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London, U.K. & Fort Lauderdale, USA (October 4, 2022) — ResultsCX, a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced its strategic expansion into the U.K. and continental Europe through the acquisition of 60K, a leading Bulgarian CXM company, and the establishment of its European headquarters in London.
Rajesh Subramaniam, Global CEO of ResultsCX, said: “The U.K. and continental Europe are strategic markets for us. We have very ambitious growth plans for the region. The acquisition of 60K and opening our London headquarters are first steps to achieving them. 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.”
Siddharth Parashar, Managing Director of ResultsCX in Europe, added: “60K is the pre-eminent outsourcing business in Bulgaria, and I am delighted it has become part of ResultsCX. The broader South-East Europe region is fast emerging as an attractive near-shore location for U.K. and European companies due to its advanced technology infrastructure, well-educated and multi-lingual workforce, and highly competitive cost base.”
Jon Gladwish, CEO, and founder of 60K, said: “It has been a privilege working with my team at 60K to create a go-to outsourcing company for some of the most well-recognised brands in the world. I am pleased to now entrust 60K to Rajesh and the ResultsCX team. It’s a great moment for our people.”
Founded in 2008, 60K provides CXM services to leading U.K., European, and American clients in the media and entertainment, digital commerce and retail, travel, financial services, and insurtech industries. 60K has more than 1300 employees working from offices in Sofia and Plovdiv and work-from-home locations across the country.
Founded in 1990 and headquartered in Fort Lauderdale, Florida, ResultsCX helps its clients deliver exceptional customer experiences across multiple channels, including voice, self-service, webchat, and social media. ResultsCX’s clients are in health insurance, media, telecommunications, retail, technology, and financial services. The company has more than 20,000 employees across North America, the U.K. and Europe, India, and the Philippines. ResultsCX has won multiple awards and accolades, including being named the industry’s leading security provider and certified as a Great Place to Work in the US .
In October 2021, ResultsCX was acquired by ChrysCapital, a $5 billion private equity firm, with a successful track record of rapidly growing business and technology services companies.
The U.K. and Ireland is the largest CXM market in Europe, with $7.5 billion of annual CXM outsourcing spend, which is growing by 3 per cent, year-on-year. It accounts for a quarter of the $27.5 – 29.5 billion European market.
ResultsCX is a leading provider of transformational Customer Experience Management (CXM) solutions to 130+ global brands, including Fortune 100 and FTSE 250 companies. For 30+ years, we have been driving superior customer and business outcomes for brands across Healthcare, Media, Telecom, Fast Growth technology, Retail, Banking and Financial Services, and other industries.
Our award-winning approach helps brands prioritize investments and build digitally influenced customer journeys, creating high-value impact across three areas: Revenue Acceleration, Cost Optimization, and Enhanced Experience. Supported by 21,000+ colleagues and 25+ engagement hubs worldwide, our innovative solutions and services solve persistent customer experience challenges, making life easier for millions of consumers.
www.resultscx.com
Founded in 2008, 60K operates in the CXM business, representing brands across major industries including media and entertainment, digital commerce and retail, travel, financial services, and insurtech. It is the largest independent outsourcer in South-East Europe. 60K’s operations are based in the cities of Sofia and Plovdiv, and it has more than 1300 employees providing customer support in 23 languages. The company has earned more than 40 customer service and industry awards.
Established in 1999, the ChrysCapital group manages $5 billion across nine funds and is one of the leading investment firms based out of India. With almost 100 investments since 1999, ChrysCapital has valuable experience in investing across a breadth of sectors that leverage growth and the India cost advantage to build world class companies. The ChrysCapital group has developed a strong track record with several successful realizations, delivering over $6.4 billion from 75+ exits. The ChrysCapital group’s funds are ranked in the top decile of global private equity funds of similar vintage.
Global. Simon Barker. sbarker@barkercomms.com. +44(0)7866 314331
1. Ranked 1st in security in the BPO industry for 2021 and 2022 YTD by third-party auditors including BitSight and SecuritySecurecard. See resultscx.pdf (rackcdn.com)
2. https://www.greatplacetowork.com/certified-company/7037800#
3. Source: Nelson-Hall UK & Ireland market forecast: CX Services 2021 – 2025
4. Source: Everest: CXM in EMEA Services
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