The Future of Customer Understanding: Insights from Indeemo’s CEO

In a world that’s increasingly digital, businesses are facing an undeniable truth: understanding customers is more challenging and critical than ever. Eugene Murphy, Founder and CEO of Indeemo, shared his perspective on the future of customer insights in a recent interview, emphasising the transformative power of video and generative AI.

A Digital-First World Demands Omni-channel Understanding

Eugene states, “If you think about it, any business that's going to be created from now on is going to be partially, if not entirely, digital in nature,”. Whether it’s through social media, apps, websites, or voice interfaces, businesses increasingly interact with customers in virtual spaces, often without ever meeting them in person.

This shift brings a unique challenge: customers engage with brands through multiple channels, including search, chat, social media, desktop, and voice. “Their customer journey is going to be omnichannel,” he explains, meaning businesses must adapt to meet customers wherever they are.

Meeting the Expectations of Digital-Native Generations

Younger generations, like Gen Z and Generation Alpha, are “digital by default” and have been immersed in technology from a young age. “They’re very, very demanding in terms of the experience they want from your brand,” he notes. These consumers expect seamless, intuitive, and personalised interactions with businesses.

For brands, this means keeping pace with skyrocketing expectations and the accelerating pace of technological change.

 “The pressure that's putting on brands to understand their customers in context is immense” 

Bringing Humanity Back to Data with Indeemo

Indeemo’s mission is to help businesses reconnect with their customers on a human level. 

“We leverage smartphones, video, and generative AI to allow any business to connect with their customer through real-life private video interactions in any context,”

By using video, Indeemo provides businesses with an unfiltered view of their customers’ lives. “Instead of looking at Google Analytics and pie charts,” Eugene says, “you’re looking at humanity on the dashboards.” These video interactions allow companies to virtually “walk in their customers’ shoes” and understand their behaviors and preferences in real-world contexts, such as during shopping trips or week-long studies.

Turning Insights into Empathy with Generative AI

One of Indeemo’s standout features is its integration of generative AI, which scales the analysis of video data to extract meaningful insights. 

“We help our customers connect with their customers in any context, at any time, in any corner of the world,”

This real-time understanding not only enables businesses to improve their offerings but also fosters empathy by showing the human stories behind the data.

The Future of Customer Insights

The vision for Indeemo is clear: to transform how businesses understand their customers. By replacing abstract numbers and graphs with real-life video interactions, Indeemo is redefining customer insights. 

“Businesses need to get closer to their customers... They need to understand the real-life context their customer operates in. And that builds empathy.”

Indeemo’s approach empowers brands to connect with their customers on a deeper level, ensuring they can adapt and thrive in an ever-changing digital world. By leveraging video and generative AI, businesses are not only staying competitive but also cultivating the empathy needed to truly understand and meet their customers’ needs. This is the future of customer insights—and Indeemo is leading the way.

As the digital landscape continues to evolve, Indeemo’s innovative approach offers a powerful way for brands to stay ahead, ensuring they remain connected to the people they serve.

You Can Watch the Full Interview Here