CM.com, the global provider of cloud-based Conversational Commerce solutions, is making moves to scale its operations in the UK to lead innovation in customer experience.

Headquartered in the Netherlands, CM.com services some of the world’s leading consumer brands such as Takeaway.com and Accor Hotels. As one of Europe’s fastest-growing Mobile Communication providers, its suite of products and solutions automate and personalise customer interactions on mobile devices, helping brands leverage SMS, Voice, conversational channels (such as WhatsApp) and chatbots.

Jeroen van Glabbeek, CEO at CM.com, said: “In recent years, the UK has emerged as an important market for us and we’re delighted to be accelerating our ambitious growth plans to capitalise on the opportunities we see ahead of us. Recently, we have attracted considerable UK talent to join the business, and we’re continuing to expand the team to support our strategic growth plans.

“This has been a crucial year for the business, evolving our offering to deliver a complete solution for brands to manage customer interactions via mobile – a trend that we’re seeing real appetite for in the UK market. We truly believe that technology exists to enhance people’s lives and we want to contribute to furthering technologies that benefit society as a whole.”

CM.com is the first CPaaS (Communications Platform as a Service) provider in the world with integrated Payments functionality, empowering customers to communicate, interact and make payments with businesses worldwide.

James Matthews, who joined CM.com earlier this year as the Country Manager for UK & Ireland, said: “Conversations have always been a big part of commerce, but what we are finding now is that customer preferences for where those conversations occur are changing fast. Whether conversations are human-to-human or utilising self-service chatbots, we want to ensure the customer has a great user experience. The businesses of tomorrow, must make sure that they have a scalable, future-proofed approach to ensure they are able to serve their customers at a time and place of their choosing.”

The term conversational commerce was first coined by Uber’s Chris Messina in 2016, with 85% of engagement with businesses now conducted without human interaction. Just 4% of businesses have deployed conversational commerce, yet analyst house Gartner expects this to rise to 25% by the end of 2020.

Matthews added: “Despite the huge impact of Covid-19 on sectors such as travel, leisure and retail, we have seen an acceleration of digital transformation which offers exciting opportunities for the future of customer-centric solutions such as mobile ticketing and digital payments.”

Capitalising on international growth, CM.com, which serves customers across the world, has made three acquisitions in 2020. Most recently, it acquired customer contact software provider RobinHQ.com. This follows cloud-based digital conversation platform, CX Company, and international ticketing company, Global Ticket. Sports fans may recognise CM.com for its high-profile sponsorship of the Formula 1 Heineken Dutch Grand Prix at CM.com Circuit Zandvoort, where it also offers smart mobile communication and payment services to deliver the ultimate fan experience.

About CM.com

CM.com (AMS: CMCOM) is a global leader in cloud software for conversational commerce that enables businesses to deliver a superior customer experience. Our communications and payments platform empowers marketing, sales and customer support to automate engagement with customers across multiple mobile channels, blended with seamless payment capabilities that drive sales, gain customers and increase customer happiness.

For more information visit www.cm.com