Customer engagement M&A: trends and analysis 2024

This report is based on data from Analysys Mason’s Customer engagement M&A tracker 2024 and discusses the main trends that are driving acquisitions in the customer engagement (CE) segment worldwide.

This report provides:

• an overview of CE-related acquisitions over time for the following sub-segments
  • customer experience management
  • customer journey management
  • sales and marketing lead management
• details of the most frequent CE-related use cases for acquisitions
• an assessment of the evolving trends relating to non-AI, AI, generative AI (GenAI) and agentic AI CE-related acquisitions, along with the most common types of conversational AI-related acquisitions
• regional analysis of buyers and sellers, including the average transaction value for each acquisition.