News
The Gist
- Multi-channel feedback. Netigate acquires Mopinion to expand customer feedback and voice of the customer (VoC) capabilities.
- AI-driven integration. The combined platform will centralize feedback from customer and employee channels using both companies’ AI investments to make data more visible and actionable.
- European compliance. Medium and large enterprises gain a broader experience management platform with EU compliance at the core.
Netigate, a Stockholm-based experience management software provider, acquired Netherlands-based Mopinion on September 23, 2025. The deal combines Netigate’s experience analytics and AI capabilities with Mopinion’s digital feedback and voice of the customer tools for customer experience professionals, digital experience teams and digital marketers.
Company officials said the goal is a unified platform that aggregates feedback from multiple sources, including digital channels for VoC and employee experience programs. The combined solution will be developed and hosted in Europe to meet regional security and data protection requirements.
Impacted Audiences for a Unified Experience Platform
- Medium and large European enterprises across retail, e-commerce, hospitality, finance and energy
- Customer experience and employee experience teams seeking to unify and analyze feedback from disparate sources
- Organizations requiring EU-compliant feedback and experience management solutions
European Experience Management Market Consolidates
Experience management platforms are converging as organizations seek unified data solutions with AI capabilities and stronger privacy protections.
The Netigate–Mopinion deal aligns with a broader trend, with nearly 70% of companies investing in conversational AI and updating customer data and VoC strategies. The integration combines Netigate’s analytics and AI-driven trend detection with Mopinion’s real-time digital feedback tools.
The timing coincides with rising AI adoption, as organizations reporting extensive AI use increased from 11% to 32% year over year. While measuring ROI and securing budgets for customer experience initiatives remains challenging, Netigate positions itself as a European alternative built around local security and data protection requirements.
This is a powerful step forward, as we’ll create the European answer to fragmented global solutions. We’re combining Mopinion’s strength in digital experience with Netigate’s expertise in analytics and enterprise feedback management.
How AI Is Changing Voice of the Customer
Companies are moving beyond traditional surveys and Net Promoter Scores to leverage AI for analyzing unstructured customer data from support calls, chat logs, social media and open-ended feedback. This shift improves transparency and time to response by detecting frustration patterns, identifying trends across interactions and predicting churn or advocacy potential.
Real-Time Sentiment Analysis Drives Action
AI-driven sentiment analysis and natural language processing convert raw feedback into actionable insights. Chatbots can detect rising frustration and escalate to live agents, while AI surfaces recurring onboarding issues faster than periodic surveys.
Generative AI helps close the loop by drafting responses to reviews and scaling follow-up actions across touchpoints.
Continuous Monitoring Replaces Periodic Surveys
The AI-enhanced VoC framework emphasizes continuous conversation over periodic collection. AI monitors sentiment across channels, personalizes feedback requests and shifts focus toward predictive behavior.
This transition from descriptive to predictive analytics turns VoC programs into planning tools. Organizations report higher retention, improved lifetime value and more targeted churn prevention.
Implementation Challenges Persist
Effectiveness varies when implementing AI for human-like conversations. Some frontline employees report AI tools can create additional workload if not well integrated into workflows.
Despite these challenges, the trend shows AI helping companies listen more closely, respond faster and improve experiences through enhanced feedback analysis.
Platform Capabilities
The combined VoC and VoE solution integrates feedback collection and analytics across customer and employee journeys.
| Capability | Description |
|---|---|
| Multi-channel feedback | Collection from websites, apps, surveys and employee initiatives |
| AI-powered analytics | Automated trend detection and root cause analysis |
| Unified dashboard | Single view of experience data in one secure platform |
| Real-time insights | Digital feedback tools providing immediate customer signals |
| Survey automation | Streamlined feedback collection across touchpoints |
| Action management | Tools to translate insights into prioritized improvements |
About Netigate
Netigate is a Swedish experience management platform that helps companies collect, analyze and act on customer and employee feedback through agentic AI. With AI-driven insights and automation, the company supports engagement, retention and action planning.
Founded in Stockholm in 2005, Netigate serves more than 1,500 customers globally. The company has more than 100 employees with offices in Stockholm, Frankfurt and Helsinki. Since 2022, private equity fund GRO Capital has been the majority shareholder.
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About Mopinion
Mopinion is a European voice of the customer and customer feedback software provider for web, mobile apps and email. The platform helps organizations uncover insights to optimize multi-channel digital experiences. Headquartered in Rotterdam, the Netherlands, Mopinion’s customer list includes KLM, Ahold, Vodafone, Calvin Klein, Allianz, Scania and ENGIE.
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