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EngageAI

Transforming customer feedback into actionable insights

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At ICON, our mission is to help bring life-saving drugs and devices to patients faster. 

Through Engage, our customer satisfaction reporting platform, we’ve continuously improved sponsor and site experiences by listening to the voice of the customer and acting on feedback.

Now, EngageAI takes this further; it transforms collated customer feedback into structured reports at unprecedented speed and scale. It summarises feedback, analyses sentiment, and identifies key themes — enabling ICON to act with precision and agility.

EngageAI builds dynamic sponsor profiles, highlights priorities, and drives service enhancements with actionable insights. The result? Stronger partnerships, smarter operations, and accelerated delivery of therapies that change lives.

Customer benefits

1. Engage AI transforms customer feedback into strategic insight

ICON is redefining how we listen and respond to our customers by integrating AI into the Engage ‘Voice of customer’ platform. This innovation turns vast volumes of customer feedback into actionable intelligence—helping sponsors see real impact from their input.

2. Faster, transparent responses to customer concerns

Sponsors benefit from real-time summarisation of sentiment and actionable insights, ensuring issues are addressed quickly and visibly. This builds trust and strengthens partnerships.

3. Proactive, predictive service enhancement

ICON moves beyond reactive issue resolution to predictive experience management. AI identifies patterns across studies and services, enabling ICON to anticipate challenges and replicate best practices.

4. Industry leadership in customer-centric innovation

EngageAI sets a new standard for operationalising the voice of the customer in clinical research. ICON demonstrates how technology can humanise large-scale operations and deliver more agile, accountable service models.

5. Better trial outcomes and accelerated delivery

By improving sponsor-CRO alignment and reducing friction, EngageAI helps trials run more smoothly supporting faster development of life-saving therapies and a more patient-centric research ecosystem.

Why ICON?

ICON integrates advanced AI into its customer listening program at scale. EngageAI sets a new standard for responsiveness and transparency—helping sponsors accelerate delivery and achieve better trial outcomes.

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