{"id":73180,"date":"2025-08-26T15:23:58","date_gmt":"2025-08-26T14:23:58","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=73180"},"modified":"2025-10-19T08:44:06","modified_gmt":"2025-10-19T07:44:06","slug":"the-contentsquare-loris-acquisition-a-closer-look","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/uncategorized\/the-contentsquare-loris-acquisition-a-closer-look\/","title":{"rendered":"The Contentsquare-Loris Acquisition: A Closer Look"},"content":{"rendered":"<p><span data-contrast=\"auto\">Contentsquare is an analytics platform that connects the dots across the digital experience and generates visual insights.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">If there\u2019s an issue on a brand\u2019s site, it aims to flag it before customers report the problem. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Earlier this month, Contentsquare shared its intention to expand its platform by snapping up Loris AI, a conversational intelligence solution deployed in contact centers.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The solution comprises AI and machine learning models that analyze what customers are saying, without asking them directly.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">By bringing Loris into the fold, Contentsquare takes a unique step in merging digital analytics with conversational intelligence.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">That helps expand the scope of customer journey analytics beyond isolated digital analytics, customer feedback management, and contact center intelligence tools.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">By doing so, Contentsquare hopes to enable a deeper understanding of where customer journeys break and possible solutions.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">As<\/span><b><span data-contrast=\"auto\"> Jonathan Cherki, CEO and Founder of Contentsquare<\/span><\/b><span data-contrast=\"auto\">, explained:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">CX is shifting fast, and conversations are becoming an essential part of how people interact with businesses. With Loris, we\u2019re giving our customers the capabilities they need to lead this transformation \u2013 to understand and optimize conversations, and connect them to the broader digital journey.<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">Alongside this deeper understanding of where customer journeys break, Contentsquare is helping businesses prepare for a future where AI becomes evermore present across digital channels.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">That AI includes third-party conversational assistants, channels Gartner predicts will handle 70 percent of customer interactions, from start to finish, by 2028.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">As more interactions shift to these digital assistants, brands need to capture that conversational data and pool it. If not, they\u2019ll only secure a partial view of how customers engage and where those AI-led interactions broke.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">By wrapping conversational analytics around live and AI agent conversations, Contentsquare can centralize that intelligence with broader journey context and derive new insights.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Etie Hertz, CEO of Loris AI<\/span><\/b><span data-contrast=\"auto\">, shared his enthusiasm for joining Contentsquare\u2019s mission. &#8220;AI agents and effortless brand engagement are unleashing a conversation revolution,&#8221; he said. &#8220;The companies that harness this conversational intelligence will win in this new world.<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">Combining Loris and Contentsquare connects digital interactions, AI responses, and customer conversations seamlessly with real business outcomes like satisfaction, retention, and lifetime value.<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">The combination also elevates Contentsquare\u2019s vision to become a platform all customer-facing teams can plug into, not just a digital owner or contact center leader.\u00a0 <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Zeus Kerravala, Principal Analyst at ZK Research<\/span><\/b><span data-contrast=\"auto\">, applauds this approach.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">&#8220;I really appreciate organizations that think about CX holistically, the entire customer journey,&#8221; he said. &#8220;Traditionally, the contact center has been viewed as a cost center rather than a profit driver, since most customers only end up there when something goes wrong. Before that, they\u2019re interacting on the website or in a store.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">That\u2019s why platforms like ContentSquare are so valuable: they provide a complete view of the customer lifecycle.<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">&#8220;This acquisition of Loris signals a deeper focus on AI and analytics to capture and understand those interactions more comprehensively,&#8221; he summarized. &#8220;I\u2019m excited to see how they build on this.&#8221;<\/span><\/p>\n<p><span data-contrast=\"auto\">However, Contentsquare is far from the only big brand to make an exciting, recent acquisition in the customer experience space.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Most recently, private equity firm <\/span><a href=\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/verint-close-to-2bn-takeover-by-thoma-bravo-reports\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Thoma Bravo snapped up Verint<\/span><\/a><span data-contrast=\"auto\">, planning to merge the vendor with its workforce engagement management (WEM) rival Calabrio.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Meanwhile, <\/span><a href=\"https:\/\/www.cxtoday.com\/contact-center\/nice-to-acquire-cognigy-wants-to-set-a-new-standard-for-ai-in-customer-experience\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">NiCE rolled up Cognigy<\/span><\/a><span data-contrast=\"auto\"> to converge its Mpower CXone contact center platform with a leading conversational AI solution.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Much like Contentsquare\u2019s acquisition of Loris AI, these moves highlight a consolidation trend that may just reshape the customer experience landscape.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Contentsquare is an analytics platform that connects the dots across the digital experience and generates visual insights.\u00a0 If there\u2019s an issue on a brand\u2019s site, it aims to flag it before customers report the problem. \u00a0 Earlier this month, Contentsquare shared its intention to expand its platform by snapping up Loris AI, a conversational intelligence [&hellip;]<\/p>\n","protected":false},"author":9889,"featured_media":73182,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[1],"class_list":["post-73180","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-agentic-ai","tag-ai-agent","tag-ai-agents","tag-artificial-intelligence","tag-business-intelligence","tag-mergers-and-acquisitions","tag-voice-of-the-customer","tag-wem","tag-workforce-engagement-management","brands_to_track-contentsquare","brands_to_track-loris","editorial_type-feature","intent-evaluation","target_audience-industry-professional"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Contentsquare-Loris Acquisition: A Closer Look - CX Today Contentsquare Loris Acquisition: Expanding Customer Journey Analytics with Conversational Intelligence<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Agentic AI, AI Agent, AI Agents, Artificial Intelligence, Business Intelligence, Mergers and Acquisitions, Voice of the Customer, WEM, Workforce Engagement Management and more. 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