PRESS RELEASE: A consortium of investors has acquired the social customer engagement business of CX Company. The acquisition, which includes the company’s Amsterdam-based Digital Customer Engagement Centre, creates a new company that’s 100% focused on providing social customer engagement services to national and international clients, as social media strengthens its position as the No.1 channel of choice for the millennium generation.
The consortium is led by Tobias Walraven and Ludo Raedts. Walraven, who was a non-executive director of CX Company from 2008 to 2015, becomes Managing Director. He is the former entrepreneurial owner of SNT, which became the Netherlands’ largest customer management outsourcing business. Raedts, who led CX Company’s social customer engagement business for several years, becomes Business Development Director.
The new business will operate as The Webcare Company, a brand that is familiar to many because it is the name of the social engagement consultancy co-founded by Ludo Raedts in 2010, which merged with SelfService Company in 2012 to create CX Company. “We have come a long way in the last four years, adding social customer engagement outsourcing plus insight and analysis services to our original operational consultancy offer,” says Ludo Raedts. “Reformed and with a re-stated focus on social media, we will invest to extend that portfolio even further and to expand internationally.”
The Webcare Company will continue to combine technology with operational expertise and social customer journey design to create highly effective social customer operations, either within clients’ own organisations or outsourced to itself. Tobias Walraven says the company will invest to develop ‘Discovery Lab’ capabilities within its Amsterdam Engagement Centre where it will design and test new social service and sales approaches for its clients. At the same time it will establish new outsourcing operations in local and near shore locations to deliver those services at scale. “76% of organisations now use social media for customer service and sales – up from just 52% in 2015,” says Tobias. “Social media is now a mainstream customer channel and organisations need outsourcing operations that can manage interactions cost effectively and at scale. The Webcare Company, with its long track record, experience with large international clients and seasoned entrepreneurial leadership is the company to provide them.”
The WebCare Company and CX Company will continue to collaborate to support shared clients. Jaap van Gent, Chief Commercial Officer and cofounder of CX Company, will become a non-executive director of The WebCare Company, in which CX Company retains a 10% share. “We operate in highly complementary market areas and will continue to collaborate,” says Tobias Walraven.