CXPA Rochester Network January Event: Using Emotion AI to Turn Customer Feedback Into Actionable Insights & Measurable ROI w/ Chris Johnston
Date: Wednesday, January 29th (12:00PM - 1:00PM EST)
Event Description:
Discover how to unlock the hidden value in your open-text feedback and reviews to improve NPS and
demonstrate real business impact. Through practical case studies and frameworks, learn how leading
organizations are moving beyond traditional, sentiment-based analysis to drive measurable business
outcomes using Emotion AI.
We'll explore best practices for collecting meaningful feedback and demonstrate how AI can analyze
thousands of responses in seconds to reveal and prioritize emotional drivers behind consumer
behavior and prioritize action by $$$ dollar value at risk. From social media to surveys, learn how to
quickly connect customer emotions to unbiased, strategic and prioritized actions that boost
satisfaction and deliver quantifiable ROI.
Presentation Takeaways:
- Listen, Distill, Act: a practical framework for unstructured feedback impact.
- Best practices for designing and collecting effective open-text data.
- Methods to generate prioritized actions with clear ROI potential in minutes.
- How to maintain data integrity, accuracy, and confidence in your insights.
- Real-world examples of organizations improving NPS through emotion-driven prioritization.
Speaker Bio:
Chris Johnston is CEO of Adoreboard, an Emotion-AI insights platform for customer and employee
experience, trusted by brands like Amazon, Allstate, and Zoom to transform customer and employee
feedback into actionable insights that drive measurable ROI.
An MIT Sloan alumnus and former strategic communications director, Chris has spent the past
decade pioneering the integration of emotion with analytics and data science to help organizations
improve key metrics like NPS, increase loyalty and ultimately improve lifetime value and business
impact.
Under his leadership, Adoreboard has gained an official partnership with Qualtrics, been featured in
Forrester reports and is recognized as a Gartner Cool Vendor. In his spare time, Chris co-hosts the
Trust Builders podcast, exploring the intersection of customer experience and psychology, and
coaches his kid’s football team (aka soccer!).
To watch this presentation on demand, click the link: https://us02web.zoom.us/rec/share/uUUoVjuF-Y4xKNYffp64xw05M1XMfcKpIpFcXugSKFMc7oCZ1pQb_dfQ5EArbF-g.1yPMFrXBbV_WOpQO?startTime=1738168988000
Video passcode: !A8Q3kgX
If you have any questions about this presentation or the Rochester Network, please reach out!
Jason Hammel
Rochester, NY Network Lead
Customer Experience Professional Association (CXPA)
Email: Jason.Hammel@excellus.com
LinkedIn: https://www.linkedin.com/in/jasonhammel/
Local Network Website: www.CXPA.org/RochesterNetwork
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