In 2021, things are already heating up more for customer experience (CX) leaders. In just a few days, we’ve already seen two acquisitions — and we know of more on the horizon. Unified data analytics technology vendor Topbox — known for helping organizations connect disparate data sources to create a more unified, cross-channel view — was recently acquired by digital customer engagement vendor Khoros. Following closely on the heels of that announcement, customer feedback vendor Wootric — known for its flexibility, ease of use, and time to productivity — is being acquired by InMoment.
Both moves position the acquiring vendors to build off their current capabilities and strengthen their overall offerings. Specifically:
- Khoros with Topbox can help firms maximize customer feedback that is already collected and flatten out silos, creating a more unified view of the customer experience across all channels.
- InMoment and Wootric may allow buyers to get started quickly and expand easily by adding more DIY capabilities. That said, the vendor remains committed to the necessary checks and balances (governance). It also brings more focus to digital and product experiences, something that InMoment was not as well known for as Wootric.
Do you have any questions about these acquisitions or about what’s next in customer feedback management and voice of the customer (VoC)? I look forward to sharing more in my upcoming research and discussions with Forrester clients via inquiry.