Customer engagement M&A: trends and analysis 2024
13 June 2025 | Research
Tracker report | PTX and PDF (6 slides) | Customer Engagement
"The push to integrate AI into post-sales customer care services has been the dominant force behind customer engagement acquisition activity since 2020."
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.
Author
Patrick Serberis
Research AnalystRelated items
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