QuestionPro strengthens its CX offerings by acquiring Cmiles CX. This integration brings real-time feedback and social media analysis for a holistic view of the customer journey.
QuestionPro, a global leader in survey and research, data, and insights services, has acquired Cmiles CX, a developer of 360o customer experience and feedback tracking technology. QuestionPro will integrate Cmiles CX’s technology into its platform to create a truly omnichannel approach to helping brands more fully measure customer satisfaction and loyalty. This strategic move marks QuestionPro’s entry into the Egyptian market, showcasing its commitment to transforming the regional CX landscape.
QuestionPro leverages a wide range of AI and machine learning technologies, including Natural Language Processing (NLP) and Generative AI, to analyze customer experience, perception, feedback, and chatter from surveys, social media, email responses, and other sources as part of its Customer Experience (CX) platform.
Cmiles CX pioneered asking customers to rate their experience at the point of delivery with a simple “smiley face” rating system. Its kiosks, tablets and other displays are in use at over 800 physical locations and have collected feedback from over 25 million customers. Brands use this data to better understand and improve the customer experience and, importantly, address unhappy customers more quickly than through other forms of feedback requests.
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Combining real-time/immediate customer feedback with QuestionPro’s already comprehensive digital data collection and analysis tools will give customers a fuller data set. The combined solution bridges the gap between digital and physical, providing a holistic view of the customer journey and enabling more effective improvements in customer satisfaction and loyalty.
“While surveys and other forms of customer feedback solicitation are proven effective, there’s nothing quite like being able to take the pulse of a customer in real time,” said Vivek Bhaskaran, founder and CEO of QuestionPro. “The addition of this new highly informative customer feedback data integrated into our comprehensive CX platform will result in even more insightful analysis for customers.”
“Our combined expertise and technology will streamline feedback processes, enhance customer satisfaction, and provide deeper insights into customer journeys by integrating digital and physical touch points. We look forward to joining forces with QuestionPro to bring our innovative solutions to a wider audience,” stated Ahmed Hamdy, CEO of Cmiles CX.
