2024 illumi awards

And now please welcome president of global field operations with user testing, Jamie Anderson, and manager customer marketing programs with user testing, Mark Behar.

 Hey.

 Hi, everyone. How how is everyone feeling at the moment? Are you feeling energized? Are you feeling pumped?

 Super pumped up?

 Can I can I hear it?

 Yeah. So so that's that's really important to me. I used to play in a band, and so when I stand on a stage and I don't hear cheering, I get PTSD.

 It's like going back in time. So listen, Mark and I are here to present the Aloomi Awards. This is a really cool moment, of the show, because we get to basically recognize some of the greatest CX and UX achievements of our customers. So, Mark, over to you.

 Yeah. Thanks, Jamie. We're gonna tell you some great stories today. The Illumi winners, if you didn't know, these are the companies using user testing software platform. They're doing the most amazing things. They found cool ways to tell their stories really compellingly, and we're gonna share those with you today.

 Thank you, Mark. Well, look, we've been running the awards now for several years, and every single year, we get an unprecedented number of submissions.

 So we would love to recognize absolutely everyone.

 Obviously, we can't do that because everyone can't be a winner. Right? Right?

 But we have some really distinguished luminaries here. Yeah. And you can see these guys made amazing submissions.

 It's been great.

 Thanks, Jamie. So these are really amazing companies. These companies are distinguished luminaries, come from all around the world. Some of these stories are already live on the user testing website. So Zig Zag story, Yorkshire Building Society story, we're going to get Sage up there next, I hope, soon. These are really amazing companies. I encourage you, you know, we're happy to introduce you to any of these companies because they're doing amazing things, and I want you to fill out applications next year too.

 So now we get to the really exciting bit.

 Yeah. We're gonna list out the named award winners.

 Mark will tell you a little bit about each of them. But please, right, as we announce them so Mark and I don't feel ridiculous, right, as we announce each of the winners, I want you to go absolutely bananas, Clap hands, stamp your feet Yep. For every single one of them. Okay?

 Does that sound like a deal? We're gonna do this. Yeah. Yeah.

 Yeah. Right. Okay. The first one, there's twelve categories.

 Yep.

 The first one is the outstanding emerging business. Now an outstanding emerging business award goes to an organization with less than five hundred employees that demonstrates how they are leveraging human insight to do things better, differently, and more effectively.

 So, Mark, over to you.

 The winner is Outstanding emerging business, Helix.

 Woo. Yeah. Let's do this.

 So Helix is a company. They have genetic screening programs for cancers and other diseases. They developed an incredible enrollment experience, and they saw five x increase in sign ups from health systems. And that's gonna continue rolling out across America at different hospitals and health systems.

 So cool. Thanks, Mark. So the next one is our outstanding nonprofit, and this goes to a not for profit organization that shows how they've made an amazing impact using real customer feedback. Mark. Yeah. Winner is Consumer Reports.

 So Consumer Reports has operated since nineteen thirty six, initially for consumer safety. But they built out an incredible AI function now, which is gonna go live in a couple months. They're here with us at the conference. Really, really interesting stuff. You're gonna be able to, through Consumer Reports' Ask CR function, go to their website or their app and harness this knowledge they've been collecting for eighty plus years and ask it any question about a toaster, about a car, their brakes, whatever. You're gonna get incredible answers. User testing helped to shape that with them.

 That is really cool. That is really cool. So the next award goes to what we call our outstanding innovator.

 And that is an organization or team that leverages user testing to introduce a new method, idea, or product via an outstanding use case. This one sounds very interesting. Mark?

 Love this one. The winner is Audi.

 Yeah. Yeah.

 So so this innovation is a fun one. Audi developed what they call the Find Your Match tool. And, essentially, this enabled customers looking for an Audi online to be able to connect with the dealership and find out where the inventory is that it can connect with. It's led to a fifty seven percent increase in conversion for Audi. So this actually brought people into dealership and increased sales of their cars. Really awesome.

 Yeah. That is. It's very, very cool. The next one is our digital impact awards. And again goes to an individual team whose accomplishments with the Human Insights platform help their organization create impressive digital experiences.

 Yeah. Winner is PepsiCo.

 So this is a UK story.

 So PepsiCo in the UK, they don't have direct to market. They're selling through these incredible supermarket chains. And what they did was they worked with those partners. You'll hear this type of story, actually, from lots of users testing customers.

