In a move signaling consolidation within the Voice of Customer (VoC) technology landscape, Press Ganey Forsta has acquired InMoment. This acquisition brings together two established players in the customer experience management space, indicating a significant development in the industry and potentially leading to new integrated offerings for their respective client bases.
The implications for the VoC market are considerable. Both Press Ganey Forsta and InMoment have built strong reputations and serve a wide range of clients across various sectors, empowering businesses to gather, analyse, and act upon customer feedback to improve experiences and drive loyalty.
“In today’s competitive landscape, understanding customer sentiment and experience is one of the most powerful levers organisations have to build loyalty, earn trust, and drive growth,” said Patrick T. Ryan, chairman and CEO of Press Ganey Forsta. “The ability to gain deep insights from the voice of the consumer directly shapes a company’s brand, reputation, and bottom line. Press Ganey Forsta is committed to leading with innovation and partnering with clients to elevate the human experience across their organisations. We’re excited to welcome the InMoment team and deliver unmatched capabilities to our combined client base.”
“In joining Press Ganey Forsta, we become part of an organisation that has a demonstrated track record of innovation and elevating both the consumer and employee voice,” said John Lewis, Chairman and CEO of InMoment. “Together, we have the resources to deliver even greater value to our clients—through faster insights, more advanced research tools, and expanded expertise.”
Press Ganey, known for its deep roots in healthcare and its comprehensive suite of experience measurement and improvement solutions, merged with Forsta in 2022, creating a broader platform for enterprise-wide feedback and insights. The acquisition of InMoment further expands this reach and adds InMoment’s robust technology and expertise in areas such as customer journey mapping, employee experience, and advanced analytics.
InMoment, recognised for its innovative XI Platform™ and its ability to connect customer feedback with business outcomes, brings a wealth of experience in helping organisations understand the “why” behind customer behaviour. Their focus on driving action through insightful data aligns with Press Ganey Forsta’s mission to empower clients to create exceptional experiences.
This acquisition could lead to several key developments:
- Enhanced product offerings: The combined entity is expected to offer a more comprehensive and integrated suite of VoC solutions, potentially blending the strengths of both platforms to provide clients with a richer understanding of their customers and employees. This could include more sophisticated analytics, enhanced reporting capabilities, and a broader range of feedback channels.
- Expanded market reach: The acquisition allows Press Ganey Forsta to tap into InMoment’s existing client base and market presence, potentially opening up new opportunities across different industries and geographies. Similarly, InMoment’s clients could benefit from Press Ganey Forsta’s established infrastructure and resources.
- Increased competition: The consolidation creates a larger and potentially more formidable competitor in the VoC space, which could intensify competition among other players in the market, such as Medallia and Qualtrics. This could drive further innovation and potentially lead to more competitive pricing for customers.
- Focus on integrated experiences: The move underscores the growing importance of understanding the interconnectedness of customer and employee experiences. By bringing together expertise in both areas, the combined company may be better positioned to offer holistic solutions that address the entire experience ecosystem.
“In joining Press Ganey Forsta, we become part of an organisation that has a demonstrated track record of innovation and elevating both the consumer and employee voice,” said John Lewis, Chairman and CEO of InMoment. “Together, we have the resources to deliver even greater value to our clients—through faster insights, more advanced research tools, and expanded expertise.”
“InMoment and Press Ganey Forsta are both recognised by Gartner as Leaders in the Magic Quadrant for Voice of the Customer Platforms, each bringing highly complementary strengths. Together, from day one, we’ll offer clients even more powerful experience and research tools to drive measurable outcomes,” said Kyle Ferguson, CEO of Press Ganey Forsta’s cross-industries division. “Beyond our leading technology, both companies share a strong commitment to deep client partnerships, industry expertise, and hands-on support—qualities our clients greatly value. These strengths remain central to everything we do.”
Key Facts:
- Press Ganey Forsta is acquiring InMoment to accelerate innovation and strengthen its leadership in customer experience (CX) technology and expertise across industries.
- Press Ganey Forsta is a trusted partner to leading global market research firms, top U.S. retailers, and the largest banks and insurance companies. It is a leading provider of experience measurement, analytics, and insights in healthcare—helping organisations improve safety, quality, and the overall experience of care.
- InMoment brings deep domain expertise in industries such as retail, hospitality, financial services, automotive, and consumer services—complementing Press Ganey Forsta’s strengths and expanding its cross-industry reach.
- Both companies were recently named Leaders in the Gartner® Magic Quadrant™ for Voice of the Customer Platforms, recognised for their innovation, scalability, and ability to deliver measurable outcomes.
- Together, they offer the most advanced capabilities in AI, natural language processing, and omni-channel listening—transforming feedback from call centers, social reviews, surveys, and support channels into real-time, actionable insights.
- The combined company will serve clients globally with a team of more than 3,000 employees. Clients will benefit from accelerated innovation, an expanded suite of tools and analytics, and continued hands-on support from teams they know and trust.
