Listen to this articleBelow is our recent interview with Mark Zides, CEO & President at Luminoso:
Q: Could you provide our readers with a brief introduction to your company?
A: Luminoso Technologies is a global leader in AI-powered text analytics, helping organizations transform unstructured feedback into business-critical insight in real time. Spun out of the MIT Media Lab, Luminoso combines cutting-edge natural language understanding (NLU), emotion-aware analytics, and generative AI to analyze customer and employee feedback across surveys, support tickets, social media, and more.
In 2025, Luminoso launched its next-generation GenAI dashboard, featuring retrieval-augmented generation (RAG) and autonomous voice-of-customer synthesis — allowing teams to instantly surface emerging trends, sentiment shifts, and root causes of customer friction. Enterprise clients, including two of the world’s top seven technology companies, use Luminoso to reduce time-to-insight by up to 60% and move from reactive reporting to proactive decision-making.
With support for 14 languages, seamless integrations into leading BI and CRM tools, and strategic partnerships with AWS and Bright Data, Luminoso empowers CX, product, and HR leaders to make smarter, faster decisions at scale.
Q: What makes you the best choice? How are you unique?
A: Unlike legacy analytics tools or basic sentiment trackers, Luminoso was born out of MIT and built to truly understand human language. Our platform doesn’t rely on static keyword libraries or lengthy model training — we deliver real-time insights across 14 languages, with no manual setup. That means faster value, deeper understanding, and more strategic action for our clients.
Q: Who is your ideal client and why?
A: We work best with customer-obsessed organizations—typically in industries like tech, consumer goods, healthcare, and financial services—who are drowning in feedback but struggling to translate it into insight. Our ideal client is a CX, product, or insights leader who wants to know what their customers are saying about their brand and products across omnichannel sources like surveys, call centers, support tickets, social platforms like Reddit, and review sites like Amazon. We help them cut through the noise and deliver real impact across the business.
Q: What can we expect from you in the next 12 months? What are your plans?
A: We’re doubling down on AI innovation and integrations. Over the next year, expect major product enhancements around generative AI, proactive insight surfacing, and embedded analytics. We’ll continue to invest in our dynamic dashboard to empower business users with real-time insights, and we’re enhancing our open APIs to seamlessly connect with BI tools like Tableau, BusinessObjects, and Qlik.
In parallel, we’re expanding our strategic partnerships with AWS and Bright Data to help clients more easily ingest and analyze third-party data at scale — giving them a richer, more complete understanding of the customer landscape.
Q: What is the best thing about your company that people might not know about?
A: Our technology doesn’t just understand language—it adapts to yours. Whether you’re analyzing clinical trial feedback, product reviews, or HR surveys, Luminoso captures the nuance of your domain without custom training. It’s one of the few AI platforms that combines enterprise-grade power with true flexibility.
