Bill Staikos — Founder, Be Customer Led
Published:
It was organizations not just buying kind of features or rounding out platforms. I think it really was about defensibility — trusted benchmarks, vertical data, and the operational loop turning insights into real action; the Qualtrics acquisition of Press Ganey, for example, was a healthcare play where they’ve basically locked down the healthcare space.
What does Bill Staikos say on The Agile Brand with Greg Kihlström?
Bill Staikos, Founder, Be Customer Led, says: Bill Staikos discusses how recent MarTech and CX M&A has shifted from feature-led deals to data- and defensibility-driven strategies, using vertical benchmarks and proprietary data to build moats. He advises buyers to treat consolidation as a contract moment to renegotiate terms, map automation to CFO-friendly business outcomes, and be skeptical of agentic AI hype — while recognizing immediate efficiency gains in contact centers.
From: The Agile Brand with Greg Kihlström
Cite as: Bill Staikos. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/bill-staikos-it-was-organizations-not-just-buying-kind-of-features-or-rou