In the US, customer experience (CX) intelligence platform InMoment has appointed former Hewlett Packard exec Andrew Joiner as Chief Exec, replacing founder John Sperry who will now focus on innovation initiatives. The firm has also launched an analytics tool called Discover.
InMoment's cloud-based platform is centred on an 'Experience Hub' combining VoC, social media reviews and advocacy and employee engagement solutions, with advanced text analytics functions - to which the firm adds strategic guidance and support. The new Discover tool constantly monitors and mines structured and unstructured customer data to generate CX intelligence, or customer-sourced intelligence for the entire enterprise. Data sources can include unstructured feedback from social media reviews, customer comments, voice recordings, agent notes and more. Discover can uncover patterns, trends and anomalies as they arise, and routes information to the right people across an organization.
Joiner (pictured) worked most recently at Hewlett Packard as a General Manager within the Promote Business, part of the IT giant's Autonomy unstructured data subsidiary. Prior to joining Autonomy, through its acquisition of email archiving specialist ZANTAZ, Joiner founded and was CEO and President of unstructured data classification business Singlecast Technologies.
Commenting on the appointment, Sperry said: 'To achieve our full potential, we needed a distinguished software leader with fast-track growth experience. In Andrew, we've not only found that, but he also possesses deep expertise in the enriching and analysis of unstructured data, as well as customer experience. It is a unique combination'.
Web site: www.inmoment.com .
All articles 2006-22 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.