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Clarabridge acquires Market Metrix

Customer experience management (CEM) provider Clarabridge has acquired Market Metrix, developer of an enterprise feedback management (EFM) platform for the leisure and hospitality industries. Clarabridge says Metrix will complement and extend Clarabridge’s analytics and measurement-focused CEM offerings with the addition of a robust, results-oriented feedback management platform.

The companies say the combined CEM solution enables organizations to better listen to, analyze and act on customer feedback across all channels and throughout the enterprise. Existing Market Metrix and Clarabridge customers will be able to gather intelligence beyond the source of a problem to the real financial impact of a problem, all managed with a scientific approach to gathering data and Clarabridge’s analytic tools to decipher and act upon it.

The companies say the combined offerings bring a holistic solution that addresses all of an organization’s operational and strategic customer needs, ranging from integrating all customer feedback into a digestible format, applying advanced analytics, tracking both customer issues and interactions and ensuring that there are actionable results.

Market Metrix will remain to serve its customers with its existing products and services. Clarabridge will continue to develop strong relationships with partners and continue to strengthen existing integration APIs and connectors, while providing an offering for customers who need a fully integrated solution.

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