Enterprises on a mission to improve their customer experience (CX) will be able to access unrivaled technology and distinctive professional services from the combined firm

InMoment and MaritzCX, recognized market leaders and proven innovators in the global customer experience (CX) sector, announced they have entered into a definitive agreement to combine the two companies.

The combined company will immediately support over 2,000 leading brands with a global team of 1,500 employees located in 20 offices spanning North America, Europe and Asia.

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“In this world of rising consumer expectations, it is imperative for businesses to have an experience program that can continuously monitor, understand, analyze and improve the total customer experience with true agility,” commented InMoment CEO Andrew Joiner. “We are bringing together two world-class companies that will deliver a truly unique value to our clients in their ongoing quest to win over customers. I couldn’t be more excited about our future as we bring together these two amazing companies to redefine ‘what’s possible’ in our industry—meeting clients where they are today and innovating together to create the future.”

Solidifies Leadership Positions in Retail, Hospitality, Automotive and Financial Services

The combined company, backed by Madison Dearborn Partners, a leading Chicago-based private equity firm, serves an impressive list of clients that includes 90 percent of the world’s automotive companies; eight out of 10 of the leading banks; nearly 20 percent of the top 50 retailers and 40 percent of the top hospitality companies.

MaritzCX president and CEO, Mike Sinoway added, “Combining the strengths of MaritzCX and InMoment is exciting for our clients, for our employees and for the market. This industry needs a new and disruptive approach if we truly wish to transform the way businesses look to improve experiences and results. The combined company will offer a transformative approach to enhancing the customer experience.”

Clients of both companies will have access to enhanced technical functionality while maintaining continuity with existing programs—protecting and future-proofing their investment.

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“Winning companies are those with access to the right customer knowledge, at the right time, that drives the right action to fundamentally improve the delivered customer experience,” said John Lewis, executive chairman of InMoment, Madison Dearborn Partners executive partner and former global president of Nielsen. “However, that’s all easier said than done. Companies can often underestimate how challenging it is to knit together the systems in a way that creates tangible value to consumers and also deliver economic value to the enterprise. The only way to ‘crack-the-code’ is to marry talented domain experts with leading-edge technology to create tailored systems that can deliver on the bigger vision. You need both sides of the equation—and that is exactly what we are getting by bringing these two companies together.”

Andrew Joiner will lead the combined organization as CEO, and John Lewis will continue to chair the Board of Directors. Leadership from both organizations is represented on the combined leadership team. It is expected MaritzCX will operate as MaritzCX, an InMoment company, for a period of time.

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