data scientists. We offer instant actionable insights derived from unstructured text in virtually any language.
Topbox is a CX analytics platform that aggregates and analyses data from customer interactions.
Sources include feedback, surveys, complaints, reviews and social posts. Data is enriched from CRM systems and classified into topics, profiles and categories. Analytics include sentiment, trends and insight alerts for follow-up action.
Stratifyd is an AI-powered platform that analyses, categorises, and visualises customer feedback in 25 languages in real time.
Data can be ingested from a large range of feedback sources using built-in data connectors – including ecommerce reviews, VOC surveys and social listening tools.
Voice-to-Text functionality enables transcription and analysis of contact centre calls with topic identification, sentiment analysis and other metrics such as energy level.
Lucy is an AI-based knowledge management platform for research and insights data.
It takes natural language queries from users (‘what do we know about X?’) and searches both structured and unstructured data sources, including PowerPoint reports, PDFs and respondent-level data from surveys.
It has integrations for internal storage systems including SharePoint, Dropbox and OneDrive; and connectors to 50+ industry data sources and third party subscriptions.
Lumoa is a CX Analytics platform that uses NLP to understand customer feedback from NPS surveys, social media and customer reviews.
Data sources can be connected using the Lumoa API, and feedback can be analysed in 60 different languages.
Outputs include real time insights, trends, automated alerts and notifications and impact analysis to identify the different drivers of the customer experience.
Maru/HUB is an online platform that provides instant access to a range of Maru research tools and methodologies. These include agile custom surveys; templated solutions for concept, advertising and digital comms screening; social listening; and text analytics.
The solutions can be managed on a fully self-service basis or with expert support from the Maru/Matchbox research and consulting teams.
SentiGeek analyses customer reviews and comments using an automated cloud or on-premise platform.
The software employs proprietary NLP tools to analyse language using implicit inferencing, entity recognition and fine-grained sentiment analysis.
YouScan is a listening and intelligence platform that analyses the text and image content of posts in social media (Facebook, Twitter, Instagram, YouTube), forums, blogs, Telegram channels, review websites, marketplaces and news sites.
Powered by machine learning and deep neural networks, the technology analyses text to determine topics, sentiment and user demographics. Images are analysed for visual context (logo recognition, object and scene detection).