InMoment

InMoment is a leader in Experience Improvement (XI) solutions, providing customer experience management software and services. The company's XI Platform enables businesses to collect, analyze, and act on customer feedback from various touchpoints, including surveys, reviews, social media, call transcripts, and more. InMoment's technology leverages artificial intelligence, natural language processing, and large language models to interpret structured and unstructured data, providing organizations with actionable insights to enhance customer satisfaction and drive business outcomes.

The company's suite of solutions includes Customer Feedback, Reputation Management, Conversational Intelligence, Digital Listening, Market Research, and Employee Experience. InMoment's Conversational Intelligence solution, infused with generative AI, analyzes contact center interactions to optimize operations and improve customer engagement. The platform's AI capabilities help predict customer intent, automate closed-loop processes, and reduce customer support tickets through in-survey assistance.

InMoment's technology is designed to break down data silos, providing a unified view of the customer journey. The company's patented Workflow software facilitates efficient data ingestion and management. InMoment's Active Listening feature uses real-time text analytics and generative AI to elicit richer customer responses in surveys. The company claims to have the only in-house Large Language Model technology in the industry, trained on over 15 years of CX-specific data.

In June 2022, InMoment acquired ReviewTrackers, a leader in reputation management software, expanding its capabilities in review management and customer feedback analysis. This acquisition allowed InMoment to offer additional insights into the customer journey and access to more structured and unstructured data points.