InMoment Named A Leader In Customer Feedback Management

InMoment Named A Leader In Customer Feedback Management

InMoment, the global leader in Experience Improvement, announced it has been named a Leader in The Forrester Wave: Customer Feedback Management Platforms, Q2 2021 evaluation.

InMoment was among the select companies that Forrester invited to participate in its Q2 2021 Forrester Wave evaluation and received the highest score in driving revenue, product vision, and strategy criteria amongst other key benchmark indicators.

“Our strategy has been to challenge the industry by doing things better – from technology, to services, to our focus on accelerating experience improvement,” said Andrew Joiner (pictured), InMoment CEO.

“We continue to aggressively invest in technology innovation, client services, and growing our global footprint to help the world’s top brands improve their experiences, and the resulting financial impact and positive ROI.”

InMoment APAC managing director, David Blakers added, “we are honoured to maintain our status as Leaders in the Forrester CFM Wave for the third consecutive year.”

“We are constantly striving to help our Australian clients realise maximum value from their CX programs, so to be recognised as an ‘ROI-focused technology and services partner’ is an achievement we will celebrate.”

Forrester wrote in the report, “InMoment is a good fit for organisations looking for a ROI-focused technology and services partner. Reference customers say they selected InMoment for its technology capabilities and value – citing the vendor’s pricing as reasonable and transparent.”

“They also praise the vendor’s partnership and focus on delivering outcomes. References give InMoment exceptionally high marks for enabling the ability to show the business impact and ROI of CX.”

 Citing InMoment’s employee ecosystem, Forrester said: “86 per cent [of InMoment employees] are focused on product and technology, professional services, consulting, and customer success, positioning the vendor to deliver on its message of experience improvement (XI)—shifting the focus from just managing experiences to improving them.”

In the report, InMoment received the highest possible scores in the following criteria grouped into three categories:


  • Drives revenue/impacts business and CX

  • Scalability

  • Creates a culture of customer-centricity

  • Employee feedback (VOCE/VOE)

  • Image and video feedback collection and mining

  • Managed and professional services


  • Product vision and strategy

  • Execution and delivery on roadmap

  • Enterprise strategy

  • Services strategy


  • Revenue

  • Global presence

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