IFS acquires Customerville

IFS has announced it has acquired customer experience platform Customerville, to help IFS customers increase engagement with their own customers, improve revenue and profitability and drive product, service and outcome innovation.

Customerville is a design-driven feedback™ technology provider that elevates feedback and listening across the customer journey, blending technology, design and behavioural science to emulate how people naturally share and respond to feedback.

The acquisition further cements IFS’s commitment to deliver the capabilities organisations need as they shift their business models away from selling products alone. IFS has a long-established relationship with Customerville, with the tool embedded in its own voice of the customer (VoC) programme.

Terms of the deal were not disclosed.

Darren Roos, IFS CEO said: “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.

“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.”

Max Israel, Customerville CEO said: “Our goal at Customerville is to show companies they can own the narrative and go beyond emailing dry reports; this is a fundamental shift for companies looking to deepen their understanding of the customer journey and make smarter decisions. With IFS we saw a meeting of minds in the desire to create a mechanism that would enable businesses to embed surveys into their own customers’ journeys.

“IFS is committed to enabling customers to deliver amazing moments of service and we love the team’s passion for creating great experiences. Customerville fits right into that mindset and is a natural extension of IFS’s proposition and we look really forward to our joint successes.”