InMoment

Name: InMoment
Brand: InMoment
SKU: 6818e3e1ae9105b4679251a1

Overview of InMoment Software Company

InMoment is a leading American multinational software company specializing in customer experience (CX) management and experience improvement (XI) solutions. Headquartered in Salt Lake City, Utah, InMoment provides cloud-based platforms that collect, analyze, and act on customer and employee feedback from a variety of sources, including surveys, reviews, social media, and unstructured data such as call transcripts and chat logs. The company serves clients globally across industries such as retail, hospitality, finance, healthcare, and more.

Founding and Growth

Founded: 2002, originally as Mindshare Technologies by John Sperry, Kurt Williams, and Richard D. Hanks, with an initial investment of $40.
Early Focus: Initially provided customer insights and surveys for Quick-Serve Restaurant (QSR) chains.
Growth: By 2011, the company had 85 employees and $18 million in annual revenue. The acquisition of Empathica in 2013 doubled its size and prompted the rebranding to InMoment.
Leadership: John Lewis is the current Chairman and CEO, succeeding Andrew Joiner, who was appointed CEO in 2017.
Global Expansion: InMoment has expanded its footprint to North America, Europe, Asia, Australia, and New Zealand through organic growth and strategic acquisitions.

Funding and Valuation

Funding Raised: $20 million in total funding.
Major Investment: In 2019, private equity firm Madison Dearborn Partners (MDP) acquired a majority stake, accelerating InMoment’s growth and innovation strategy.
Valuation: As of 2021, InMoment was valued at approximately $158.8 million.
Revenue: In 2021, the company reported $52.9 million in revenue with around 1,000 employees.

Product Offerings and Features

AI and Analytics: Award-winning AI and NLP engines for text, audio, and video analytics, impact prediction, and action prioritization.
Smart Summaries: Automated, AI-driven summaries from all data sources to help businesses prioritize impactful actions.
Active Listening Agents: AI-powered conversational agents that elicit more detailed, actionable feedback, reducing survey fatigue and improving insight quality.

Acquisitions and Product Expansion

2013: Acquired Empathica (social customer experience and social media technology).
2018: Acquired BrandXP (customer experience consulting, expanding to Australia and New Zealand).
2020: Merged with MaritzCX, retaining the InMoment brand.
2021: Acquired Wootric (AI-powered customer satisfaction platform) and Lexalytics (language processing and analytics).
2022: Acquired ReviewTrackers (customer review and reputation management software), making InMoment the first experience company to natively integrate review management with CX analytics.

InMoment AI and New Features

2024 Q3 Release: Introduced AI-powered recommendations, competitor review data ingestion, speaker-specific insights, enhanced API integrations, and improved reporting widgets.
AI Studio: Launched in 2024 as an internal framework for rapid, secure deployment of generative AI features, addressing challenges such as cost, bias, and privacy in LLMs.
ChatGPT Integration: First VoC vendor to embed ChatGPT-powered Smart Summary Generator for automatic summarization of customer feedback.
Predictive AI: Advanced models for intent detection, impact prediction, and human-assisted AI tagging for brand-specific theme discovery.

User Base and Community

Clients: Serves over 350 enterprises, including leading global brands across retail, hospitality, finance, automotive, healthcare, and more.
User Reach: Over 1,000 employees (as of 2021), with millions of monthly website visitors (2.4M reported).
Community: Recognized as the highest recommended CX platform, InMoment is trusted by world-class brands and has a strong analyst and customer following, evidenced by repeated recognition as a leader in Gartner Magic Quadrant and other industry awards.

InMoment

Funding Raised: $20 million in total funding.

Major Investment: In 2019, private equity firm Madison Dearborn Partners (MDP) acquired a majority stake, accelerating InMoment’s growth and innovation strategy.

Valuation: As of 2021, InMoment was valued at approximately $158.8 million.

Revenue: In 2021, the company reported $52.9 million in revenue with around 1,000 employees.

AI and Analytics: Award-winning AI and NLP engines for text, audio, and video analytics, impact prediction, and action prioritization.

Smart Summaries: Automated, AI-driven summaries from all data sources to help businesses prioritize impactful actions.

Active Listening Agents: AI-powered conversational agents that elicit more detailed, actionable feedback, reducing survey fatigue and improving insight quality.

2013: Acquired Empathica (social customer experience and social media technology).

2018: Acquired BrandXP (customer experience consulting, expanding to Australia and New Zealand).

2020: Merged with MaritzCX, retaining the InMoment brand.

2021: Acquired Wootric (AI-powered customer satisfaction platform) and Lexalytics (language processing and analytics).

2022: Acquired ReviewTrackers (customer review and reputation management software), making InMoment the first experience company to natively integrate review management with CX analytics.

2024 Q3 Release: Introduced AI-powered recommendations, competitor review data ingestion, speaker-specific insights, enhanced API integrations, and improved reporting widgets.

AI Studio: Launched in 2024 as an internal framework for rapid, secure deployment of generative AI features, addressing challenges such as cost, bias, and privacy in LLMs.

ChatGPT Integration: First VoC vendor to embed ChatGPT-powered Smart Summary Generator for automatic summarization of customer feedback.

Predictive AI: Advanced models for intent detection, impact prediction, and human-assisted AI tagging for brand-specific theme discovery.

Human: Emphasis on a human-centric approach, fostering connections and positive impact.

Bold: Encourages innovation, challenging the status quo, and fearless pursuit of excellence.

Invested: Deep commitment to the success of peers and clients, going above and beyond to make a difference.

Clients: Serves over 350 enterprises, including leading global brands across retail, hospitality, finance, automotive, healthcare, and more.

User Reach: Over 1,000 employees (as of 2021), with millions of monthly website visitors (2.4M reported).

Community: Recognized as the highest recommended CX platform, InMoment is trusted by world-class brands and has a strong analyst and customer following, evidenced by repeated recognition as a leader in Gartner Magic Quadrant and other industry awards.

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