QuestionPro acquires Cmiles CX: Enhancing customer experience management

Cmiles CX’s on-site, emoji-based experience rating technology, combined with QuestionPro’s premier survey-based customer experience (CX) platform, delivers a truly omni-channel approach that enables organizations to more accurately measure customer satisfaction and loyalty. This powerful integration allows businesses to gather and analyze feedback from multiple touchpoints, ensuring a holistic understanding of the customer journey.

QuestionPro, a global leader in survey research, data, and insights services, has recently acquired Cmiles CX, a provider of comprehensive customer experience and feedback monitoring technology. This strategic acquisition marks QuestionPro’s entry into the Egyptian market and underscores its commitment to redefining the customer experience landscape in the region. By integrating Cmiles CX’s innovative technology into its platform, QuestionPro aims to enhance its ability to measure customer happiness and loyalty across multiple channels, providing a more nuanced and accurate picture of customer sentiment.

QuestionPro’s CX platform leverages a variety of advanced technologies, including artificial intelligence (AI) and machine learning. Among these are Natural Language Processing (NLP) and Generative AI, which are used to analyze customer experience, perception, feedback, and chatter gleaned from surveys, social media, email responses, and other sources. These technologies enable QuestionPro to process vast amounts of data efficiently, uncovering valuable insights that can drive strategic decisions and improve customer engagement.

Cmiles CX pioneered the use of a simple yet effective “smiley face” rating system to capture customer reviews at the point of delivery. This intuitive system has been widely adopted, with over 25 million customers providing feedback through Cmiles CX’s kiosks, iPads, and other displays at more than 800 physical locations. This rich dataset helps brands understand and improve the customer experience by quickly addressing dissatisfied customers more effectively than other feedback methods. The immediacy of this feedback allows for real-time adjustments and enhancements, fostering a more responsive and customer-centric approach.

The integration of real-time consumer feedback from Cmiles CX will significantly enhance QuestionPro’s already robust digital data gathering and analysis tools. By bridging the gap between digital and physical environments, the combined solution enables more effective improvements in customer satisfaction and loyalty. This holistic approach ensures that businesses can respond swiftly to customer needs and preferences, driving continuous improvement in their service delivery.

Vivek Bhaskaran, founder and CEO of QuestionPro stated that while surveys and other types of customer feedback solicitation have been shown to be beneficial, real-time feedback provides even more valuable insights. This integration will enhance their overall customer experience platform by adding another layer of rich, actionable data.

Ahmed Hamdy, CEO of Cmiles CX, expressed his excitement about the collaboration, while stating that their combined knowledge and technology will streamline feedback processes, improve customer satisfaction, and provide deeper insights into customer journeys by connecting digital and physical touchpoints. They are thrilled to make their cutting-edge solutions accessible to a wider audience with QuestionPro. This partnership will enable them to offer unparalleled insights and tools to their clients, helping them to achieve their business objectives more effectively.

The acquisition of Cmiles CX by QuestionPro represents a significant step forward in the field of customer experience management. By combining their strengths, these companies are poised to deliver innovative solutions that will redefine how organizations measure and enhance customer satisfaction and loyalty.