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InMoment named a leader in customer feedback management

Experience Intelligence (XI) provider, InMoment was named a leader in customer feedback management by independent research firm, Forrester, achieving a rating of five out of five across 12 criteria, including Global Strategy, Customer Success and Support, as well as Product Vision and Strategy.

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In its report, The Forrester Wave Customer Feedback Management Platforms, Forrester analysts selected top CFM providers in the industry and completed an in-depth evaluation of each company’s capabilities across a wide variety of criteria.

Forrester placed InMoment in the highest category, identifying the company as a “leader”.

The report said, “InMoment reference customers rave about the vendor’s strengths in technology as well as the strong and valuable partnership provided by its people. They note how well the vendor listens before offering up a solution. InMoment demonstrates flexibility and willingness to meet customers where they are rather than selling something off the shelf or, worse, overselling for the sake of a larger deal. The vendor is also not afraid to nudge customers to innovate, helping them tap into other sources of feedback to achieve a new level of customer understanding…InMoment is a good fit for buyers looking for an innovative and strong partner that focuses on both technology and services.”

InMoment CEO Andrew Joiner said, “We constantly strive to provide the best combination of innovative technology and strategic services to address the expanding and evolving needs of our clients. The strategic and deliberate investments we have made allow us to meet our customers where they are and uniquely drive innovation, partnership and value.”

In 2019, InMoment received a strategic growth investment from private equity firm Madison Dearborn Partners, which will help it accelerate product development and growth in 2020. More than three-quarters of the vendor’s customers are in B2C, with a strong focus on retail and hospitality, but there is continued expansion into other industries, including automotive and insurance.

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