InMoment Experience Improvement (XI) Platform
Conversation intelligence software
Sales acceleration software
Text analysis software
Natural language understanding (NLU) software
Experience management software
Feedback analytics software
Conversational intelligence software
Natural language processing (NLP) software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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- Arts, entertainment, and recreation
- Retail and wholesale
- Banking and insurance
What is InMoment Experience Improvement (XI) Platform
InMoment Experience Improvement (XI) Platform is an experience management and feedback analytics platform used to collect, analyze, and act on customer and employee feedback across channels. It supports survey programs, review and social listening inputs, and text analytics to identify drivers of satisfaction and operational issues. The platform is typically used by CX, EX, and operations teams to monitor experience performance, route and manage follow-up, and report on trends. It emphasizes unstructured feedback analysis and closed-loop workflows rather than core CRM or sales engagement execution.
Multi-source feedback ingestion
The platform is designed to aggregate feedback from surveys and other experience signals such as reviews and digital interactions, depending on configuration and purchased modules. This helps organizations centralize experience data that otherwise sits in separate tools. It is well-aligned to CX/EX programs that need consistent measurement across locations, brands, or business units.
Text analytics for VoC
XI includes text analytics capabilities to classify and summarize unstructured comments, supporting use cases like theme detection and driver analysis. This is useful when feedback volume is high and manual tagging is not feasible. The focus is on experience insights from customer/employee language rather than sales-call coaching workflows.
Closed-loop action workflows
The platform supports operational follow-up processes (often called closed-loop) such as routing issues to owners, tracking resolution, and documenting outcomes. This helps connect experience measurement to remediation activities. It can fit organizations that need governance and accountability around service recovery and experience improvement.
Not a sales execution suite
Although it can analyze text and conversations, XI is not primarily built for sales acceleration activities like prospecting, sequencing, pipeline management, or forecasting. Organizations typically still rely on dedicated CRM and sales engagement systems for those workflows. As a result, sales teams may find limited native functionality for rep productivity compared with tools purpose-built for revenue operations.
Integration effort varies
Connecting experience data to operational systems (CRM, contact center, data warehouse, BI) often requires integration work and careful data mapping. The level of effort depends on the number of sources, identity resolution needs, and governance requirements. Some organizations may need services support or internal technical resources to operationalize end-to-end workflows.
Configuration and governance overhead
Experience programs commonly require ongoing administration for survey design, taxonomy management, role-based access, and workflow tuning. Maintaining consistent tagging models and reporting across business units can be time-consuming. Teams without a dedicated CX/EX operations function may struggle to keep programs standardized over time.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Integrated CX (Most popular) | Custom pricing (contact sales) | Full-suite bundle of XI products for multichannel experience management; marketed for hyper-growth brands. |
| Customer Feedback Surveys | Custom pricing (contact sales) | AI-infused survey builder, reporting & dashboards, data exploration, industry-trained text analytics, case management; available DIY, guided, or white-glove. |
| Conversational Intelligence | Custom pricing (contact sales) | Ingestion/transcription of calls/chats/IVR, AI conversation summaries, multi-speaker text analytics, agent/manager scorecards, case management. |
| Reputation Management | Custom pricing (contact sales) | Review & ratings solicitation, competitor analysis, local listings management, AI review responding; integrated with ReviewTrackers capabilities. |
| Advanced Analytics & AI | Custom pricing (contact sales) | Custom analytical models and taxonomies, anomaly detection, impact simulation, predictive drivers, advanced AI. |
| Digital Listening | Custom pricing (contact sales) | Web/mobile microsurveys, digital integrations, single-customer view across pages and channels. |
| Employee Feedback Surveys | Custom pricing (contact sales) | AI-infused survey builder, reporting & dashboards, data exploration, industry-trained text analytics, case management. |
Notes: Pricing is not published on the vendor site; InMoment emphasizes flexible, transparent pricing and encourages contacting sales or requesting a demo/trial. A 30-day trial of InMoment CoreCX is offered via official trial pages. All plan descriptions and notes are taken from InMoment's official site (plans & packages and product pages).
Seller details
InMoment, Inc.
South Jordan, Utah, USA
2002
Private
https://inmoment.com/
https://x.com/inmoment
https://www.linkedin.com/company/inmoment/
