Cloud software Unicorn CM.com selects Diffusion

European conversational AI unicorn CM.com has appointed Diffusion as its first retained agency in the UK after a competitive pitch process, to help establish its brand in the market, drive awareness of its unique customer engagement platform, and to educate UK businesses on the opportunities offered by emerging customer engagement technologies.

Founded in Breda, The Netherlands in 1999, CM.com is a European unicorn with 1000+ employees, across over 23 offices and serving customers including Amex, Heineken, Coca-Cola and DHL across 118 countries. Its platform handles over 1.7 billion customer service messages every quarter worldwide.

Conversational commerce technology is enabling companies to expand their customer engagement offering to all the channels customers use most. Specialising in advanced cloud technology including chatbots, voicebots and messaging solutions, CM.com has grown rapidly in the UK by helping companies to leverage its platform to tackle any customer experience challenge, including acquisition, retention and technical support.

Based on original content designed to help drive lead generation, Diffusion’s thought leadership campaign will establish CM.com as credible and original data analysts and experts in customer experience.

James Matthews, UK & Ireland Country Manager at CM.com, commented: “As a key growth area for CM.com, we’re aiming to increase our media presence and brand awareness in the UK and Ireland markets. To take us where we want to be, we want to work with a pro-active, strategic and creative agency, that has understanding of the specific needs of high growth technology businesses. After speaking to various agencies it became clear that Diffusion had strong sector experience, industry knowledge and the ability to show us a clear roadmap moving forward.”

Ivana Farthing, Managing Director UK, Diffusion added: “As a long-term innovator in conversational commerce that’s been around as long as Salesforce and the Nokia 3210, CM.com has a wealth of expertise to offer the UK media and broader market. We will be launching a creative, insights-driven campaign that will flip traditional narratives around customer service on their head, showcasing CM.com’s unique offering and perspectives to cut through the noise in an already competitive industry.”