[24]7 acquires KPMG journey analytics technology to ramp up customer engagement play

Vendor purchases customer journey analytics solution from consulting giant and recruits analyst team to provide a new offering to brands looking to diagnose customer journey problems

Customer engagement vendor, [24]7, has acquired KPMG’s Australian grown customer journey analytics technology as part of efforts to more holistically address the customer experience management challenges brands face.

The vendor’s new Customer Journey Analytics platform was previously called Customer Compass and developed by KPMG Capital. The acquisition also sees [24]7 picking up an experienced customer journey analyst team, providing the basis for a new consulting services offering.

The deal allows KPMG member firms to continue offering the technology to clients via a licensing or partnership agreement with [24]7, and also sees KPMG as a preferred supplier of advertising services for [24]7’s direct clients.

[24]7 is a US-based vendor with offices across the UK, Europe, India, Canada, the Philippines and Australia. The company has built its presence off the back of its predictive and virtual chat agent technology, with customers including Hilton Worldwide, Vodafone and Amdocs.

The company started ramping up its wider customer engagement play in 2015, acquiring Australia-based player, BolderView to grow its Asia-Pacific footprint in the same year. It then introduced its Customer Acquisition Cloud off the back of the acquisitions of paid search bid optimisation player, Campanja, and personalised content optimisation vendor, EngageClick.  

The aim of [24]7 Customer Journey Analytics is to identify and visualise the root causes of problems across a customer journey across channels, devices and IT systems, in order for brands to address them. The platform is a complement to the vendor’s Customer Engagement Cloud.

Key capabilities through Customer Journey Analytics include improved query speeds via a data fabric designed to speed up delivery of customer insights up to 100 times faster than traditional solutions; analyst enablement and productivity through visual query builders; and visualisations to better showcase the business user impact of customer journey analytics.

“This technology enables analysts to query millions of customer journeys in minutes,” said [24]7 VP of Customer Journey Analytics, Gil Winters. “This enables us to generate valuable insights in a fraction of the time of existing analytic techniques, meaning opportunities can be acted upon quickly.”

As an example of how the tool works, [24]7 pointed to its relationship with ASX-listed telco, Telstra, which it said is using Customer Journey Analytics in conjunction with Customer Engagement Cloud. The tool is designed to help the telco analyse customer experiences, identify opportunities for improvement and implement solutions across channels.  

It does this by collecting data across digital channels, such as Web, mobile, live chat and chatbots, along with voice and offline, then connecting it to advertising and marketing systems, voice-of-customer platforms and back-office tools. [24]7 claims most structured and unstructured data sources can be analysed including proprietary and third-party systems.

KPMG Capital CEO, Tim Gillis, said the deal will allow the consulting giant to offer clients a more strategic, integrated customer experience solution than previously possibly.

“This transaction opens up multiple possibilities to serve large enterprises globally who can benefit from [24]7’s customer acquisition and engagement solutions,” he said.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu

 

 

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Conversations over a cuppa with CMO: ABC's Leisa Bacon

In this episode of Conversations over a Cuppa with CMO, ABC's director of audiences, Leisa Bacon, shares how she's navigated the COVID-19 crisis, the milestones and adaptability it's ushered in, and what sustained lessons there are for marketers as we start to recover.

More Videos

Remote working has gained a lot of attention in the past few months. And the key driver to the smooth workflow of remote working is obvio...

varun

How to manage social media during Covid-19

Read more

Hi everyone! Hope you are doing well. I just came across your website and I have to say that your work is really appreciative. Your conte...

Rochie Grey

Will 3D printing be good for retail?

Read more

Zero proof spiritsUsa since 2011 www.arkaybeverages.com🤪🤟

Sylvie

How this alcohol-free spirits brand rode the health and wellness wave

Read more

okay this a good newsmaybe i gonna try it

kenzopoker1

CMO's top 8 martech stories for the week - 9 July 2020

Read more

Very insightful. Executive leaders can let middle managers decide on the best course of action for the business and once these plans are ...

Abi TCA

CMOs: Let middle managers lead radical innovation

Read more

Blog Posts

Why CMOs need a clear voice strategy to connect with their customers

Now more than ever, voice presents a clear opportunity to add value to an organisation in many ways. Where operational efficiencies are scrutinised, budgets are tighter and discretionary consumer spend at a low, engaging with an audience is difficult.

Guy Munro

Head of innovation and technology, Paper + Spark

MYOD Dataset: Building a DAM

In my first article in this MYOD [Make Your Organisation Data-Driven] series, I articulated a one-line approach to successfully injecting data into your organisation’s DNA: Using a Dataset -> Skillset -> Mindset framework. This will take your people and processes on a journey to data actualisation.

Kshira Saagar

Group director of data science, Global Fashion Group

Business quiet? Now is the time to review your owned assets

For businesses and advertiser categories currently experiencing a slowdown in consumer activity, now is the optimal time to get started on projects that have been of high importance, but low urgency.

Olia Krivtchoun

CX discipline leader, Spark Foundry

Sign in