#Software

Unified Customer Experience (UCX)

Unified Customer Experience (UCX) describes the ecosystem of software and technology vendors that enable companies to maximize the value of customer relationships and provide harmonious experiences at every point of interaction. UCX strives to centralize all customer data, interactions and feedback, creating a single base of knowledge from which context-aware support and continuous value-capture are delivered.

We welcome CEOs of companies and intermediaries working in this space to contact Collin McKernan to discuss relevant opportunities for investment.

A great product alone is not enough to retain clients in today’s ultra-competitive marketplace, especially when your competitors offer more finely tuned customer experiences. Companies that deliver ongoing value and positive experiences at every stage of the client lifecycle are more likely to retain and upsell their clients… and that, in turn, can have a massive impact on company growth.

Sarah Doughty, Director of Customer Success at LLR Partners

Demand for UCX solutions is accelerating across functions

$931M
1
projected spend on Customer Success solutions in 2023
$19.8B
1
expected size of the Contact/Customer Engagement Center market in 2023
$13.2B
3
projected size of the market for Customer Support solutions in 2022

What's Driving Growth in the UCX Ecosystem

Net Retention Correlation with Enterprise Value

UCX companies strive to give companies the best opportunity to renew and upsell their customers by delivering consistently personalized and helpful interactions.

Mission-Criticality and Insusceptibility to Market Cycles

Delivering customer delight and maximizing renewals are equally mission critical. Companies cannot rely on good products alone. UCX is equally, if not more, important in distressed markets as companies look inward for revenue growth and stability.

Recent Growth and Role-Expansion of Customer Success Teams

Customer success teams are growing in size and influence, and CSM roles are shifting from churn mitigation to revenue growth. CSMs possess a unique combination of product knowledge, domain expertise and intimate knowledge of customer needs/objectives.

New Technologies Enabling a Shift to Proactive Experience Creation

Passive and active data collection is enabling a from reactive—customer churns, conduct post-mortem—to proactive—data signals possibility for churn, intervene and triage.

Opportunity for Consolidation and Integration

Gardens of rich customer data are mostly siloed today and there is an opportunity unify them through integrations and consolidation. The winner of the UCX category will be an integration-rich platform.

LLR’s Focus Areas for Investment in UCX:

Customer Success

  • Solutions that help customer success teams manage and optimize their interactions with customers.
  • Core features include customer health scoring, renewal tracking, best practice playbooks and centrally recording notes form interactions and feedback.
  • Goal is to help teams move from offensive to defensive in managing overall customer satisfaction and retention.

Customer Support

  • Solutions that enable customer support teams to deliver fast and high-quality answers to customer inquiries.
  • Includes features such as ticket tracking, omnichannel messaging, help center documentation and conversational AI.
  • Goal is to provide high quality, timely service via all communication channels, empower customers to help themselves and boost agent efficiency.

Contact Center

  • Solutions that enable great experiences for both customers and agents at high volume contact centers—internal or outsourced.
  • Features include workforce optimization, quality management, interactive voice response and virtual agent / self-service technologies.
  • Goal of these solutions is to maximize agent productivity while delivering quality support to customers.

Investment Criteria

  • Flexible capital provider (majority or minority ownership)
  • Ability to invest $40 – $150M of equity
Select Investment Experience

LLR invests in the sectors where our investment experience indicates there are attractive business models and market trends supporting strong growth potential. Here are some of our related investments.

See You There?

October 11, 2023
Customer Contact Week
Learn More

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Meet the LLR Team

Michael Pantilione

Michael Pantilione
Collin McKernan

Collin McKernan
Jack Warren

Jack Warren
Sarah Doughty

Sarah Doughty
Catherine Fitzpatrick

Catherine Fitzpatrick

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References

  1. Poulter, Julian, et. al. “Forecast Analysis: CRM Customer Service and Support Software, Worldwide,” Gartner Research, 2021, https://www.gartner.com/en/documents/3995987
  2. “Investor Day Presentation.” ZenDesk, 2019, https://static.seekingalpha.com/uploads/sa_presentations/898/42898/original.pdf
Disclaimer:

The information presented herein is intended for an audience of potential LLR portfolio companies and the intermediaries supporting their capital raise processes. Named LLR investments presented herein do not reflect a complete list of LLR investments and are provided for informational purposes only. Certain statements about LLR made by portfolio company executives and other quoted parties herein are intended to illustrate the work of LLR’s Value Creation Team with such portfolio companies or reflect the individual’s perspective on the featured industry sector. Such portfolio companies are controlled by investment vehicles managed by LLR. Quoted parties were not compensated in connection with their participation, although they generally receive compensation and investment opportunities in connection with their portfolio company or Senior Operating Advisor roles, and in certain cases are also owners of portfolio company securities and/or investors in LLR-sponsored vehicles. Such compensation and investments subject participants to potential conflicts of interest in making the statements herein.