About Us

InMoment is a cloud-based customer experience (CX) optimization platform that gives you the ability to listen to and engage with your customers to improve business results through better experiences.

Our products and services include Voice of Customer (VoC), Social Reviews and Advocacy, Employee Engagement, Support, and Consulting. We are the leading VoC vendor for the food services, retail, and contact center industries, with deep domain expertise in B2B, healthcare, hospitality, and numerous others. InMoment packages our products and services to address your industry’s specific needs.

Global Presence

Headquartered in Salt Lake City, Utah, USA, InMoment has corporate offices in Mississauga & Toronto, Canada, and Birmingham, UK.

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Global Centre of Excellence

The challenges in most global markets are fundamentally different than in the US or UK. InMoment’s Global Centre of Excellence provides clients with the most effective best-in-class practices and insights for global Voice of the Customer programme design, implementation, and support.

Staffed by a team of international VoC experts with years of experience in multi-market, multicultural businesses, the GCoE works with global and regional brands to effectively engage their customers in each market. We work with multiple language skills in house, including Simplified Chinese, Russian, French, German, Spanish, Portuguese, Swedish, and Punjabi. We also work with global partners to deliver local expertise in Latin America, Scandinavia, Asia-Pacific, and Eastern Europe.

The GCoE team designed and implemented the first VoC programmes in China, Russia, Brazil, and Japan and has deep experience across all of Europe with leading retail and hospitality companies. As part of the GCoE, we develop white papers, refine best practices, and deliver thought leadership in a constantly changing global marketplace.

History

In September 2013, Mindshare Technologies, the leading cloud-based Voice of Customer (VoC) vendor, acquired Empathica, a leading provider of Customer Experience Management (CEM) programs. The coming together of these two organizations—with nearly a quarter century of combined experience and complementary expertise—brought new value to our clients and a unique approach to the customer experience industry.

In June 2014, Mindshare and Empathica communicated this value by uniting the companies under a new corporate entity: InMoment. InMoment is a global company with more than 300 employees, serving 350 brands across 25 industries in 128 countries. We’ve gathered 350 million surveys in our combined history, 85 million in 2013 alone. For us, InMoment is more than a name—it’s a promise to our clients and a declaration of a fundamental understanding of why we do what we do: to optimize the customer experience, because good experiences translate to better business.

Bringing Experiences Together

Who “owns” your customers? Which employee or department “manages” the customer experience? The truth? No one. And everyone. Your customers’ experiences are created through a series of moments with your products, services, and people. In a time where customers have a bigger voice than ever before, you’ve got to identify and understand the moments that matter most—and empower every employee to fully own their individual moments.

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An Experience Hub™

It all starts with moments, and moments create Experience Data—the information generated by customers interacting with your brand. It happens when they browse your website, talk to a call center rep, visit a store, receive an SMS coupon, or fill out an online questionnaire. Through InMoment’s “hub” approach, we centralize that experience data—regardless of source or format—connect it with technology to surface critical stories, and then channel timely, actionable insights to the right people and places to drive targeted decisions across your entire enterprise.

Awards

Over the years, we have been recognized for technology innovation, business leadership, growth, and culture. Here’s a quick history of what we’ve accomplished:

2014

  • CPO Kurt Williams named one of Utah Business Magazine’s top Chief Executives of the Year
  • Finalist in Temkin Group CX Vendor Excellence Awards

2013

  • Utah Fast 50 fastest growing companies (Mindshare)
  • Inc. 500/5000 (Mindshare)
  • DataWeek’s Social Media Analytics Top Innovator (Empathica)

2012

  • Local receives Best in Biz Awards’ Best New Product of the Year, bronze (Empathica)
  • MountainWest Capital Network Top 100 Fastest-Growing Utah Companies (Mindshare)
  • Inc. 500/5000 (Mindshare)
  • Utah Business Magazine’s Best Companies to Work For (Mindshare)
  • 50 Most Engaged Workplaces in Canada (Empathica)
  • Utah Business Magazine’s Best Companies to Work For (Mindshare)

2011

  • Branham300 Top 250 companies providing superior Customer Experience Management programs (Empathica)
  • Inc. 500/5000 (Mindshare)
  • Kurt Williams named CTO of the Year by Utah Technology Council (Mindshare)
  • President Richard Hanks and COO Brad Clark named to the vSpring Capital Top 100 Venture Entrepreneurs list
  • GoRecommend finalist in Marketing Excellence Awards

2010

  • Branham300 Top 250 companies providing superior Customer Experience Management programs (Empathica)
  • PROFIT Magazine’s Fastest Growing Companies in Canada (Empathica)
  • CEO John Sperry and President Richard Hanks named Ernst & Young Entrepreneur of the Year (Mindshare)
  • Inc. 500/5000 (Mindshare)
  • President Richard Hanks named to the vSpring Capital Top 100 Venture Entrepreneurs list
  • 50 Most Engaged Workplaces in Canada (Empathica)

2009

  • Deloitte’s Fast 500 for revenue growth (Empathica)
  • Inc. 500/5000 (Mindshare)
  • President Richard Hanks named to the vSpring Capital Top 100 Venture Entrepreneurs list
  • 50 Most Engaged Workplaces in Canada (Empathica)

2008

  • Utah Fast 50 fastest growing companies (Mindshare)
  • Mountainwest Capital Network 100 fastest growing companies (Mindshare)
  • Customer Interaction Solution Product of the Year for Connect (Mindshare)
  • Inc. 500/5000 (Mindshare)

2007

  • CEO John Sperry and President Richard Hanks finalist for Ernst & Young Entrepreneur of the Year (Mindshare)
  • Inc. 500/5000 (Mindshare)