Reston, Va. – Clarabridge, Inc., a provider of intelligent customer experience management (CEM) solutions, is acquiring Market Metrix, an enterprise feedback management platform in the leisure and hospitality industries. Market Metrix will complement and extend Clarabridge’s analytics and measurement-focused CEM offerings with the addition of a robust, results-oriented feedback management platform.
“Customer experience management is becoming mission critical to many enterprises,” said Sid Banerjee, CEO of Clarabridge. “A common vision that emerged from our engagement with thousands of organizations is the market’s need for an end-to-end solution that integrates customer feedback from all sources, apply advanced text and sentiment analytics to identify themes and drivers of customer satisfaction, as well as surface critical operational issues, and coordinate engagement activities that ultimately help companies drive customer loyalty and profitability. The merger between Clarabridge and Market Metrix enables us to bring this vision to reality, as the currently fragmented CEM market starts its convergence toward a complete solution suite.”