 They worked with their supermarket partners to look at their digital advertisements, their product listings for Doritos, Quaker Oats, Walkers, which is Lay's here. And they understood how messaging would help or not help to lead to sales. That led to a six percent increase in sales for them. So really cool to bring chips to the world.

 Yes. Amazing. And look, real tangible value, which at the end of the day, it's all about. I think if you if you drive a CX program like that with clear value outcome Yeah.

 Fantastic. So great. The next one is a transformation award, and it goes to an organization that demonstrates how they use human insight to transform or change a course of action applied, and they apply those learnings to disrupt the status quo. I like this one.

 I like disruption, Mark.

 This one's really fun. So the winner is Wells Fargo. Excellent. Yeah.

 So a few things on this. Really fun. So Wells Fargo, obviously, a huge brand. Financial services, you'll find I spoke to chief executives recently, and they told me that financial services are big time leaders. Why? Because people log in to their bank app every day, check their balance, make a transfer, make a payment.

 So other industries look to financial services, and they're learning from them because their apps are the best. And, of course, they invest in them heavily. So Wells Fargo designs for beauty. You can have a chance to see their video if we didn't show it yet at the conference.

 They implemented a joy index and a visual appeal index that allows them to score how well people like or enjoy logging into the app, seeing a different image. They're loading tens of thousands of, you know, little tiny views and tests to understand what people like to see when they log in, whether it's a butterfly or a butterfly with different backgrounds, increase CSAT scores by twenty percent. And also, they have a four point nine score on the App Store. So a really cool story you'll get to see soon.

 Very cool. Thank you, Mark. Our next award winner is our outstanding collaborator. And this award goes to an organization that scaled human insights across their own organization and within their workflows to enable better business decisions.

 And the winner is Novartis.

 Yeah. Awesome.

 Yeah.

 So Novartis are great collaborators for one reason, especially. They work really well within their own company across teams. The coolest thing is over the past year, Novartis actually brought their research program in house. So not only are they saving money, but they surface these incredible insights, and they also bring their projects to market fifty percent faster. So that's a really great use case for companies who want to embrace a big impactful program.

 Excellent. Well, we're halfway through.

 Halfway through.

 And I'm we're halfway through, and I'm just wanna make sure that everybody's hands still have a bit more power in them. Yeah?

 Nice. So we're gonna we're gonna ramp this up for the next six. Right? Yep. Final six.

 So our Groundbreaker award. Yep. Our Groundbreaker award goes to an organization who demonstrates they're paving a path towards using human insight to solve unique business challenges.

 And the winner is Fraser's Group. Awesome. Yeah.

 So Frasier's Group is based in the UK. They're a big name there. They have lots of brands underneath their banner. Ted Baker now, Sports Direct is a big one. They've done some really cool things.

 You know, they diagnosed incredible, you know, details into why people are or aren't embracing certain aspects of their digital experiences.

 They rolled that out for Sports Direct, so they made a big impact.

 But they're also really bringing things together. They're aligning a digital roadmap across more than forty brands. So it's a really, really groundbreaking program they have.

 And I think I read as well that there was over a three hundred percent increase in, in conversion of baskets as well. Yeah. That incredible ROI on that one. And it's great because it's it's from the UK, a bit like me. Right?

 So hey.

 Groundbreaking.

 I just threw that in there. In case anybody was concerned or worried, you know? Anyway Nice. This next one is the customer driven evangelist. Yeah. So the customer driven evangelist award goes to a team that works across multiple departments.

 So we heard you can't do this on your own. So this is someone working across multiple departments and shares how human insights helping them make better decisions. Mark?

 Winner is Zenni Optical.

 Cool. Yeah.

 Love this story. It's another ContentSquare related one. So, essentially, Zenni Optical is a digital retailer of glasses. They start to move into, you know, the area of contact lenses as well.

 They found with ContentSquare that approximately eighty five percent of customers dropped off at the point of purchase because they didn't wanna create an account. So maybe this scenario you've been faced with as well. So they built a guest checkout experience with the help of user testing. They drove double the revenue in their forecast.

 You're talking about major millions of dollars from this. They also do really interesting things, like they survey test participants to choose the product names for a new line of glasses, to pick out imagery on their website. They're not just making decisions from the marketing side. They're putting it to the customers early, then making the decisions.

 Very impressive.

