Case Study: Major Outdoor Equipment Retailer achieves unified, granular customer insights and 50% cost savings with InMoment

InMoment Uses AI-Backed Text Analytics to Automate Experience Improvement

A major U.S. outdoor equipment and apparel retailer faced a growing CX challenge: thousands of survey verbatims and multiple siloed data sources across eCommerce and physical stores, with inconsistent taxonomies and a need to keep data in-house and accessible via an API. Building an in-house NLP solution proved too costly and time-consuming, so the retailer evaluated vendors to find a scalable, integrable alternative.

InMoment unified disparate taxonomies, processed multiple customer data streams in one platform, and provided an API, visualization tools, and ongoing expert support—at roughly half the cost of the next-best competitor. The result: more than 100 granular categories for cross‑business use, seamless integration with existing BI tools, analysis of ~1 million documents per month, and significant cost savings while delivering a holistic view of customer experience.