The news: Customer experience platform Insider (no relation to our company) achieved unicorn status by tripling its valuation to $1.22 billion as part of a $121 million Series D funding round announced today. The company works with 1000+ brands, including Samsung, Santander, Ikea, and Estée Lauder to accelerate digital growth.
More on this: While the company may not be as well known as competitors such as Adobe, SAP, Selligent, and Braze, Insider's AI-powered platform purports to have the most comprehensive personalization capabilities with communications channels including WhatsApp, Facebook Messenger, RCS, and SMS. The technology unites offline and internet data on a single platform, allowing enterprise marketers to connect customer data, forecast behavior, and execute personalized customer experiences.
Zoom out: According to an October 2021 Zendesk study, 48% of more than 450 decision-makers in North America strongly agree that continuous CX innovation is needed to prevent losing customers to competitors, with an additional 41% agreeing.
The big takeaway: As more brands realize that personalized engagement is going from a nice-to-have to table stakes, CX leaders like Insider stand to substantially increase their year-over-year growth for the foreseeable future.