Customer experience management specialist Medallia is to acquire digital experience analytics firm Decibel, headquartered in London, for approximately $160m in cash.
Decibel's Digital Experience platform captures data and analyses it with the help of machine learning to identify problem areas on web sites and apps. In 2019, the firm raised $17m in an investment round, to further develop its technology and for expansion across Europe and North America.
Medallia says the acquisition will give its own customer experience and engagement platform always-on, unsolicited digital feedback, providing a single view of all customers and prospective customers at every point of their journey across all channels. CEO Leslie Stretch claims that the addition positions Medallia as the only experience vendor that brings together the physical world, contact center and digital in a single signal platform.
Decibel CEO and co-founder Ben Harris adds: 'Following a strong partnership, Medallia's approach to us came as a welcome surprise. Medallia's growth mentality and culture fits hand in glove with ours, which means we can now move at an even faster pace to help companies deliver the experiences customers expect and demand'.
Web sites: www.medallia.com and www.decibel.com .
All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.