Building A Credible Market Presence Through Analyst Relations

Challenge

Echo AI had recently pivoted its company from its core offering around agent performance into a customer insights engine for executives to deeply know what was happening in their customer service organizations. By analyzing customer interactions through an LLM pipeline, Echo AI was creating an easier way to identify churn risks, upsell opportunities, and compliance breach. But now, the company needed a way to make its new product offering known in the competitive customer experience automation landscape.

Solution

After a company re-launch that went with a PR push and a website + content strategy overhaul, I focused on identifying strategies to build credibility in the market through analyst relations. We prepared an analyst focused narrative that clearly described the evolution of NLP and conversation intelligence technologies and why Echo AI was pioneering AI generated summarizations for customer analytics.

Over the span of 6+ months, we executed a communications engagement plan for our major analyst targets whose coverage areas most aligned with what Echo AI was doing. Through consistent updates and relationship building, Echo AI secured placements on three industry reports: the 2024 451 Research Impact Report; the 2024 Gartner Cool Vendors Report; and was the only vendor mentioned in the 2024 Forrester Report on Gen AI in the Contact Center.

By the end of 2024, these reports played a critical role in driving a 38% growth in lead generation, and ultimately helped position Echo AI for an acquisition by Calabrio, one of the largest players in the workforce management space.