Experience intelligence (EI) provider InMoment and customer experience (CX) business MaritzCX have entered into a definitive agreement to combine the two companies.
The combined company will immediately support over 2,000 brands with a global team of 1,500 employees located in 20 offices spanning North America, Europe, and Asia.
The merger will benefit the Australian market specifically with over 80 employees and the wider APAC market with job creation across new offices in Sydney, Singapore and Shanghai, as well as an existing office in Melbourne.
“In this world of rising consumer expectations, it is imperative for businesses to have an experience program that can continuously monitor, understand, analyse, and improve the total customer experience with true agility,” InMoment CEO Andrew Joiner says.
“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.”
The combined company, backed by Chicago-based private equity firm Madison Dearborn Partners, serves a list of clients that includes over 50% of Fortune 500 companies; 90% of the world’s automotive companies; eight out of ten of the leading banks; four of the top five Australian insurers; nearly 20% of the top 50 retailers and 40% of the top hospitality companies.
“As the CX industry evolves, delivering high-impact programs as an integral component of business strategy becomes the competitive differentiator for growing companies in the region," MaritzCX managing director for APAC David Blakers says.
"We are excited to combine the award-winning MaritzCX partnership and customer success model with InMoment’s industry leading experience intelligence platform to create a truly unique solution to evolve our client’s CX capability.
"This ground-breaking offering will enable our clients to easily identify actionable insights, design and create better customer experiences, increase program engagement and demonstrate tangible value back to the business.”
Andrew Joiner will lead the combined organisation as CEO, and John Lewis will continue to chair the Board of Directors.
Leadership from both organisations 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.
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