MaritzCX

What MaritzCX does

InMoment (formerly MaritzCX) is a privately held customer experience (CX) management software company headquartered in Lehi, Utah, founded in 2000. The company operates the XI Platform, an integrated experience improvement platform structured around a Collect-Analyze-Improve-Report cycle, with dedicated modules for customer feedback surveys, conversational intelligence, reputation management, digital listening, advanced analytics and AI, employee experience, and text analytics. Underlying the platform is a proprietary in-house Large Language Model trained on 15+ years of CX-specific data, a patented Workflow data pipeline for data ingestion, and AI capabilities spanning text, image, audio, and structured data modalities. The platform's NLP engine powers intent, effort, and emotion detection, smart summarization, AI journey insights, and a conversational Active Listening Bot.

The company serves more than 3,000 brands globally across at least 10 verticals, including retail, financial services, healthcare, transportation, automotive, insurance, restaurants and food services, hotels and lodging, entertainment and recreation, and utilities. The customer base includes Foot Locker, UScellular, Metro Bank, Tiffany & Co., Jack in the Box, Juniper Networks, Hootsuite, Virgin Money, and Specsavers, among others. Distribution is enterprise field sales with regional go-to-market across North America, DACH, UK, Australia, New Zealand, and Singapore.

The business model is primarily SaaS subscription with annual billing, complemented by a professional services line (Advisory & Platform Services, Market Research) delivered by a PhD-led data science team. The company offers both an integrated CX package and standalone module subscriptions. The company has raised approximately $57M+ across six disclosed funding rounds through 2016, has not disclosed a primary funding event since 2014, and operates with 1,001-5,000 employees. The company holds HIPAA, GLBA, and SOC 2 Type II certifications, supporting deployment in regulated industries. The platform has been recognized as a Leader by Gartner (Voice of Customer Magic Quadrant 2024), Forrester (Text Mining & Analytics Wave 2024; CFM Wave Leader 2021; EX Management Platforms Leader 2020), IDC (Voice of Customer MarketScape 2023-2024), and G2 (Customer Feedback Management Market Leader 2024).

Name

MaritzCX

Legal name

InMoment

Website

https://inmoment.com

Company type

Private

Founded year

2000

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

InMoment (formerly MaritzCX) is a privately held CX management software company offering the AI-powered XI Platform for omnichannel feedback collection, conversational intelligence, reputation management, and employee experience, serving 3,000+ enterprise brands across 10+ verticals globally.

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) & Digital Experience (BPAHAEAC)

akta.pro secondary industries

Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK), Digital Experience Monitoring & Management (DEX/DEM, AIOps for EUC) (BPAEAIAF)

Keywords

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

Headquarters

HQ city

Lehi

HQ country

United States

HQ region

North America

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. SaaS Platform Subscription: Core XI Platform subscription providing integrated CX solutions including customer feedback surveys, conversational intelligence, reputation management, advanced analytics and AI, digital listening, and employee feedback surveys. Subscription-based pricing with tiered packages.
2. Professional Services: Advisory and strategic services, research and data science services, and managed program services. CX practitioners with artificial and human intelligence approach.

Pricing tiers

Go-to-market motion1 record

Distribution channels2 records

Marketing channels7 records

Core offering

MaritzCX (operating as InMoment) sells the XI Platform, a cloud-based customer experience (CX) software platform that collects omnichannel customer and employee feedback, applies AI/ML-based text and speech analytics (including a proprietary in-house LLM) to interpret it, and enables closed-loop action management. The platform is sold as an annual subscription to large enterprises, with optional tiered engagement models from self-service to fully managed white-glove services, and is complemented by Advisory & Platform Services and Market Research offerings delivered by PhD-led data scientists.

Product overview

InMoment offers the XI Platform, a unified Experience Improvement platform with integrated modules including Customer Feedback Surveys, Conversational Intelligence, Reputation Management, Digital Listening, Advanced Analytics & AI, Employee Experience, and Text Analytics. The platform architecture follows a Collect-Analyze-Improve-Report cycle, where the XI Platform serves as the core infrastructure supporting all modules. The Listen module captures omnichannel feedback, Analyze delivers AI-powered insights through proprietary NLP and LLM technology, Improve enables action planning and case management, and Report provides executive and frontline dashboards. Advisory & Platform Services and Market Research complement the technology with strategic CX consulting delivered by PhD-led data scientists.

Differentiator

Problem solved

Functional benefit

Brands

• XI Platform: Experience Improvement platform that integrates customer signals, provides insights, and enables action-taking for CX improvement
• Workflow
• Active Listening
• Rapid Resolution Engine
• Moments
• Smart Summary
• Conversational Intelligence

