Introduction
Austin, Texas-based QuestionPro, a leader in survey software and solutions, has announced the acquisition of Egyptian firm Cmiles CX. This strategic move aims to bolster QuestionPro’s capabilities in 360-degree customer experience and feedback tracking technology.
Global Presence and Technology Integration
Established nearly two decades ago, QuestionPro offers comprehensive online survey and research services, along with customer and employee experience solutions via an integrated online platform. The company operates from multiple global offices, including locations in the US, Canada, Mexico, the UK, Germany, Japan, Australia, the UAE, and India. Leveraging AI and machine learning technologies, QuestionPro analyzes data from various sources, including surveys, social media, and email responses. Recently, the company partnered with Kantar to enhance Voice of Customer programs and Customer Experience strategies through advanced research technologies.
Innovative Feedback Collection
Cairo-based Cmiles CX specializes in real-time feedback collection using kiosk technology with a 'smiley face' rating system at physical touch points. Their platform aids clients in design-based innovation, facilitated brainstorming, and 360-degree customer experience visualization. This technology will be integrated into QuestionPro’s platform to develop a comprehensive omni-channel approach for measuring customer satisfaction and loyalty, facilitating the company's expansion into the Egyptian market.
Strategic Benefits of the Acquisition
QuestionPro plans to incorporate Cmiles CX’s innovative feedback technology into its existing solutions, providing customers with a more robust data set. According to Vivek Bhaskaran, founder and CEO of QuestionPro, the ability to capture real-time customer feedback through kiosks will significantly enrich the company's comprehensive CX platform, leading to deeper and more insightful analysis for clients.
Expansion into New Markets
The acquisition also provides QuestionPro with a strategic base for further expansion in the Egyptian market. The integration of Cmiles CX's technology will streamline feedback processes, enhance customer satisfaction, and offer detailed insights into customer journeys by merging digital and physical touchpoints.
Vivek Bhaskaran, QuestionPro CEO
"While surveys and other forms of customer feedback solicitation are proven to be effective, there's nothing quite like being able to take the pulse of a customer in real time. The addition of this new, and highly informative, customer feedback data integrated into our comprehensive CX platform will result in even more insightful analysis for customers."
Ahmed Hamdy, Cmiles CX CEO
"Our combined expertise and technology will streamline feedback processes, enhance customer satisfaction, and provide deeper insights into customer journeys by integrating digital and physical touchpoints. We look forward to joining forces with QuestionPro to bring our innovative solutions to a wider audience."
