Sonata Software signed agreement to acquire GAPbusters Limited (GBW), the Melbourne headquartered company that has been amongst pioneers in the CX domain serving renowned brands globally for nearly thirty years.
As companies are increasingly focusing on measuring and managing customer experience to stoke their growth, CX solutions are playing a significant part in most organizations’ digital transformation initiatives. As per Fortune Business insights, “The demand for customer experience management systems is rising across various industries and its market is expected to gain significant traction owing to the recent technological advancements. According to a new study by Fortune Business Insights, the global customer experience management market is anticipated to be worth USD 23.9 Billion by 2026, as against USD 6.2 Billion in 2018, growing at a CAGR of 18.5% “
While GBW has for long been known for its Mystery shopping, Brand /Compliance Audits & Competitor benchmarking programs, over the last few years, the company has taken a platform based approach for its new solution offerings in employee survey, feedback management, voice of customer programs to widen its CX bouquet leveraging advanced AI & ML capabilities to deliver insightful & actionable recommendations for its clients with more evolved CX requirements.
Commenting on the acquisition Srikar Reddy, MD & CEO, Sonata Software said, “This acquisition is exciting for Sonata as it is a reaffirmation of our Platformation led approach to digital transformation adding a major platform led customer experience offering to our current solutions, creating substantial value to our existing & prospective clients by providing a more comprehensive digital transformation offering covering 360 degrees of the customer journey, possibly making Sonata very unique in its ability to offer such a unified experience across the customer life cycle.” Further elaborating Srikar Reddy said “In-fact, in the Retail, CPG, Service & Travel Verticals which has been one of our focus areas, given our own IP’s, we will now be able to offer a one-stop-shop with the CX solution offering to go with the IP’s & all our Clients and prospects who are constantly looking to monitor, measure, garner insights and improve their services need not go looking for proven, trustworthy & best in class CX solutions with deep industry insights as a big plus”.
