With the aim of further building their position in sectors such as automotive, financial services, hospitality and retail, while also expanding their reach throughout the Americas, Europe and Asia, customer experience firms InMoment and MaritzCX have entered into an 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 offices spanning North America, Europe, and Asia. “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,” said InMoment CEO Andrew Joiner.
The combined company, backed by Madison Dearborn Partners, a leading Chicago-based private equity firm, serves a list of clients that includes 90% of the world’s automotive companies; eight out of of the leading banks; nearly 20% of the top retailers and 40% of the top hospitality companies. Clients of both companies will have access to enhanced technical functionality while maintaining continuity with existing programs-protecting and future-proofing their investment.
“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.”
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. The transaction is expected to close in early March 2020.