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Total Economic Impact Study Finds Kustomer s CX Platform Produces More than 400% ROI
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EU regulators to subject Facebook s acquisition of Kustomer to in-depth investigation
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Many brands are revisiting their customer experience initiatives, and are looking into investing in either a customer data platform (CDP) or customer relationship management (CRM) platform. The question is, what are the basic functions of CDPs and CRMs, which would serve a brand better for improving the customer experience, and why?
The Primary Function of a CDP
A Customer Data Platform is a software package that is used to unify transactional, demographic, and behavioral data from all of a brandâs channels, all of which are used to create a persistent, single-person view of each customer. It then makes the customer data available to other systems so it can be used for marketing, personalization, customer service, sales, and customer experience initiatives.
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As more consumers than ever before turn to online shopping amid the pandemic, customer service companies specializing in text messaging and chatbot support are in high demand.
In November, Facebook announced a landmark $1 billion acquisition of the customer service company Kustomer, highlighting the growing role of social media in e-commerce and rising interest in messaging based support services.
Here are five of the top companies disrupting the customers service industry and changing the way consumers and retailers interact.
2020 was a year of seismic change not just for retailers, but also for the customer service companies that support them.
Photo: Getty Images. Illustration: Inc. Magazine
It s been a head-scratchingly prolific year for the flow of money in Silicon Valley and the grander startup ecosystem. With many IPOs hitting their targets despite a global pandemic or perhaps with help from it it s no surprise that companies have continued to pursue the exit strategy of acquisition. Deal flow was down slightly from 2019, and certainly from 2018 but still, some very notable mergers and acquisitions weren t hindered by the economic uncertainty brought on by the Covid-19 pandemic.
Some of the biggest deals took place between companies that were already public such as Salesforce s $27.7 billion mega-acquisition of Slack, which had gone public in 2019. Uber seemed keen to buy already-public Grubhub but then in July, European take-out giant Just Eat Takeaway swooped in, acquiring it for $7.3 billion and creating the largest food-delivery company outside of China. Then there was the biggest deal of the decade, in whic
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