The companies Track.co and INDECX, two of the largest references in customer experience management in Brazil, announced their merger, forming the largest customer experience and Voice of the Customer (VoC) monitoring company in Latin America. A new organization serves over 1,000 corporate clients in 35 countries, developing software and solutions for NPS surveys, satisfaction, VOC strategies, and data intelligence, helping companies evolve their journeys and expand their revenues.
With the union, a robust and integrated structure is born, combining the best of both companies in tool development, methodologies, case studies, and education for the market. Both were already excelling individually in Voice of the Customer programs, acting as competitors, and now they are joining forces in a rapidly growing Customer Experience market in Brazil and Latin America.
The new company will adopt the INDECX brand, combining all the knowledge, technology, and authority of Track.co and its founders. Governance now includes Rafael Nascimento (founder of INDECX) as CEO, Caio Fernando as Chief Technology Officer (CTO), and the founders of Track.co — Tomás Duarte (CXO – Customers and Marketing), Luiz Carvalho (CPO – Product), and José Choucaira (CFO – Finance and HR) — taking on positions on the executive board.
This merger consolidates the presence of the new company in strategic sectors such as healthcare, retail, automotive, insurance, industry, utilities, and services, strengthening its position as the absolute leader in customer experience management and VOC.
With the merger, INDECX significantly expands its technological capacity, focusing on the development of solutions based on artificial intelligence, machine learning, and big data, as well as strengthening its professional services in the areas of client monitoring, market, and analytical data. The company becomes complete by providing software and also conducting research through various channels, in addition to analyses and insights.
According to Gartner, the Customer Experience market in Latin America is growing at an average of 25% per year, with enormous potential for maturity, approaching the standards of more established markets such as the United States and Europe, where billion-dollar companies are already operating.
"This union represents a historic milestone in the customer experience sector in Brazil. By joining forces, we expand our capacity for innovation and delivering value to our customers, strengthening our position as absolute leaders in the market," says Tomás Duarte, co-founder of Track.co.
"This movement allows us to expand our operations, scale our team, and offer even more comprehensive, innovative solutions with increasingly close and specialized service," adds Rafael Nascimento, CEO of INDECX.
The operation is supported by the venture capital funds Provence, Quartzo, and Green Rock, which believe in the potential of the Customer Experience market in Brazil and project accelerated growth. Internal estimates indicate the possibility of tripling or quadrupling revenue over the next four years, reinforcing the maturity, long-term vision, and scalability of the new organization.
For Marcel Malczweski, CEO and partner of Quartzo Capital, the operation aligns with the manager's mission to foster the growth of technology-based companies with high potential for scaling and value creation. "At Quartzo, we believe in the power of combining technology, data, and management to accelerate market transformation. The union between INDECX and Track.co consolidates a robust player, with leadership in Brazil and Latin America, capable of meeting the growing demand for Customer Experience solutions. Our role is precisely to support businesses that are prepared to scale sustainably, promoting innovation, efficiency, and positive impact in their markets," emphasizes the CEO.
"We believe in this union because it strengthens our thesis that the Brazilian Customer Experience market is in full expansion and maturation, which explains the increasing volume of investments in the sector in recent years," highlights Igor Brito, Partner and Managing Partner of Provence Capital, one of INDECX's investing funds.
