Name: InMoment XI Platform
Rating: 4.9 (74 reviews)

Overview

Product Information on InMoment XI Platform

Updated 13th October 2025

What is InMoment XI Platform?

InMoment XI Platform is a software designed to collect, analyze, and manage customer experience data across multiple channels including surveys, social feedback, and digital interactions. The software provides tools for feedback management, data integration, text analytics, and reporting to help organizations understand customer sentiment and identify trends. It enables businesses to monitor and respond to customer feedback in real time and includes features for workflow automation and case management. InMoment XI Platform aims to support organizations in optimizing customer journeys and driving decision-making through actionable insights based on customer experience data.

Overall experience with InMoment XI Platform

HEAD OF RETAIL ADVANCEMENT

3B - 10B USD, Retail

FAVORABLE

“Transforming Customer Experience with InMoment's Innovation”

5.0

Nov 19, 2024

InMoment has positively challenged our thinking in relation to customer experience. This has allowed us to make significant changes that gather more feedback both qualitatively and quantitively across multiple channels. More importantly, it is the collaborative approach we have with the InMoment team we have. This is where we have benefitted most. We operate on a "one team" basis and rely on their expertise in the wider Cx arena to support our longer term planning.

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CRITICAL

About Company

Company Description

InMoment is focused on enhancing experiences at the nexus of customer, employee, and business needs. Their primary aim is to connect businesses with crucial aspects through a balanced mix of comprehensive data, contemporary technology, and human expertise. This helps executives and their companies grasp the importance and value of customer and employee experiences. Leveraging their extensive background in Experience Improvement (XI) Solutions and their cutting-edge Experience Intelligence (XI) Platform, InMoment strives to help businesses comprehend and seize the moments of significance, which they say could potentially transform today's experiences into business value for the future. Their approach prioritizes business drivers in experience program initiatives, aiming to assist businesses in overcoming specific challenges such as Acquisition, Retention, and Growth. The company's XI efforts are devoted to maximizing the business impact for brands across various countries.

Company Details

Company type

Private

Year Founded

2002

Head office location

South Jordan, United States

Number of employees

1001 - 5000

Website

https://inmoment.com

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InMoment XI Platform Likes & Dislikes

There are similar products in this area but what stands out with InMoment is the data analysis. The tools behind the platform are adaptable to your own set of criteria which is great but the AI analysis is a step above and this is where you really start to see a huge benefit. Their suite of products all compliment each other while offering distinctly different solutions but in truth, using the suite is where the real insight and power comes from. The ability to dig into unstructured data, pull out sentiment and provide actionable next steps from the platform is a significant step forward. The ability to combine multiple sources of customer sentiment & reviews allows you to capture a more holistic view of your customers & their opinions. In some instances, we have seen feedback that we otherwise would not have had access to. Combine this with the AI analysis and you have an incredibly powerful platform focused on Cx but with scope to do more. The service from InMoment has been exceptional at every step of the way. While we are operating a one team approach, this has been made much easier by the people we work with at InMoment. Everyone has been fully supportive but also challenged our thinking at each step to make sure we take the right steps when creating & adapting our program.

The flexibility of the platform lets us build and extend more channels over time. From surveys to ratings and reviews, to conversations as our program matures. AI and text analytics helps us uncover new insights that will have the biggest impact on our business. Whether through google reviews, SMS, images or even video submissions, we have have a 360 view of the customer journey both online and in-store. Active listening has supercharged our surveys with conversational intelligence by pulling richer insights from customer comments. To manage online reputation, we integrated InMoments reputation mgt to keen an eye on Goof and Trustpilot feedback and respond in real time with AI.

I most enjoy the partnership.

There is benefit in each model but in reality you need to combine the suite to see the full benefit. There isn't anything I have seen so far that I could say I dislike.

Honestly, we have no regrets. We are seeing InMoment as a game changer within our organisation.

Some of the backend data does not connect the way I would like it to. Big things are the alert deletion process and the custom refund request process that we set up. I wish these things were more connected with the actual survey so the survey could easily be routed to deletion request or refund request.

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1B-10B USD

Retail

Review Source

Transforming Customer Experience with InMoment's Innovation

DIRECTOR OF CENTRAL OPERATIONS

Perfect combo of AI infused CX tech and experts that guide you to ROI Fast!

Nov 10, 2024

I picked InMoment for more than just great tech - it was the partnership that sealed the deal. InMoment really took the time to understand our business and works hand in hand with our team to achieve our goals. Together we have built a great CX program that has went beyond basic surveys into a new integrated CX strategy that captures feedback from all channels and key moments, using AI to understand all the strucutured and unstructured data in quickly which is enabling our cross functional teams to act quicker and closer to our customers needs.

Senior Manager Guest Feedback & Insights

<50M USD

Travel and Hospitality

InMoment's Partnership Helps Businesses Prioritize Growth Areas

Nov 21, 2024

InMoment has been an excellent partner. Their services help us understand our guest feedback, and help us prioritize the right focus areas to grow our business.

SENIOR RESEARCH CONSULTANT

Healthcare and Biotech

A great partner who brought us to the next level!

Nov 5, 2024

InMoment has been an excellent partner since 2015. They have helped us scale and think strategically about our CX and VoC programs. Their diverse team of experts has helped take our program to the next level!

Manager, Customer Quality

Services (non-Government)

Industry Leader Excels in Prompt Response and Innovation

Nov 14, 2024

Innovative & quick to respond to requests & queries. They are a Leader in the Industry.

Overview

Product Information on InMoment XI Platform

What is InMoment XI Platform?

InMoment XI Platform Pricing

Overall experience with InMoment XI Platform

“Transforming Customer Experience with InMoment's Innovation”