QuestionPro Buys Egypt's Cmiles CX

Austin, Texas-based survey software and solutions firm QuestionPro has acquired Egyptian firm Cmiles CX, a developer of 360 degree customer experience and feedback tracking technology.

Established almost twenty years ago, QuestionPro provides online survey and research services, customer and employee experience solutions via a fully integrated online platform. The company has offices in the US, Canada, Mexico, the UK, Germany, Japan, Australia, the UAE and India, and deploys a wide range of AI and machine learning technologies to analyse data from surveys, social media, email response and other sources. Last month it announced it would work with Kantar to develop enhanced Voice of Customer programs and Customer Experience strategies through 'automation, AI and advanced research technologies'.

Cairo-based Cmiles CX uses kiosk technology with a 'smiley face' rating system for real-time feedback collection at physical touch points, and its platform helps clients with design-based innovation, facilitated brainstorming and 360-degree CX visualization. Following the buy, QuestionPro will integrate this technology into its platform to create 'a truly omni-channel approach to help brands more fully measure customer satisfaction and loyalty'. The move also gives it a base for expansion in the Egyptian market.

Adding the simple and immediate feedback mechanism of the kiosks to its existing range of solutions will give its customer 'a fuller set of data', says QuestionPro. 'While surveys and other forms of customer feedback solicitation are proven to be effective', says founder and CEO Vivek Bhaskaran, '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 (pictured), CEO of Cmiles CX comments: 'Our combined expertise and technology will streamline feedback processes, enhance customer satisfaction, and provide deeper insights into customer journeys by integrating digital and physical touch points. We look forward to joining forces with QuestionPro to bring our innovative solutions to a wider audience'.

Web site: www.questionpro.com .