A consortium of investors has acquired the social customer engagement business of CX Company to form a new company called The WebCare Company. The WebCare Company will focus solely on providing social customer engagement services as social media becomes the dominant customer service and sales channel. The WebCare Company will continue to combine technology with operational expertise to create effective social customer operations. It will invest in new capabilities and expand its outsourcing operations internationally to meet the growing demand from organizations for managing social media customer interactions at scale. The WebCare Company and CX Company will continue to collaborate to support shared clients while operating in complementary market areas.

1. The WebCare Company purchase press release
Wednesday, 12 October 2016
The WebCare Company Reforms to Focus on Social Media as 21st
Century’s Dominant Customer Service and Sales Channel
A consortium of investors has acquired the social customer engagement business of CX Company. The
acquisition, which includes the company’s Amsterdam-based Digital Customer Engagement Centre, creates a
new company that’s 100% focused on providing social customer engagement services to national and
international clients, as social media strengthens its position as the No.1 channel of choice for the millennium
generation.
The consortium is led by Tobias Walraven and Ludo Raedts, who will head up a management team that remains
otherwise unchanged, except for the appointment of a new Finance Manager, Jeroen Rondeel. Walraven, who
was a non-executive director of CX Company from 2008 to 2015, becomes Managing Director. He is the former
entrepreneurial owner of SNT, which became the Netherlands’largest customer management outsourcing
business. Raedts, who led CX Company’s social customer engagement business for several years, becomes
Business Development Director.
The new business will operate as The WebCare Company, a brand that is familiar to many because it is the name
of the social engagement consultancy co-founded by Ludo Raedts in 2010, which merged with SelfService
Company in 2012 to create CX Company. “We have come a long way in the last four years, adding social
customer engagement outsourcing plus insight and analysis services to our original operational consultancy
offer,”says Ludo Raedts. “Reformed and with a re-stated focus on social media, we will invest to extend that
portfolio even further and to expand internationally.”
The WebCare Company will continue to combine technology with operational expertise and social customer
journey design to create highly effective social customer operations, either within clients’own organisations or
outsourced to itself. Tobias Walraven says the company will invest to develop‘Discovery Lab’capabilities within
its Amsterdam Engagement Centre where it will design and test new social service and sales approaches for its
clients. At the same time it will establish new outsourcing operations in local and near shore locations to deliver
those services at scale. “76% of organisations now use social media for customer service and sales – up from
just 52% in 2015,”says Tobias. “Social media is now a mainstream customer channel and organisations need
outsourcing operations that can manage interactions cost effectively and at scale. The WebCare Company, with
its long track record, experience with large international clients and seasoned entrepreneurial leadership is the
company to provide them.”
The WebCare Company and CX Company will continue to collaborate to support shared clients. Jaap van Gent,
Chief Commercial Officer and cofounder of CX Company, will become a non-executive director of The WebCare
Company, in which CX Company retains a 10% share. “We operate in highly complementary market areas and
will continue to collaborate,”says Tobias Walraven. “By separating we have created two highly focused business-
es with appropriate expertise and business models to realise their full potential.” CX Company itself will use the
funds raised by the sale to accelerate its bid for leadership in Europe’s fast-growing digital customer engage-
ment market and to underpin the roadmap for its DigitalCX digital customer engagement platform, which
automates service, sales, notification and coaching services over online channels.
For further information:
+31 88 34 50 300
Joan Muyskenweg 22
1096 CJ Amsterdam
The Netherlands