SKEEPERS Acquires MyFeelBack and Mediatech-CX and Launches CX Management Platform
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SKEEPERS Acquires MyFeelBack and Mediatech-CX and Launches CX Management Platform

By CIOReview | Tuesday, September 14, 2021

CX Management is a new addition to the SKEEPERS Group's product suite.

FREMONT, CA: The SKEEPERS Group, a supplier of people-centric SaaS solutions that enable organizations to create value for and from their customers, has introduced CX Management as a new component to its product suite. The cutting-edge low-code platform—a product of the merger of recently acquired multinational businesses MyFeelBack and Mediatech-CX – automates the consumer feedback process for brands, enabling data-driven decision-making.

CX Management is a plugin solution that collects quantifiable and actionable customer experience data. The platform is meant to collect customer feedback via customized online surveys strategically placed throughout the customer journey on the delivery channel that is most appropriate for the brand's target audience (website, mobile app, SMS, email, chatbots, etc.). The surveys receive a high response rate of 60%, more than double the average response rate of 33 percent for consumer survey channels. The platform's easy-to-navigate data systems provide personalized reports that help brands determine which areas they excel and need to improve.

Along with aggregating data from a brand's digital sites, CX Management enables firms to collect post-purchase consumer feedback in-store. When customers utilize loyalty cards, tailored coupons, or receive an email receipt, for example. The omnichannel strategy enables organizations to manage the entire consumer experience — both offline and online.

“This solution addresses the most burning questions brands and marketers have such as why are customers abandoning their cart or why did a potential customer leave the site in under a minute,” says Pascal Lannoo, CMO at SKEEPERS. “CX Management will bridge the gap between a brand’s perceived notion of a customer’s experience versus the reality, which can be boiled down to one question: how loyal are your customers to your brand? Thanks to its Net Promotion Score function, the answer to the question can be quantified.”

CX Management works seamlessly with an organization's existing marketing technology ecosystems, such as Content Square, Salesforce, and HubSpot. Businesses such as Nespresso, L'Oreal, Clarins, MetLife, BRP, and Hilti are among the platform’s early users, striving to improve their online and offline consumer experiences.

“We were looking for customer insight on specific products to help us from a product development perspective. Thanks to the CX Management platform, we received valuable customer feedback that helped us identify areas of improvement on the product selection through post-purchase surveys. Having this feedback allows us to pivot our efforts in real time to continue to grow our customer base and satisfaction in an impactful way,” says Anna Kaster, International CRM Director, Clarins.

The launch of CX Management follows the company's recent entrance into the US market and debut of its solution TEESTER, strengthening SKEEPERS' broader objective of developing products that deepen the relationship between brands and their consumers.