Macquarie Capital expands software advisory coverage to Customer Interaction Management, names Christopher Hieb Managing Director

• Mr. Hieb will focus on providing clients with advisory services and access to capital, and delivering principal investment opportunities across the Customer Interaction Management (CIM) and advanced analytics software landscape
• Appointment is an expansion of the Software and Services group and follows Macquarie Capital’s recent high-profile hires in Consumer and Retail advisory

Macquarie Capital, the corporate advisory, capital markets and principal investing arm of Macquarie Group, today announced that it has appointed Christopher Hieb Managing Director, Customer Interaction Management (CIM), expanding the firm’s coverage in the Software and Services group.

CIM encompasses four software sectors, including contact center infrastructure, customer relationship management (CRM), workforce engagement management (WEM) and customer experience (CX), leveraging artificial intelligence to drive customer satisfaction. In his new role, Mr. Hieb will provide advisory and capital-raising services to corporates, founder-led companies and sponsors focused on investing in CIM companies. He will also bring Macquarie Capital’s principal investing capability, including both equity and debt, to clients in associated sectors.

Mr. Hieb brings more than 20 years of advisory, principal investing, consulting, project management and operational experience with high technology companies. He has written extensively on the confluence of CIM technologies and maintains an investment thesis on the sector as it evolves with new market entrants and vertical software crossovers. He joins Macquarie Capital from DC Advisory, where he was a Managing Director advising clients on domestic and cross-border transactions focused on advanced analytics, CIM and artificial intelligence. Prior to DC Advisory, he held senior roles at Signal Hill, KeyBanc/Pacific Crest Securities, Oppenheimer & Co., WR Hambrecht + Co. and SoundView Technology Group.

"Corporates across multiple industries now view data-driven analytics, artificial intelligence, enhanced digital experiences and other technologies as essential for facilitating client engagement, enhancing product development and driving revenue,” said Sam Shah, Co-Head of Macquarie Capital in the Americas and Global Head of Software and Services. “Chris’ in-depth customer interaction and artificial intelligence software knowledge, expertise and relationships will be instrumental in supporting clients in this fast-moving sector.”

“Macquarie Capital is a well-established player in the software sector, providing not only M&A services, but also principal equity and a range of private credit options – a critical array of solutions for clients in the CIM and broader digital transformation sector,” said Mr. Hieb. “I am excited to be joining Macquarie Capital’s Software and Services team to build out our global coverage in this evolving space.”

In addition to CIM, Macquarie Capital’s software and services coverage also spans the government services, supply chain management, manufacturing, education, human capital management, healthcare, fintech and other software sectors.

Recent Macquarie Capital transactions in AI include Sapia.ai, D-ID and Hyro.

Mr. Hieb’s appointment adds to Macquarie Capital’s extended capabilities and offerings across sectors. Other recent hires include Senior Advisor – Consumer and Retail Joseph Gatto, Head of US Consumer and Retail Morgan LeConey, Co-Heads of US Healthcare Eric Jacobs and Vince Lambert and Managing Director Greg Ager, who covers supply chain management, manufacturing and enterprise resource planning software solutions.