It’s been just over one year since my appointment as CEO and in this year, we’ve made great strides. Although 2024 is well underway, I wanted to take a moment to reflect on the past year and share what’s to come for our customers over the next 12 months.

From the launch of Acoustic Connect to hosting events and celebrations globally, it has been a year of growth, innovation, and unwavering commitment to our customers and our company values.

We consider our values not just guiding principles, but the strategic pillars that drive our vision for our customers’ success. These values – Team and Passion, Trust and Security, Rapid Innovation, Customer Delight, and Respect for All People – are the compass that directs our every decision and innovation. By living these values each day, we’ve been able to develop powerful, differentiated technology that helps our customers set themselves apart from competitors and make meaningful connections with their audience.

Here’s how our core values have guided our strategic decisions and initiatives this past year.

Acoustic Core Value: Team and Passion

We are one team. We have passion for what we do and inspire one another to deliver exceptional results. We recognize and reward great performance.

In 2023, our collective enthusiasm propelled us to achieve remarkable results. We’ve seen our team members inspire one another, fueling a cycle of creativity and innovation that has led to exceptional performance across all departments.

In line with this value, the entire Acoustic team – across all geographies and functionalities – rallied around the launch of Acoustic Connect, a next-gen customer engagement platform powered by behavioral insights. With this launch, we’re giving marketers a deeper understanding of their customers at a time when the deprecation of third-party cookies and walled gardens around customer data are making it harder than ever to achieve hyper-personalized experiences.

 

Launch day! On May 24, 2023, we introduced Acoustic Connect, a B2C customer engagement platform that empowers brands with deeper customer insights.

 

Because we want to create a community where employees can brainstorm and collaborate more easily, we expanded our global presence with new office spaces in Waltham, London, and Shanghai. We’re still a hybrid workforce, but now our offices have updated branding and more collaborative environments for us to meet with each other and our customers.

 

Acoustic’s new office in Waltham, MA, USA.

 

After reaching a LinkedIn milestone of 50,000 followers, we marked the occasion with celebrations in each region, emphasizing our unity as a team and our commitment to continued growth.

 

Here, our team in Shanghai cuts a custom cake to celebrate reaching 50K LinkedIn followers

 

Acoustic Core Value: Trust and Security

We earn trust. We are responsible stewards and prioritize the safety, quality, privacy, and ethical use of stakeholder data and experiences.

In a digital world where trust is paramount, we’ve fortified our commitment to protecting our customers’ data.

Strategic enhancements to our security protocols and infrastructure have resulted in significant uptime improvements and a reduction in customer cases. Our commitment to trust and security was evident in the remarkable reliability and uptime of our platform during one of the most successful holiday seasons we’ve had to date.

 

Acoustic customers can expect reliable products, services, and support, especially during peak season.

 

Our commitment to trust and security has not only safeguarded our stakeholders’ interests but also reinforced our reputation as a reliable and responsible player in the industry.

Acoustic Core Value: Rapid Innovation

We are relentless in our pursuit to empower our customers with the industry’s most innovative solutions.

Our pursuit of innovative solutions has been at the heart of our success this past year. We’ve launched new features, improved existing ones, and strengthened our overall product portfolio.

With Acoustic Connect, we’re helping our customers future-proof their marketing strategies by illuminating the entire customer journey and providing behavior-based signals that give brands new insight into how and why customers engage with their digital properties. Visibility from click to conversion with real-time behavioral insights is game-changing for customer engagement, and we’re proud to provide a first-of-its-kind platform that delivers on this promise.

Our partnership with Snowflake underscores our commitment to innovation by improving data sharing and management within Acoustic Connect and providing broader customer insights. Marketers can seamlessly integrate multiple data sources to gain a complete view of the customer journey while making sense of vast amounts of data quickly.

 

Łukasz Leszewski, Sr. Solutions Engineer at Snowflake, shares details on the Snowflake Data Cloud during a networking event hosted by Acoustic in Poland.

 

We also committed to three product releases per year to ensure customers always have access to new features and functionalities. As part of this release cadence, we launched a new analytics capability, Insights, that gives our customers a modern UX, richer data visualization through our channel dashboards, and improved data accuracy due to our partnership with Snowflake. We also expanded our offerings by introducing WhatsApp as a new channel for brands to leverage.

Our dedication to rapid innovation has empowered our customers, providing them with cutting-edge tools to meet their unique business challenges.

Acoustic Core Value: Customer Delight

We think like our customers and solve key business challenges to deliver beyond expectations.

Thinking like our customers, understanding their needs, and delivering beyond their expectations has been our mantra.

To better meet the needs of our customers, we combined our Success, Services, and Support teams into a single CX organization with a unifying mission: Earn our customers’ business with each and every interaction. This strategic shift is designed to streamline the experience with us, ensuring every interaction with Acoustic contributes to our customers’ satisfaction. And the results speak for themselves, with Support delivering a 90+ Customer Satisfaction (CSAT) rate across all products and our Net Promoter Score (NPS) trending positively in the past year. This positive feedback and the success stories we’ve received are a testament to our commitment to customer satisfaction.

 

The Acoustic team connects with customers during the Melbourne Cup in Australia.

 

In addition to investing in the experience our customers have, we’ve hosted both in-person and virtual events throughout the year so we can continue making connections and gaining a better understanding of marketers’ needs. One highlight is the virtual panel we hosted with Pura and Duke Energy, where we discussed trends, challenges, and how Acoustic supports their customer engagement and growth goals.

We also hosted a customer event in India where we met to discuss how consumer intent and behavioral insights can help brands gain a deeper understanding of their audience and take personalization efforts to new heights.

 

Celebrating a successful event with our customers in India.

 

We’ve solved key business challenges and, in doing so, have delivered delight to our customers time and time again.

Acoustic Core Value: Respect All People

We are honest and transparent, and recognize the diverse thoughts, feelings, and backgrounds of one another.

Our global, diverse team has been a source of strength and innovation. Hosting events in Mexico, Chile, Poland, England, India, Australia, and the U.S. reinforced our commitment to respecting and celebrating the diversity within Acoustic and our customer base.

 

Time for some friendly competition. During our event in London, attendees networked, learned about Acoustic, and competed in a virtual race simulator.

 

This respect has allowed us to tap into a wealth of perspectives and ideas, contributing significantly to our growth and innovation in 2023.

 

At our event in Chile, attendees collaborated, cooked, and competed, all while making new connections with the Acoustic team

 

Being in the field and learning about real challenges brands face today is paramount to delivering industry-leading technology.

What’s Coming in 2024

As we progress into 2024, our strategy remains firmly rooted in our core values. 

We’ve started the year off strong by announcing DemandTec by Acoustic’s leadership position in a recent analyst report. Our continued investment in DemandTec enables retailers to develop a winning pricing strategy that satisfies margins and customers’ needs.

We also participated in NRF 2024: Retail’s Big Show where we met with existing customers, formed new relationships, and learned about the top challenges facing retailers today. By incorporating feedback from the field into our product roadmap, we’re setting our customers up for long-term success.

 

The Acoustic and DemandTec by Acoustic teams at NRF 2024.

 

I’m immensely proud of what Acoustic has achieved in 2023. Moving into 2024, we are energized by the success we’ve seen, eager to continuously innovate, and steadfast in our commitment to empower brands to build lasting customer relationships. Our dedication to our values has propelled us to new heights, and with the exciting initiatives planned for 2024, I’m confident that the best is yet to come.

Team and Passion, Trust and Security, Rapid Innovation, Customer Delight, and Respecting All People isn’t just what we believe – it’s who we are.