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InMoment Appoints John Lewis as New CEO

The Former Global President of Nielsen Holdings, Lewis Brings Substantial CX Expertise

Lewis appointed CEO at InMoment

John Lewis is the new chairman and CEO of InMoment, the provider of feedback management and improvement solutions for enterprise customers and employees, the company announced in a recent statement. The new post elevates Lewis from his previous position as InMoment executive chairman, where he served for several years. He replaces Andrew Joiner, who is leaving InMoment and has been the firm’s CEO since 2017.

Lewis brings deep expertise in the information services and software analytics sectors, as well as significant experience transforming and scaling rapidly growing businesses. In his former role as global president of measurement and data company Nielsen Holdings, Lewis oversaw business concerns that contributed to approximately two-thirds of Nielsen’s overall revenue, accelerating revenue growth and enhanced profitability in those segments and for the company as a whole.

The new CEO’s relevant industry expertise and experience leading global organizations will enable InMoment to continue to execute on its growth strategy while also enhancing the company’s ability to help clients around the world integrate customer signals and transform their customer outcomes. As the new chief executive, Lewis will also focus on deepening and expanding innovation at InMoment, whose stated mission is to improve the experiences of its clients.

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“I am honored and excited to serve as InMoment’s CEO and lead the company into its next chapter,” says Lewis. “As executive chairman, I have seen firsthand the incredible growth and product adoption that InMoment has achieved over the last several years. InMoment’s unique combination of world-class technology and expert service enables clients to integrate growing and disparate customer signals and separate predictive understanding from the noise. Our commitment to providing actionable customer intelligence and differentiated value to clients worldwide will serve to strengthen our position as the leader in integrated CX.”

Headquartered in Salt Lake City, Utah, InMoment provides cloud-based CX software for midsize and large businesses to collect and manage feedback from enterprise employees and customers to improve brand experience. InMoment products and services are used in many industries, including automotive, business-to-business (B2B), contact center, finance, food services, healthcare, hospitality, insurance, IT, retail, telecom, travel, and utility. The application captures feedback from multiple channels, including text, voice, and video, to help companies gain insights into experience through predictive models and text diagnostics.

Founded in 2002 under the name Mindshare Technologies, InMoment acquired its current name in 2017 after Mindshare rebranded. In 2019, the company received a strategic growth investment from Madison Dearborn Partners, the private equity firm that has since gained majority ownership of InMoment and where Lewis also currently serves as executive partner.

The company offers what it calls Experience Improvement solutions, formed from a combination of comprehensive data, modern technology, and human expertise to help executives and decision-makers recognize the value that companies could harness if they provided a fulfilling experience for both their customers and employees. Programs can then be created, the company believes, that improve experiences for customers, employees, and the business as well.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.

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