Skip to content
Economy Watch: Market Movers Today — Understand the Economy's Pulse — technology

CX Landscape Shifts: Acquisitions Signal Move Towards Diverse Feedback Methods

Acquisitions like Press Ganey Forsta's purchase of InMoment are reshaping customer feedback management. Expect more diverse feedback methods and potential challenges to CX tech giants.

,   and  Administrator
1 min read
This picture is clicked inside the room. In this picture, we see a table on which laptop, speaker,...
This picture is clicked inside the room. In this picture, we see a table on which laptop, speaker, monitor, keyboard, ball, mouse, scanner and papers are placed. In the left bottom of the picture, we see a table on which electronic goods are placed. Behind that, we see a wall on which charts and posters are pasted.

CX Landscape Shifts: Acquisitions Signal Move Towards Diverse Feedback Methods

The customer experience (CX) landscape is shifting due to the rise of agentic commerce, leading to fewer direct customer service interactions for organizations. Recent acquisitions in the customer feedback management tech ecosystem signal a move towards more diverse and innovative feedback collection methods.

Several notable acquisitions have taken place recently, including Press Ganey Forsta's purchase of InMoment, Amplitude's acquisition of Kraftful, Contentsquare's planned acquisition of Loris AI, Netigate's acquisition of Mopinion, and Alchemer's acquisition of Chatmeter. These deals aim to strengthen the companies' presence in the customer feedback management solutions space, add multiple sources of customer feedback, connect contact-center conversations with digital interactions, enhance customer feedback collection and unstructured text analysis, and deepen nonsurvey listening capabilities.

These changes are driven by the declining relevance of traditional customer service methods, such as web-based surveys, which are losing visibility as website traffic decreases. Organizations are forced to explore alternative digital customer understanding methods. The recent acquisitions and broader industry trends raise questions about the future of customer feedback and CX tech, including the possibility of further consolidation and the impact of these changes on organizations.

The integration of AI-driven sentiment and emotion analytics linked to satisfaction metrics is set to advance CX technology. This could challenge the dominance of giants like Medallia and Qualtrics by offering more actionable insights at both individual and market levels. These changes may also provide lower-cost alternatives, localized features, and the ability to connect disparate data sources effectively, further reshaping the CX tech landscape.

Read also:

Related

Latest