Products and services

• XI Platform Core Experience Improvement platform that unifies customer signals, provides AI-powered analytics, and enables smart actions across the organization; serves as the foundation for all other product modules and is targeted at large enterprises running integrated CX programs.
• Customer Feedback Surveys Omnichannel survey product that collects customer feedback across channels with an AI-infused survey builder, reporting and dashboards, data exploration, industry-trained text analytics, and case management. Targeted at large enterprises running customer feedback programs.
• Conversational Intelligence Contact center analytics product that ingests and transcribes calls, chats, and email threads, applies NLP and AI to produce conversation summaries, multi-speaker text analytics, and agent and manager scorecards. For enterprise contact centers seeking to reduce handle time and improve agent performance.
• Reputation Management Standalone reputation management product covering social ratings and reviews solicitation, competitor analysis, local search rank, local listings management, and AI review responding across 100+ sources. For multi-location enterprises, retail chains, restaurants, and hospitality brands.
• Digital Listening Standalone product for deploying microsurveys across web, mobile, and chat to build a single customer view across pages and channels, with a digital integrations library. For digital leaders driving seamless online experiences.
• Advanced Analytics & AI Standalone AI-powered analytics product providing multichannel feedback analysis, AI-powered summaries and suggestions, AI Journey Insights, Impact Prediction, and intent/effort/emotion analysis. For enterprises seeking predictive insights from unstructured experience data.
• Employee Experience Standalone employee feedback and engagement product collecting Voice of Employee signals with text and predictive analytics and role-based action planning. For HR and people leaders looking to reduce employee churn and improve workplace culture.
• Market Research Market research service offering global panel and competitive benchmarking research, industry-specific insights, brand perception studies, and ad-hoc survey capabilities for rapid market understanding. For enterprise strategy and insights teams.
• Advisory & Platform Services Strategic CX consulting service offering journey mapping, program design, survey optimization, touchpoint impact mapping, strategic insights reviews, and market research, delivered by PhD-led data scientists. For enterprises implementing or scaling CX programs.
• Integrated CX Package Bundled subscription product that combines Customer Feedback Surveys, Conversational Intelligence, Reputation Management, Advanced Analytics & AI, Digital Listening, and Employee Feedback Surveys as a single integrated solution. Targeted at hyper-growth brands.

Quantifiable outcome

• Capture 2.4x more actionable feedback with AI-powered listening
• +7 more outcomes

Named customers20 records

Segments17 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

AI capability11 records

Feature8 records

Partnerships

Ten partnerships are on record, tiered core.

• SalesforcecoreTechnology or IntegrationOut-of-the-box integration with Salesforce for automated review requests, feedback collection, and case management. Enables enterprises to automate feedback collection and manage cases within Salesforce CRM.
• HubSpotcoreTechnology or IntegrationIntegration with HubSpot for automated review requests and feedback workflows. Hundreds of direct integrations including Salesforce and HubSpot for review solicitation campaigns.
• ZendeskcoreTechnology or IntegrationIntegration with Zendesk for automated feedback collection and case management workflows.
• MarketocoreTechnology or IntegrationIntegration with Marketo for automated survey invitation triggers and feedback workflows.
• Microsoft DynamicscoreTechnology or IntegrationIntegration with Microsoft Dynamics for enterprise feedback collection and operational data integration.
• AdobecoreTechnology or IntegrationIntegration with Adobe for digital experience feedback and customer analytics.
• Google (Reviews, Maps, Business Listings)coreTechnology or IntegrationDeep integration with Google for review monitoring, local listings management, Google Maps performance insights, and Google Profile views tracking.
• YelpcoreTechnology or IntegrationReview aggregation from Yelp alongside Google, Facebook, and TripAdvisor for comprehensive reputation management across 100+ sources.
• TripAdvisorcoreTechnology or IntegrationReview aggregation from TripAdvisor for hospitality and travel industry reputation management.
• FacebookcoreTechnology or IntegrationSocial ratings and reviews integration with Facebook for omnichannel reputation management.

Scale indicators12 records

Recent moves6 records

Expansion highlights7 records

Direct peers

• Sprinklr: Direct peer providing a unified customer experience platform for enterprise social listening, reputation management, and contact center intelligence; comparable products include Sprinklr Social, Sprinklr Service, and Sprinklr Insights.
• Qualtrics: Direct peer operating the largest experience management platform spanning customer, employee, product, and brand experience; recently expanded via Press Ganey Forsta. Targets the same enterprise CX buyers with SaaS + AI capabilities (Text Analytics, Conversational Intelligence, XM Platform).
• Verint: Direct peer in customer engagement analytics with conversational analytics, contact center intelligence, and VoC modules. Overlaps heavily with MaritzCX/InMoment's Conversational Intelligence and Customer Feedback offerings.
• Birdeye: Direct peer focused on customer experience and reputation management for multi-location businesses; competing head-on in the Reputation Management module and customer feedback surveys for retail, food service, and healthcare verticals.
• Medallia: Direct peer offering an enterprise experience management platform with omnichannel signal capture, AI-powered text/speech analytics, and action workflows; directly comparable in customer base (large enterprise brands) and category (VoC/CX).
• Trustpilot: Direct peer in reputation management and reviews; competes directly on review aggregation, AI review responses, and local listings/Google Maps performance tracking — key components of MaritzCX/InMoment's Reputation Management module.

Broad incumbents

• NICE: Broad incumbent in contact center analytics (NICE Nexidia, NICE Enlighten) and customer experience with deep overlap in conversational intelligence and agent scorecards; broader portfolio including workforce engagement and compliance.
• Zendesk: Broad incumbent with a customer service and engagement platform including Zendesk Suite, Support, and CX messaging; deeper in customer support ticketing but increasingly competes in customer feedback and AI-driven CX automation.
• Genesys: Broad incumbent providing cloud contact center and CX orchestration; overlaps with Conversational Intelligence and customer feedback, with AI-driven interaction analytics comparable to MaritzCX/InMoment's call center offering.

Emerging players

• Clarabridge (Qualtrics): Direct competitor in AI-based text and speech analytics for VoC; brought into Qualtrics' CX suite. Comparable technology stack to MaritzCX/InMoment's Text Analytics and Conversation Intelligence modules.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks5 records

Key highlights7 records

Customer concentration

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

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds6 records

Investors6 records

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

M&A

Investments

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

Frequently asked questions about MaritzCX