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Dixa expands U.S. operations to take on established CX vendors

Dixa, a Nordic customer service innovator operating in the EMEA customer experience (CX) market, is strengthening its footprint in the U.S. Dixa is backed by Notion Capital, Project A Ventures, and SEED Capital, and is building on its recent $15 million acquisition of Australian knowledge management platform Elevio with the opening of new headquarters in New York and the recruitment of teams across the North East, South East, Central and Western America.

Since the global launch in 2018, Dixa has grown from just 12 to over 170 employees, with offices in Copenhagen, London, Kyiv, Berlin, Melbourne, and New York, and plans to open an office in Amsterdam by the end of this year. Dixa doubled its revenues during 2020 and has raised more than $50 million in funding to date with backing from Notion Capital, Project A Ventures, and SEED Capital.

Customer service is one of the largest software categories in the world but, according to Dixa, the market continues to operate in transactional silos and compartmentalizes customer interactions into separate channels. In addition, the company says, eight out of 10 companies use multiple solutions to deliver an “omnichannel” experience, which limits a brand’s ability to properly connect meaningfully to their customers, damaging both agent experience and consumer confidence. Dixa says its platform tackles this problem by allowing consumer-facing brands to serve customers across multiple channels from a single screen including social media, chat, voice and messaging apps. The platform also uses smart routing powered by data and algorithms to allow customer queries to reach the right agents, along with relevant data and insights, in real-time. By choosing customers over tickets, the platform boasts a first contact resolution (FCR) rate of 75% and is purpose-built for conversational scalability.

As part of its U.S. expansion, Dixa has added Thomas Hansen, chief revenue officer at UiPath, to its board of directors. It has also appointed Scott Sinatra as its new chief revenue officer.  

“The opportunity in front of Dixa in the U.S. is enormous. Every sector needs to connect better with their customers and there is a palpable pain point in the U.S. that brands are simply not connecting with customers in the most efficient and agile way possible,” said Scott Sinatra, Dixa’s new chief revenue officer.  “Dixa is already helping a number of U.S. brands transform their customer relationships and I’m excited to use this new wave of investment to disrupt the market even further and tap into the clear appetite for a non-ticketed, personalized and platform-centered approach.”

The U.S. is the most customer-centric market in the world, but it has been held back by technology being developed in silos and not brought together at the point of interaction, added Mads Fosselius, CEO of Dixa. “However, we are seeing a huge appetite amongst U.S. brands to move away from the siloed, ticketed model and towards a single platform approach that can help them understand their customers in a more efficient, data-driven and conversational way. While we have been taking over the EMEA market, we have been building a strong base of customers across the U.S. that have realized how a platform, SaaS approach can deliver unparalleled customer service. Building out our team in the U.S. is the next step in our journey to responding to this growing demand and ultimately winning the U.S. market.”

The Dixa platform targets “customer-centric” brands with customer-facing agents, such as scale-ups and companies in e-commerce, transport/delivery, fintech, gaming and more. Its customer base currently spans over 20 countries and includes U.S. brands such as Wistea, Thule, and Jessica Alba’s Honest Baby Clothing.

For more information, go to www.dixa.com.

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