OpinionLab

OpinionLab, founded in 1999 by Mark Treschl, was a pioneer in real-time customer feedback technology, specializing in digital experience analytics.

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Provides real-time customer feedback and digital experience analytics to optimize web and mobile interactions.

OpinionLab, founded in 1999 by Mark Treschl, was a pioneer in real-time customer feedback technology, specializing in digital experience analytics. The company gained recognition for its innovative approach to capturing and acting on customer insights, earning a spot on Crain's Chicago Business's list of most innovative companies. In 2016, OpinionLab was acquired by Verint, a global leader in customer engagement solutions, and its technology was integrated into Verint's Voice of the Customer (VoC) platform.

Today, OpinionLab's legacy lives on through Verint's offerings, which focus on optimizing customer experiences across web, mobile, and enterprise-wide channels. Verint's VoC platform leverages AI-driven analytics and automation to provide actionable insights, helping brands like Carnival, Comerica, and Shoe Carnival improve digital engagement and reduce friction in customer journeys. While specific financials for OpinionLab post-acquisition are not publicly disclosed, Verint's continued investment in the VoC platform underscores its strategic importance. The integration has allowed Verint to expand its footprint in the CX space, though some customers have noted implementation challenges.

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Who buys this

  • Retailers seeking to reduce cart abandonment and improve online sales
  • Financial institutions aiming to enhance digital customer service
  • Hospitality and travel companies focusing on guest experience
  • Enterprises with complex digital touchpoints requiring unified feedback

Publicly disclosed clients

  • Carnival
  • Comerica
  • Shoe Carnival
  • Vera Bradley
  • Virginia Lottery

Strengths and what to watch

Strengths

  • Legacy of innovation in real-time customer feedback, with 18 US patents in CX technology
  • Integration with Verint's broader CX suite, enabling cross-channel insights
  • Proven ROI, such as a retailer's $4M revenue increase from reducing cart abandonment

Watch for

  • Post-acquisition integration challenges reported by some users
  • Competition from newer, agile CX analytics platforms like Pendo
  • Dependence on Verint's roadmap for future product development

Key Information

Founded
1999

Frequently Asked Questions

What is OpinionLab and what does it do?

OpinionLab, founded in 1999, specializes in real-time customer feedback and digital experience analytics. It helps businesses optimize web and mobile interactions by capturing actionable insights. Acquired by Verint in 2016, its technology now powers Verint's Voice of the Customer platform.

How did OpinionLab integrate with Verint?

After its 2016 acquisition by Verint, OpinionLab's technology was integrated into Verint's Voice of the Customer platform. This integration enhanced Verint's ability to provide cross-channel customer experience insights, focusing on web, mobile, and enterprise-wide touchpoints.

Which industries use OpinionLab's technology?

OpinionLab serves industries like retail, financial institutions, hospitality, and enterprises with complex digital touchpoints. Notable clients include Carnival, Comerica, and Shoe Carnival, leveraging its technology to improve customer engagement and reduce friction in digital interactions.

What are OpinionLab's key strengths?

OpinionLab boasts a legacy of innovation with 18 US patents in CX technology. Its integration with Verint enables cross-channel insights, and it delivers proven ROI, such as a retailer's $4M revenue increase by reducing cart abandonment.

What challenges does OpinionLab face?

Some users report post-acquisition integration challenges with Verint. OpinionLab also faces competition from newer CX analytics platforms like Pendo and depends on Verint's roadmap for future product development.

How does OpinionLab improve customer experiences?

OpinionLab uses real-time customer feedback and digital experience analytics to optimize web and mobile interactions. Its insights help businesses like Carnival and Comerica enhance digital engagement and streamline customer journeys, reducing friction and improving satisfaction.

Sources

  1. www.prnewswire.com — Founding and acquisition history, patent achievements
  2. www.opinionlab.com — Current product offerings and customer examples
  3. www.trustradius.com — Market positioning and user satisfaction metrics
  4. www.trustradius.com — Competitive landscape and feature comparisons