Quantum CX

Better service starts with everyday habits

Companies invest in customer service training. Making good habits stick is harder. With Quantum CX, we wanted to give both sides of a conversation a simple reason to smile.

Employees earned points they could exchange for rewards. Customer smiles supported local charities. A shared goal connected the interests of the company, the advisor and the customer.

My role: turning technology into a business

As co-founder and CEO, I led product and business development: building the team, raising funding, sales and working with customers. Together, we turned facial-expression analysis into a product that could be installed and used in a branch.

Our work on Quantum began in 2013. After earlier experiments and pilots, in 2018 we focused the product on kindness in customer service under the Quantum CX brand.

Hardware, AI and motivation in one product

Sensors analysed smiles during conversations. The platform showed employees their points, rewards and progress towards a shared charity goal. Participation was voluntary, and employees controlled whether to share their individual results with a manager.

Rollouts and a lesson for the future

In the first PKO BP pilot, advisors smiled 2.3 times more often than during calibration. Mystery shopper scores increased from 85 to 100 points. These are results from that pilot, reported in our 2019 presentation. Quantum CX also worked with Santander banks and Orange.

The pandemic stopped the company’s growth: restricted face-to-face service, masks and frozen investment. We suspended operations in 2021. I came away with experience building and deploying an AI product in large organisations, and a lesson in how much technology depends on market conditions.