Contentsquare-Loris Acquisition: Detailed Insights

Contentsquare, a leading digital experience analytics platform, is taking a bold step forward in reshaping customer experience (CX). Known for its ability to connect the dots across digital interactions and provide visual insights, the company has long focused on spotting issues on a brand’s site before customers even report them.

Earlier this month, Contentsquare revealed its latest move to strengthen that mission: the acquisition of Loris AI, a conversational intelligence solution widely used in contact.

Expanding Beyond Traditional Analytics

Loris AI uses advanced artificial intelligence and machine learning to understand customer conversations without needing the customer to say anything directly. This acquisition marks a unique shift for Contentsquare, as it merges digital analytics with conversational intelligence.

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By doing so, the company aims to expand the scope of customer journey analytics. Instead of relying solely on siloed tools like digital analytics, customer feedback systems, or contact center intelligence Contentsquare will now deliver a more holistic understanding of customer journeys. The goal is clear: to uncover where customer experiences break down and identify proactive solutions.

A Shift in Customer Experience

Jonathan Cherki, CEO and Founder of Contentsquare, emphasized how quickly the customer experience landscape is changing.

“CX is shifting fast, and conversations are becoming an essential part of how people interact with businesses. With Loris, we’re giving our customers the capabilities they need to lead this transformation – to understand and optimize conversations, and connect them to the broader digital journey.”

This move comes at a time when conversational AI is set to dominate digital interactions. Gartner predicts that by 2028, conversational assistants will handle 70 percent of customer interactions from beginning to end. As this trend accelerates, brands that fail to capture conversational data risk having only a fragmented view of customer engagement.

Contentsquare is addressing this head-on. By layering conversational analytics over both live agent and AI-powered interactions, the company will centralize intelligence across the customer journey, enabling deeper insights and better outcomes.

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Unlocking New Business Value

Etie Hertz, CEO of Loris AI, expressed his excitement about joining forces with Contentsquare. “AI agents and effortless brand engagement are unleashing a conversation revolution,” he said. “The companies that harness this conversational intelligence will win in this new world.”

The integration of Loris AI allows Contentsquare to seamlessly connect digital interactions, AI-driven responses, and human conversations to measurable business outcomes such as higher satisfaction, improved retention, and greater customer lifetime value. Importantly, the platform’s vision extends beyond digital owners or contact center leaders. It aims to serve every customer-facing team, providing a unified solution to optimize experiences at every touchpoint.

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Industry-Wide Consolidation in CX

This acquisition also reflects a broader trend in the CX market: consolidation. Several major deals have taken shape recently, highlighting the race to deliver unified customer engagement platforms. Private equity giant Thoma Bravo acquired Verint with plans to merge it with Calabrio, while NiCE purchased Cognigy to integrate its Mpower CXone contact center suite with a top-tier conversational AI solution.

Much like these moves, Contentsquare’s acquisition of Loris AI signals a future where digital experience, contact center technology, and conversational intelligence converge. Together, these developments are setting the stage for a redefined customer experience landscape one powered by AI, data, and meaningful human connection.

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