US ResultsCX enters Europe with deal for Bulgaria’s 60K

US-based customer experience services company ResultsCX said it is widening its operations into Europe by acquiring 60K, a Bulgarian customer experience management (CXM) business, and setting up a European base in London.

Set up in 2008 by CEO Jon Gladwish to seek alternatives to traditional business process and contact centre outsourcing, 60K provides CXM services to UK, European and US clients active in the media and entertainment, e-commerce and retail, travel, financial services and insurtech sectors. Its clients have included budget airline Wizz Air, US-based Zumba Fitness and UK clothing and homeware retailer Matalan. With offices in Sofia and Plovdiv, 60K employs over 1,300 staff, with about 80% teleworking from various parts of the country.

The deal is a strategic stepping stone for ResultsCX, which hints at ambitious plans for expansion across the UK and continental Europe.

“As companies seek to improve their customer experience, increase revenue and lower costs, especially during these highly inflationary and uncertain economic times, this acquisition will help us better meet their needs,” ResultsCX global CEO Rajesh Subramaniam said.

The company views the broader Southeast Europe (SEE) region as a significant facilitator to expansion, in terms of its proximity and increasing attractiveness for companies from the UK and wider Europe given SEE’s advanced technology infrastructure, well-educated and multi-lingual workforce and highly competitive cost base.

Headquartered in Fort Lauderdale, Florida, ResultsCX was founded in 1990 and has a workforce of over 20,000 across North America, the UK and Europe, India and the Philippines. It provides CX services across voice, self-service, webchat and social media channels, among others. Its client portfolio spans industries such as health insurance, media, telecommunications, retail, technology and financial services.

In October 2021, ResultsCX was acquired by India-based private equity firm ChrysCapital which has some $5 billion (5.06 billion euro) of assets under management.

($ = 1.01336 euro)

Source: GWFM News