InMoment

What InMoment does

InMoment is a private enterprise SaaS company headquartered in Salt Lake City that sells an integrated Customer Experience (CX) management platform to mid-market and large enterprises across retail, banking, healthcare, telecommunications, automotive, restaurants, insurance, and entertainment. Its core offering, the XI Platform, unifies four functional modules - Listen (omnichannel feedback collection from surveys, reviews, social, calls, and chats), Analyze (NLP and AI-driven insight extraction), Report (dashboards and storytelling), and Improve (closed-loop action and case management) - and is augmented by adjacent modules for Conversational Intelligence, Reputation and Listings Management, Digital Listening with session replay, Market Research, and Employee Experience.

The platform is built on a patented Workflow data pipeline and powered by an in-house Large Language Model and NLP engine trained on 15+ years of CX-specific data accumulated across 3,000+ brand customers. AI capabilities are not bolt-on features but the central technical substrate: Smart Summary (generative-AI feedback condensation), Active Listening (conversational AI survey bot), AI Journey Insights (generative touchpoint identification with ML categorization), intent/effort/emotion detection, predictive CSAT/NPS impact modeling, and computer vision for image analysis are all native. The NLP core was deepened through the 2021 acquisition of Lexalytics.

InMoment monetizes primarily through annual enterprise subscriptions for the XI Platform, tiered add-on modules (reputation management uses location-based monthly pricing), and a meaningful strategic services overlay including advisory, managed services, and PhD-led insights engagements. Go-to-market is enterprise field sales targeting CX, contact center, marketing, and insights leaders, supported by regional sales coverage across North America, DACH, UK, Australia, New Zealand, and Singapore. Historical growth was driven by a sustained M&A roll-up (MaritzCX 2020, Wootric 2021, Lexalytics 2021, ReviewTrackers 2022) before InMoment itself was acquired by Forsta in October 2025, with Forsta subsequently becoming part of Qualtrics.

Name

InMoment

Legal name

InMoment

Website

https://inmoment.com

Company type

Private

Founded year

2002

Operating status

Operating

Headcount range

251–500 employees

Short description

InMoment is a private SaaS provider of an AI-powered enterprise Customer Experience (CX) management platform, serving 3,000+ brands across retail, banking, healthcare, telecom, and restaurants via its XI Platform and adjacent Conversational Intelligence, Reputation, and Employee Experience modules.

Ownership category

akta.pro rank

Product category

Customer Experience Management Software

NAICS

Software Publishers (5132), Management Consulting Services (54161)

SIC

Services-Prepackaged Software (7372), Services-Management Consulting Services (8742)

akta.pro primary industry

Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)

akta.pro secondary industry

Customer Experience (CX) & Digital Experience (BPAHAEAC)

Keywords

• Customer experience management
• Voice of customer platform
• Conversational intelligence software
• Reputation management software
• Employee experience platform

Headquarters

HQ city

Salt Lake City

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Experience Improvement Platform Subscription: Core XI Platform subscription for integrated customer experience management, including feedback collection, analytics, and AI-powered insights. Delivered as SaaS with annual or multi-year contracts for enterprise customers.
2. Strategic Advisory and Professional Services: World-class advisory, research, insights, and managed services that drive CX transformation. Includes journey mapping workshops, program design, survey design optimization, market research pulse, and strategic insights review.
3. Managed Services: Ongoing managed services for reputation management and CX program management, including review response handling and solicitation campaigns.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels8 records

Core offering

InMoment sells the XI Platform, an enterprise SaaS customer experience (CX) management suite that collects feedback across surveys, reviews, social media, calls, and chats; applies proprietary NLP, machine learning, and an in-house Large Language Model to analyze unstructured data; and routes insights to closed-loop action and case management. The core subscription is complemented by advisory and managed services delivered by data-scientist- and PhD-led Strategic Insights teams.

Product overview

InMoment offers a unified Experience Improvement platform called the XI Platform, combining customer feedback collection (Listen), analytics (Analyze), reporting (Report), and action-taking (Improve) modules. The platform is powered by proprietary InMoment AI technology including NLP, machine learning, and generative AI capabilities. Key product areas include: Customer Experience Platform (core CX management), Conversational Intelligence (contact center analytics), Reputation Management with Listings Management and Competitor Analysis (online brand management), Digital Listening (digital experience), Market Research (competitive intelligence), Employee Experience with Moments app, and Advisory Services. The platform also incorporates acquired technologies including Wootric (digital surveys) and integrates text analytics capabilities. Built on proprietary Workflow data pipeline technology, the platform unifies feedback from surveys, reviews, social media, calls, chats, and operational data to deliver holistic customer insights.

