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New merger creates 'world's largest' CX company

By Nick Forrester
Thu 27 Feb 2020
FYI, this story is more than a year old

InMoment and MaritzCX today announced they have entered into a definitive agreement to merge into the world's largest customer experience (CX) company. 

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.

It will also reportedly serve a list of clients that includes over half of Fortune 500 companies, as well as 90% of the world's automotive companies.

“In this world of rising consumer expectations, it is imperative for businesses to have an experience program that can improve the customer experience with true agility,” says InMoment chief executive officer Andrew Joiner. 

“We are bringing together two world-class companies that will deliver 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.”

Andrew Joiner will lead the combined organisation as CEO, and John Lewis will continue to chair the Board of Directors. 

“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,” says MaritzCX managing director for APAC David Blakers. 

“We are excited to create a truly unique solution to evolve our client’s CX capability. 

“This will enable our clients to identify actionable insights, design and create better customer experiences, increase program engagement and demonstrate tangible value back to the business.”

MaritzCX and InMoment say clients of either company should not expect functionality issues as a result of the merger, but that they will maintain continuity with existing programs.

“Winning companies in any industry are those with access to the right customer knowledge, which drives the right action to fundamentally improve the delivered customer experience,” says InMoment executive chairman John Lewis. 

“However, that’s all easier said than done.

"Companies can often underestimate just how challenging it is to knit all the systems together in a way that creates tangible value to consumers while also delivering 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,” says Lewis.

“You need both sides of the equation--and that is exactly what we are getting by bringing these two companies together.”

The transaction is expected to close in early March 2020.

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