Transforming InMoment into AI Momentum

The InMoment Reinvention

How Zax transformed a legacy CX company into an AI-first platform

A Legacy Model at Risk

InMoment was a recognized leader in customer experience software, trusted by global brands across industries. But its model—built on surveys and high-touch service—was no longer sustainable. The business was unprofitable, burdened with debt, and under pressure from faster, AI-native competitors.

Zax saw the opportunity for something bigger.

With strong products, loyal customers, and a mission that still mattered, InMoment had the ingredients for reinvention—just not the structure. That’s where we came in.

A New Vision for CX

At Zax, we believe the best customer feedback feels natural—like a conversation, not a checkbox. We set out to reimagine InMoment’s platform using generative AI and large language models to capture richer, more honest customer input and deliver insights in real time.

Our five-part AI vision:

  1. Conversational Feedback – Natural, human experiences.
  2. Deeper Understanding – Go beyond sentiment to uncover intent.
  3. Actionable Synthesis – Turn noise into strategy.
  4. Industry “Brainlifts” – Tailored AI models per vertical.
  5. Predictive Engagement – Anticipate what customers need next.

Transformation in Action

We moved quickly. In under a year, we:

  • Centralized operations and reduced overhead
  • Transitioned from time-based services to AI-driven deliverables
  • Streamlined the product into a modern, scalable platform
  • Built “AI(PI)” interfaces to power real-time insights

The result? A product-led, AI-first company that’s more agile, more profitable, and far more valuable to its customers.

Real Value, Delivered

Today’s InMoment clients don’t just get faster feedback—they get smarter decisions.

They’re seeing 2–5x ROI from tools that predict churn, surface key drivers, and adapt to their industry context. Feedback flows like conversation. Insights feel like intuition.

We didn’t just cut costs—we raised the ceiling on what CX can do.

What’s Next

Zax exists to transform software companies for the AI era. With InMoment, that meant rebuilding the model, not just tweaking the message.

We’re proud of the team that made it happen. We’re proud of the customers who stayed with us.

And we’re just getting started.