Differentiator

Problem solved

Functional benefit

Brands

• XI Platform: The company's core integrated customer experience platform that unifies feedback collection, analysis, and action across all channels.
• Active Listening
• Workflow
• Smart Summary
• Moments

Products and services

• XI Platform
• Conversational Intelligence
• Reputation Management
• Digital Listening
• Market Research
• Advanced Analytics & AI
• Employee Experience
• Advisory & Platform Services

Quantifiable outcome

• 2.4x more actionable feedback per response with AI-powered listening
• +9 more outcomes

Named customers19 records

Segments1 record

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration3 records

AI capability10 records

Feature10 records

Partnerships

Six partnerships are on record, tiered core.

• ForestacoreStrategic or Co-development Partner · 1 October 2025Foresta acquired InMoment as part of a wave of mergers and acquisitions in the customer experience technology sector. This acquisition aims to strengthen capabilities in customer feedback collection, AI-powered text analysis, and connecting disparate data sources across multiple channels, potentially challenging the dominance of established CX leaders.
• Australian UnitycoreStrategic or Co-development Partner · 26 March 2025Australian Unity selected InMoment as its strategic customer experience partner to transform its approach to customer insights from traditional surveys to an AI-powered platform. The partnership enables Australian Unity to analyze customer feedback across multiple platforms including online reviews and call centre recordings to improve member engagement. The collaboration is now live, with new CX initiatives set to roll out across healthcare, financial, and community services.
• SalesforcecoreTechnology or IntegrationDirect integration with Salesforce for automated review requests and workflow automation. Part of hundreds of direct integrations with platforms for reputation management and review solicitation campaigns.
• HubSpotcoreTechnology or IntegrationDirect integration with HubSpot for automated review requests and workflow automation. Part of hundreds of direct integrations with platforms for reputation management and review solicitation campaigns.
• LexalyticscoreStrategic or Co-development PartnerInMoment acquired Lexalytics in September 2021, a provider specializing in natural language processing and machine learning for data analytics. This move enhances InMoment's customer experience management solutions by integrating Lexalytics' text analytics capabilities, including support for multiple languages and diverse data sources.
• ReviewTrackerscoreStrategic or Co-development PartnerInMoment acquired ReviewTrackers in June 2022, an award-winning customer review management software company. This strategic move aims to integrate different sources of customer feedback to enhance the Experience Improvement platform and offer more comprehensive customer insight solutions.

Scale indicators14 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Qualtrics: The largest experience management platform and the company now acquiring InMoment's parent (Forsta). Directly comparable in VoC, CX analytics, and employee experience; broader product portfolio and significantly larger enterprise footprint.
• Sprinklr: Unified customer experience management platform spanning social, marketing, and care. Overlaps with InMoment in social/digital listening, reputation, and enterprise CX analytics.
• Verint Systems: Workforce engagement and customer engagement analytics vendor with significant CX analytics and contact-center intelligence overlap. Targets large enterprise customers similar to InMoment's enterprise focus.
• NICE Ltd: Contact center analytics and conversational intelligence vendor with strong enterprise overlap in speech/text analytics, similar to InMoment's Conversational Intelligence module.

Direct peers

• Medallia: Direct enterprise VoC and CX analytics competitor with text analytics, journey analytics, and contact center modules. Closely aligned customer base of global enterprise brands and similar AI/NLP-driven differentiation.
• Clarabridge: CX analytics platform specializing in unstructured text and omnichannel feedback analysis. Highly comparable AI-driven text analytics approach and overlapping enterprise customer base.
• AskNicely: NPS and customer feedback management platform serving frontline-driven businesses. Comparable in survey-led VoC and CX loop-closing functionality, though narrower than InMoment's full XI suite.

Emerging players

• SentiSum: AI-native VoC and customer feedback analytics platform built on modern NLP/LLM. Comparable product positioning to InMoment but with a narrower mid-market focus and emerging scale.
• Khoros: Customer engagement platform spanning community, social, and digital care. Overlaps with InMoment's Digital Listening and reputation modules and competes in similar enterprise brand marketing/insights buyers.
• Thematic: AI-powered customer feedback analytics platform applying NLP/LLM to unstructured feedback. Closely comparable to InMoment's Analyze module and NLP-led differentiation, but smaller scale and emerging enterprise traction.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/weareinmoment
• Facebookfacebook.com/weareinmoment
• LinkedInlinkedin.com/company/weareinmoment

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles14 records

Subsidiaries2 records

Funding overview

Funding rounds2 records

Investors2 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A6 records

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about InMoment