 Very impressive. Well, our next award equally impressive, an outstanding global success story. And the outstanding global success story award goes to an organization with a global footprint Yeah. Who accesses diverse perspectives to drive better business outcomes.

 Yeah. Winners Abercrombie and Fitch. Yeah.

 Yeah.

 So a few cool aspects for Abercrombie and Fitch. You know, they're testing with key markets in Europe, so they're not restricting it just to North America. They built a wedding shop, which had originally started as a program called Best Dressed Guest. What happened with Best Dressed Guest is it's really sort of a seed program, very narrow, just selling wedding dresses.

 They took this concept with user testing to test participants and they really wanted to understand, what if we expand it to a full wedding shop? So they showed their prototypes to prospects and they said, what do you think of this? They actually learned that people don't wanna shop by dress size, dress color. They wanna shop by event.

 They wanna shop by wedding party, you know, bachelorette party and so forth. They implemented all that. They changed it on the back end. They changed it on the website.

 And they had an incredible output. So go to check this out online if you haven't seen it. But the website looks sparkling, and you'll see the user testing online story in just a few weeks.

 Excellent. Thanks.

 So the next award is a Human Insights into Action award, and this one goes to an organization that builds an actionable process around human insight and applies those learnings to run their business better.

 Winner is US Bank. Woo.

 Yeah.

 So Veronica from US Bank is here. You also would have heard this morning from Caleb who spoke on the main stage. This one is really interesting. You know, they have a really wide use case.

 The part that they applied for the Illumio award with is their autopay function. I thought this is really cool because autopay is something that should work really cleanly. They wanted to make it easier for customers to pay their bills. One of the keys they learned with user testing was people don't just wanna be able to pay their bills.

 They actually wanted to see confirmation, the customers, that they have confirmed that all of that is set up correctly. So when US Bank set that up, they built out this new process, they actually had a seven percent decrease in calls to their contact centers. So another big impact that's really fun shows CX improvements, make sort of a change across the line. Really nice.

 Awesome.

 That's really cool. So we're now down to the last two. This one is for creative development.

 The creative development award goes to an organization that expertly uses human insights to skillfully manage creative initiatives.

 Yeah. Love this one. Teladoc.

 Woah. Teladoc, Al. Nice. Yeah.

 So this one I'm fascinated by, and I really hope we get to tell the story soon. So this is in the process of going live soon. Teladoc built what they call the virtual sitter function. So essentially, the virtual sitter function is, at the hospital, you could have a screen that's showing thirty plus hospital rooms on one layout for a nurse practitioner or someone else. They're looking at that screen and they can understand with the AI functionality there, is someone at risk for a slip and fall? Does someone need attendance for some reason?

 This layout has to be perfect because it's overseeing people's health, has to work for practitioners.

 So testing that with real humans way before you roll it out, super important, super impactful. You're gonna see it at hospital systems everywhere.

 Awesome. Yeah.

 So our final award Yes.

 Is for the outstanding enterprise success story. And this goes to an organization with more than a thousand employees that can demonstrate how they leverage human insight to do things better, differently, and more effectively.

 Yeah. Last one. EE.

 EE, if you don't know here, they're a huge name in Europe. So EE is the consumer division of BT Group. Their ads with Kevin Bacon are all over TV there. It's actually great.

 They used customer analysis to establish EE as sort of separate from the main BT Group brand. This company is huge. They have well over a hundred thousand employees. They have an incredible app that will help tell consumers really simply where their coverage is.

 They can make all sorts of changes in almost an instant to their accounts. But it's also doing things like exploring new territory that generates revenue for the company. So now in the EE app, not only can you manage your cell phone subscription, you can do things like you can buy consumer electronics on it. So they didn't wanna launch any of that.

 Before they tested it with people, they even fine tuned their Amy chatbot. So they have an AI chatbot, and it wasn't answering enough questions. They tested it heavily with user testing, which is a theme for AI chatbots on the way. Everyone's testing them now.

 You need human insight for that. They did it so well that it answers so many questions.

 Their chatbot containment rates increased by seventy five percent. It's a massive number. So really cool story. You're gonna see that here tomorrow if we didn't show it already today.

 Awesome. Yeah. Awesome. Love it.

 Well, listen. Thank you, Mark. On behalf of everyone, thank you so much. Thank you. Thanks, Jamie.

 Bye, everybody. Thanks. Thank you.