customer

CustomerZone360 NEWS

Free eNews Subscription

Zendesk Looks to Enhance CX with Momentive Acquisition

By Luke Bellos November 04, 2021

Now that customers have shifted the majority of their commerce activity online, businesses are eager to enhance that activity through artificial intelligence, data analytics, and automation. But not all solutions provide the same functionality and features, which has created huge competition for CX developers.

Customer support solutions specialist Zendesk is well aware of this reality, and is attempting to rise above the competition after announcing the acquisition of Momentive Global Inc., previously known as SurveyMonkey.  According to a recent article by Techcrunch, Zendesk agreed to purchase Momentive for an impressive $4.13 billion, with the intent of using Monetive’s data resources to gain a clearer understanding of customer desires.

In an official statement, CEO Mikkel Svane mentioned Zendesk intends to create a customer intelligence platform so businesses can form stronger bonds and unique experiences.

“We will deliver a rich, colorful picture of every customer so businesses really understand their customers and can build more authentic relationships,”

Zendesk and Momentive are industry experts in customer data harvesting and analysis, making this deal a logical consolidation of resources and industry knowledge. This could result in the creation of a unique CX platform that offers businesses insights far more detailed than competing services.

“If they can make it easy to access and analyze blended data from these two platforms, it should provide their customers with a more complete view of individual customers and overall market trends,” commented Laurie McCabe, co-founder and analyst at SMB Group. And understanding the customer experience should help improve and refine it when need be.”

Company board members for both sides have agreed to the terms of this deal, but will require further approval from stockholders, as well as a formal review from regulators.




Edited by Maurice Nagle
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Editor, CustomerZone360

SHARE THIS ARTICLE
Related Articles

CUSTOMER Magazine Announces Winners of the 2024 Contact Center Technology Award

By: TMCnet News    6/13/2024

Contact Center Technology Award winners have been chosen on the basis of their product or service's ability to help enterprise and outsourced contact …

Read More

Talkdesk Releases Latest Version of its Global Contact Center KPI Benchmark

By: Tracey E. Schelmetic    6/12/2024

AI-based contact center solutions provider Talkdesk recently announced its latest Talkdesk Global Contact Center Key Performance Indicator (KPI) Bench…

Read More

Verint Announces Adoption of Coaching Bots by Multinational Bank

By: Tracey E. Schelmetic    6/12/2024

Customer experience automation company Verint recently announced that a renowned multinational bank is using its Verint Coaching Bot to help its conta…

Read More

Zoho's New Product Aims to 'Democratize' CRM for Everyone

By: Tracey E. Schelmetic    6/11/2024

CRM solutions provider Zoho Corporation recently announced the preview of its Zoho CRM for Everyone product, a new set of capabilities aimed at democr…

Read More

Readymode iQ Tackles Modern Call Center Challenges

By: Tracey E. Schelmetic    6/11/2024

Predictive dialing solutions provider Readymode recently announced the release of Readymode iQ, its enhanced call center platform that features new di…

Read More