InMoment

InMoment operates as a cloud-based customer experience (CX) optimization company, providing enterprises with a platform to gather, analyze, and act on customer and employee feedback. The company was originally established as Mindshare Technologies in 2002 by co-founders John Sperry, Kurt Williams, and Richard D. Hanks, who started the venture with an initial investment of $40,000. Initially, the firm focused on delivering customer insights and surveys primarily for Quick-Serve Restaurant (QSR) chains.

John Sperry, the entrepreneurial force behind the company, previously served as a senior vice president at SunGard, a major financial services technology company. His expertise lies in applying technology to solve business problems. Kurt Williams, who served as Chief Technology Officer and Chief Product Officer, had prior experience as a director of software design and internet technology, bringing a strong technical foundation to the company. In 2013, a significant milestone was the acquisition of Empathica, a social customer experience technology company, which led to the rebranding of the company to InMoment. This strategic move doubled the company's size. Following his tenure at InMoment, Sperry, along with Williams, went on to found Halosight, an AI-driven analytics company.

The company's business model centers on its Experience Improvement (XI) Platform, a subscription-based Software-as-a-Service (SaaS) offering. This platform is designed to collect and synthesize a wide array of data—from surveys and online reviews to voice, text, and video feedback—to provide actionable intelligence. InMoment serves a diverse client base across industries such as retail, financial services, healthcare, automotive, and hospitality. Revenue is generated through subscriptions to its platform, which is available in various packages.

The XI Platform provides a comprehensive suite of solutions, including Customer Experience (CX), Employee Experience (EX), Market Experience (MX), and Product Experience (PX) Clouds. It utilizes artificial intelligence, natural language processing (NLP), and machine learning to analyze both structured and unstructured data. Key features include omnichannel feedback collection, conversational intelligence for contact centers, reputation management to monitor and respond to social reviews, and market research tools. The platform's analytics capabilities provide clients with customer journey mapping, sentiment analysis, predictive analytics, and ROI reporting. A series of strategic acquisitions have consistently expanded InMoment's capabilities. These include the acquisition of Lexalytics in 2021 for advanced text analytics, and ReviewTrackers in 2022 to enhance its customer review and reputation management offerings. In 2020, InMoment merged with MaritzCX, a deal backed by private equity firm Madison Dearborn Partners, which significantly increased its market share, particularly in Europe.

Keywords: customer experience management, CX platform, experience improvement, voice of the customer, VoC, employee experience, EX, market experience, text analytics, natural language processing, feedback analysis, customer insights, reputation management, journey mapping, sentiment analysis, predictive analytics, SaaS, enterprise software, customer feedback management, John Sperry, Kurt Williams