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Episerver, a digital experience software company, has signed a definitive agreement to acquire B2B commerce provider Insite Software. Episerver is coming off last month's acquisition of content personalization and analytics company Idio and this month's hiring of longtime SAP executive Alex Atzberger as CEO. The acquisition expands Episerver's capabilities in the B2B arena.
Insite produces solutions in the arenas of customer success and collaboration for manufacturers and distributors. Insite offers B2B ecommerce platform, product information management (PIM), analytics, mobile and product catalog products as well as ERP integrations.
Digital experience software companies are doubling down on ensuring they are offering B2B and B2C capabilities alike. The most notable acquisition here is probably Adobe's $4.75 billion acquisition of B2B marketing automation provider Marketo in 2018.
In other customer experience software news ...
Conductor Announces Leadership Buyout
Conductor, an SEO and content marketing technology company, has announced it has completed a buyout of its business by existing leadership, employees and strategic outside investors. Over 250 employee co-founders get a majority ownership stake in the company.
This also means Conductor is fully divested from The We Company (“WeWork”), and will operate independently. Leading the company will be Conductor CEO and co-founder Seth Besmertnik, COO and co-founder Selina Eizik, and long-time advisor and investor Jason Finger, managing partner of The Finger Group. Conductor’s SEO and content marketing technology connects consumers to brands through search on platforms such as Google, YouTube and Amazon Alexa.
WeWork has had its well-publicized share of troubles. Most recently, it announced 400 layoffs, one month after it said it would lay off 2,400. WeWork has had several tumultuous months this year, including pulling its IPO filing because of mounting losses and a reported unusual corporate governance structure. WeWork co-founder Adam Neumann stepped down from his role as CEO.
Qualtrics Releases New Capabilities for Experience Management
Qualtrics, a customer experience management company by SAP, announced a collection of capabilities for its experience management suite. The new features can help brands automatically analyze and detect experience gaps through social media, interactive voice response (IVR), product reviews or other feedback channels. It can then send personalized notifications to employees' mobile devices. Managers, frontline agents, product specialists and other employees can take action to help customers and employees in need. The four solutions involved in this suite include CustomerXM, EmployeeXM, ProductXM and BrandXM.
LogMeIn Brings Chatbot, Human Customer Engagement to Messaging Apps
Customer experience provider LogMeIn has announced new capabilities for its Bold360 solution to help customers and businesses connect on messaging applications. Bold360’s latest release helps businesses improve contact centers by offering customer engagement on messaging channels including WhatsApp, WeChat, Facebook Messenger, and SMS Text.
LogMeIn is also working to add more channels including Apple Business Chat and Google Business Messaging. Bold360 allows brands' customers to be met with fully integrated chatbot and live agent support. Bold360’s Voices Dashboard combines customer intents from messaging channels with queries from other channels.
