Qualtrics Completes Acquisition of Clarabridge, Taking Experience Management to an Entirely New Level

By: Mark Bishof, CEO

October 1, 2021

Company News

Mark BishofUPDATE, October 1, 2021: Qualtrics has completed the acquisition of Clarabridge, bringing the industry leader in omnichannel conversational analytics to the world’s #1 experience management platform. We are grateful to our customers for being part of this journey and excited to be joining the Qualtrics team! Read more about what’s next.

July 29, 2021: As you may have heard earlier today, Qualtrics announced an agreement to acquire Clarabridge. If you have not seen the press release already, it can be viewed here.

Clarabridge was founded in 2006 with the mission of helping organizations take a data-driven, customer centric approach to decision making, providing insights that enable the world’s leading brands to make money, save money, and reduce risk by listening to the voice of their customers across all channels. Over the past 15 years, we’ve continued to invest in our personnel and products to create the industry’s leading Customer Experience Management (CEM) platform, recognized multiple times by Forrester as having the best current product offering. We’ve been growing approximately 25% over the last 12 months and had a record sales year in 2020.

First and foremost, we want to thank our valued employees, customers and partners. Your contribution to continuous product and service improvement over the years have helped bring us to this momentous point. We wouldn’t be here today without you! So, why the acquisition and, more importantly, what does it mean for you?

Why the Acquisition?

The combination of Clarabridge and Qualtrics is truly game-changing. The experiences companies deliver have never been more critical to their success…and experience data—what customers and employees are thinking and feeling about a company—is becoming the most valuable data in an organization. The ability to capture, analyze and act on this data has never been more important. That’s why we’re so excited about today’s announcement.

We made this decision because we believe we can move faster and with more impact by leveraging Qualtrics’ global scale and resources in a way that we would be unable to do on our own or with any other partner, bringing customer experience and contact center analytics, conversational intelligence, and digital engagement solutions to a broader audience.

Company Synergy

Qualtrics and Clarabridge have a longstanding relationship and connected systems that allow us to deliver value to customers immediately. Approximately 40% of our customers are also Qualtrics customers. But for those of you who are NOT Qualtrics customers, we don’t want you to worry. Qualtrics and Clarabridge are culturally aligned in our values, with a relentless focus on customer success, innovation, and winning as a team.

We are committed to platform openness, connectivity, and customer configurability. We have plenty of customers today who are using a wide variety of survey partners to ask for feedback from customers and that will not change. Our agnostic approach to collecting and aggregating customer feedback has been – and will continue to be – a core strength of ours. We will continue to support integration and use of our solutions across a wide range of survey platforms, voice, chat, email, CRM, and social sources. We will continue to support digital customer care through Engage.

Business as Usual

Whether you are a CX Analytics customer or an Engage customer, you will notice little impact. Our executive management team will remain the same. Your Clarabridge account executive and customer service teams will remain the same. Our office location and contact channels will remain the same. We will continue to innovate our products and services as we always have.

Longer term, we’re looking forward to leveraging the scale and resources of Qualtrics to accelerate innovation, global reach, and continue to provide the best experience management platform in the world.

Thank you for being part of this incredible journey with us. We look forward to the future and our ongoing partnership. If you have any questions, please contact your account executive.

Thank you,

Mark Bishof
Chief Business Officer, XM and CEO of Clarabridge, Qualtrics