Terry Lawlor, EVP Product Management at Confirmit, explains: “Emotions influence every aspect of our lives and yet in an increasingly digital world, too often emotions are missing from analysis. The partnership with Affectiva meets the growing need from Confirmit’s global customer base for more in-depth and innovative insight into the impact of emotion on behavioural patterns and future actions.”

The role of emotion in consumer decision making is proven. “Forrester used data from more than 45,000 US consumers to understand the role that the effectiveness, ease, and emotion of CX play in creating customer loyalty. Emotion – how an experience makes the customer feel -- contributed most to customer loyalty in 17 of the 18 industries that we studied.” Understanding The Impact Of Emotion On Customer Experience, Megan Burns, Forrester, July 2015.

Affectiva’s sophisticated emotion recognition technology captures and measures unconscious responses and unbiased consumer reactions. Its emotion recognition classifiers achieve up to 98% accuracy in situations where emotions occur naturally and in the moment. The solution can be embedded into a Confirmit Horizons survey to enhance any MR or VoC programme by analysing a respondent’s reaction to videos. Respondents are seamlessly transferred between the platforms for the facial emotion detection portion of the research. Emotion data is then viewed on Affectiva’s purpose-built dashboard or combined with the Confirmit survey data to provide the context of other important factors.

Lawlor added: “Affectiva complements our comprehensive suite of research solutions while enabling us to extract deeper insight from research surveys and VoC programmes. Organisations are increasingly aware of the need to make better business decisions based on in-depth insight, and we are pleased to be working with Affectiva to dive deeper into respondent and customer emotions and behaviours.”

The combined solution can help organisations better understand customer opinion and predict loyalty, enhance product and service offerings, improve A/B advertising concept testing, determine media spend, benchmark in-market campaigns and quantify attention, engagement and emotion in general.

Dr. Rana el Kaliouby, Chief Executive Officer at Affectiva, explained: “The incorporation of emotional intelligence into research programmes and customer experience surveys enables organisations to truly understand and analyse the emotional responses of their customers at the point of experience. We are delighted to have joined forces with Confirmit as they seek to broaden the insight agenda to include emotion more thoroughly.”

The Affectiva solution is immediately available. Confirmit and Affectiva will provide more details and demonstrate the integrated solution in a webinar on 23rd June. Visit www.confirmit.com for more information.

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About Affectiva
Affectiva, an MIT Media Lab spin-off, is the pioneer in Emotion AI, the next frontier of artificial intelligence. Affectiva’s mission is to bring emotional intelligence to the digital world with its emotion recognition technology that senses and analyzes facial expressions and emotions. Affectiva’s patented software is built on an emotion AI science platform that uses computer vision, deep learning and the world’s largest emotion data repository of more than 4 million faces analyzed from 75 countries, amounting to more than 50 billion emotion data points. Affectiva’s SDKs and APIs enable developers to add emotion-sensing and analytics to their own mobile apps, games, devices, applications and digital experiences. Affectiva is used by more than 1,400 brands to gather insight and analytics in consumer emotional engagement. Affectiva is privately held with backing from leading investors such as Kleiner Perkins Caufield and Byers and WPP. For more information: www.affectiva.com.

About Confirmit
Confirmit is the world’s leading SaaS vendor for multi-channel Voice of the Customer, Voice of the Employee, and Market Research solutions. The company has offices in Oslo (headquarters), Chengdu, Grimstad, London, Moscow, New York, San Francisco, Sydney, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Madrid, Milan, Salvador, and Tokyo.

Confirmit powers Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include Aurora, British Airways, British Standards Institution, Cross-Tab, Dow Chemical, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor, Morehead Associates, Nielsen, Research Now, RONIN, RS Components, Sony Mobile Communications, and Swisscom. Visit www.confirmit.com for more information.

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