LivingLens

LivingLens operates as a video intelligence platform, enabling brands and market research agencies to analyze video feedback at a large scale. The company was founded in Liverpool in 2014 by Carl Wong and David Woods. Wong, with a 25-year background in market research and data functions for large corporations, identified the challenge of driving organizational change with traditional data. This experience was the catalyst for creating a technology-based solution to more effectively translate consumer feedback into actionable business insights. The founders' initial plan was to build and sell the company within five to seven years.

The firm's core offering is a proprietary AI-based platform that processes and analyzes unstructured video content. It transcribes video and audio in over 40 languages and utilizes facial recognition to interpret emotional expressions, along with object and context recognition to understand the environment. This technology transforms qualitative video data into quantitative insights by analyzing speech, sentiment, emotion, and objects. Clients can upload video from various sources, including mobile survey apps and platforms like Zoom, into a centralized library where it becomes searchable, allowing users to identify key themes and moments quickly. The business model is primarily subscription-based, tailored to project requirements.

LivingLens serves a diverse client base across sectors such as hospitality, retail, consumer goods, technology, and financial services, including notable brands like O2. The platform is designed to provide these organizations with a deeper understanding of customer and employee experiences, humanizing feedback to inspire empathy and drive internal change. After securing approximately $3.6 million over several funding rounds, LivingLens expanded its presence with offices in London, New York, and Toronto. In February 2020, the company was acquired by Medallia, a global leader in experience management, for about $26 million. This acquisition integrated LivingLens's video analysis capabilities into Medallia's broader Experience Cloud platform.

Keywords: video feedback analysis, customer experience management, employee feedback platform, AI video intelligence, sentiment analysis, emotion recognition, speech analytics, market research technology, consumer insights, video data platform, Medallia, Carl Wong, David Woods, customer understanding, brand insights, video content analysis, unstructured data analysis, video transcription, product experience feedback, employee experience insights