The evolution of customer engagement acquisitions reflects AI’s growing role across the customer lifecycle
"91% of customer engagement acquisitions since 2023 have included AI capabilities, up from 67% between 2020 and 2023."
Acquisitions provide valuable insights into the direction of any given industry; they illustrate the technologies, capabilities and expertise that vendors are prioritising to meet evolving customer demands and remain competitive. The customer engagement market is no exception. In particular, recent advances in AI have shaped customer engagement vendors’ acquisition strategies and objectives by redefining how vendors approach personalisation, automation and interaction across digital channels.
This article discusses the major trends in AI-related acquisitions in the customer engagement segment since 2020, split by sub-segment.
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