IFS has announced its acquisition of Customerville. Customerville is an award-winning feedback platform that elevates feedback and listening across the entire customer journey, blending technology, design, and behavioural science to emulate how people naturally share and respond to feedback.
The acquisition creates a uniquely strong proposition for IFS. IFS enables customers to orchestrate their customers, people and assets to deliver outstanding moments of service. In order to ensure these moments of service are indeed outstanding and critically, meeting customer expectations feedback is essential. By embedding the ability to gather the voice of the customer at the moment of service, IFS will enable companies to perfect these moments of service.
The acquisition further cements IFS’s commitment to deliver the capabilities organizations need as they shift their business models away from selling products alone. As companies increasingly focus on design and innovation for service, they are asking for capabilities that helps them understand their customers and their needs better and maintain a dialogue over time. With the acquisition of Customerville, IFS is responding directly to this need.
Darren Roos, IFS CEO, commented: “Customerville is highly differentiated in its field because it is Design-Driven, unlike competitors that offer surveys in static and flat formats, Customerville transforms customer surveys into rich, interactive experiences elevating customer response rates by between 400% and 600%. Successful VoC programs are proven to increase revenue, reduce costs and create a customer centric culture”. Roos continued “Providing this capability to every IFS customer as part of IFS Cloud means empowering them to not only deliver products or services based on customer insights but to do so at the early design stage which creates significant business value.”