Accenture, traded as ACN on NYSE, is set to acquire GemSeek, a major player in customer experience analytics. GemSeek helps global businesses understand customer behavior through insights, analytics, and AI predictive models. The deal’s specifics weren’t disclosed, and its completion awaits customary closing conditions.
The move reflects Accenture’s ongoing investment in data and AI capabilities to assist clients in business growth and staying relevant to their customers.
Established in 2011, GemSeek specializes in advanced analytics and customer experience program management, with its own tech solutions. It caters to various sectors like telecom, healthcare, consumer goods, and finance, helping them optimize customer experience programs, nurture customer relationships, and boost revenues and efficiencies.
According to research, 78% of business leaders feel that people’s changes outpace their business adaptations, with over half of global consumers desiring quicker responses from companies to their evolving needs. Understanding these expectations is crucial to bridge the relevance gap. The global customer experience analytics market is projected to soar from $9.5 billion in 2022 to $37 billion in 2032. Accenture Song and GemSeek are both keen on aiding clients in leveraging these opportunities by comprehending the customer’s viewpoint and making data-driven decisions.
“The rapid pace of change the world is facing is felt by customers and businesses alike,” said Max Morielli, president for Europe, the Middle East and Africa, for Accenture Song. “Within GemSeek we found a team of like-minded thinkers, aligned with our purpose to provide clients with means to understand their customers’ needs better, and define new ways of engagement that will drive growth during these times of change.”
“We are thrilled at the opportunity to join Accenture and offer innovative and award-winning solutions to clients seeking to prioritise the customer agenda,” said Petko Tinchev, CEO, GemSeek. “Our extensive background in customer experience analytics complements Accenture’s deep expertise in data and AI. We are confident that our combined passion will empower us to deliver a truly integrated customer perspective and cutting-edge solutions, driving greater value for enterprises globally.”
Based in Sofia, Bulgaria, GemSeek employs over 170 individuals in Bulgaria and the UK. They’ll now join Accenture Song, strengthening its presence and expanding services across Europe, the Middle East, and Africa. GemSeek’s team will kickstart Accenture Song’s operations in Bulgaria, joining the existing crew of 1,100+ from Accenture’s Advanced Technology and Intelligent Operations Centers.
GemSeek is the latest addition to Accenture Song’s string of acquisitions aimed at enriching customer offerings, which include Work & Co, Rabbit’s Tale, ConcentricLife, Fiftyfive5, and The Stable. This aligns with Accenture’s global strategy to invest $3 billion in AI to help businesses reinvent their operations.
