Adoreboard, the AI-native firm founded in Belfast in 2011, has introduced Customer Revenue Impact, a measure that ranks every captured customer experience by the revenue it puts at risk or stands to gain. The measure gives CX teams a financial case for which issues to fix first, linking customer trust to revenue rather than satisfaction scores alone.

Adoreboard’s CX predictive intelligence platform lets enterprises quantify customer trust from any channel and predict the revenue impact of improving or building on specific experiences. The Bicester Collection, which runs 12 luxury shopping outlets across Europe, China and the US and welcomed more than 46 million visitors last year, is using it to rank guest experience issues by the revenue at stake.

The structural driver is the gap between CX measurement and business outcomes. Forrester indicates that only half of CX teams can successfully link CX metrics to business outcomes, and it has previously found that more than half of CX executives could not connect metrics to business impact.

“Customer Revenue Impact puts a number on customer trust,” said Mazhar Butt, Group Senior Director Hospitality & Guest Experience at The Bicester Collection. “We can see what a poor experience costs us, which fixes matter most, and act before it costs us more.”

Butt added: “By merging spend data with the Adoreboard predictive insights, we could move beyond correlation to make the impact of poor customer experience visible in real financial terms.”

“Most organisations can tell you how their customers rate them based on a satisfaction score, but few can say what it is worth,” said Chris Johnston, CEO of Adoreboard. “Customer Revenue Impact gives CX the relevance it has lacked in the boardroom, by linking customer trust to revenue, so leaders know which issues matter most, the cost of inaction, and what to fix first.”

The announcement coincides with CX Day 2026, themed ‘Good CX delivers better outcomes for customers, employees, and organisations’. Adoreboard’s platform was also recently selected at NVIDIA’s annual GTC summit as a breakthrough in AI research, based on its accelerated feedback analysis for quantifying trust and revenue impact.

For the sector, the launch reflects CX technology vendors moving from reporting satisfaction to quantifying revenue at stake, as boards demand proof that experience investment pays back.

Source: PR Newswire / Silicon Republic / Customer Experience Dive