InMoment XI

Luxury Retail: Three Elements to Closing the Physical and Digital Experience Gap

InMoment XI

Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping.

Retail 341

You Ask, We Tell: How Do I Increase Survey Response Rates? Should I Shorten My Survey?

InMoment XI

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry.

Survey 375
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Three Steps to Align Your CX Program Goals with Business Initiatives

InMoment XI

Has your customer experience (CX) program matured or just begun? Or is it somewhere in the middle? No matter where you’re at, CX program goals need consistent tweaking to be aligned to greater business initiatives.

ROI 404

What Is the First Step in a Customer Experience Transformation Roadmap?

InMoment XI

Whether your program is just getting started or has stagnated over the years, this post is for you!

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

Five Steps to a Successful, Anonymous Employee Experience Program

InMoment XI

People are power when it comes to business. And taking the time to understand employee thoughts, feelings, and feedback can be a game changer. After all, your employees are the ones keeping the wheel running.

Who Owns Your CX Program? (Hint: It’s Everyone)

InMoment XI

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience.

Reducing Customer Churn: Do You Need Prediction, Interpretation, or Both?

InMoment XI

Customer behaviour prediction—including customer churn prediction—is at the top of our clients’ agenda—and for good reason. Who doesn’t want to be able to predict the future for their customers, employees, and business? What Is Predictive Modelling?

eBook 260

3 Elements to Consider When Selling CX to Your Boardroom

InMoment XI

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are it’s the same story at your organization!

Report 345

Three Tips for Sending the Perfect Email Survey Invitation

InMoment XI

What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation to tell the recipient that they’re valued and will also receive something of value if they accept it. Obviously, not every invitation accomplishes that.

Survey 364

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

The Science and Art of CX Goal Setting

InMoment XI

In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. As most of you probably know, there are several important aspects of goals you need to consider.

What the Supply Chain Crisis Means for Your Customer Experience

InMoment XI

The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them.

The Difference Between Customer Interactions and Customer Experiences

InMoment XI

Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. I pondered the subject and brought it back to my colleagues.

Thinking About Employee & Customer Journey Mapping? 3 Reasons to Dive In

InMoment XI

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Three Elements That Make Traditional Market Research Inadequate for Experience Improvement

InMoment XI

What do you think of when you hear the term “market research”? For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past.

Three Elements That Make Traditional Market Research Inadequate for Experience Improvement

InMoment XI

What do you think of when you hear the term “market research”? For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past.

What Is the First Step in a Customer Experience Transformation Roadmap?

InMoment XI

Whether your program is just getting started or has stagnated over the years, this post is for you!

How to Humanize Customer Experience & Drive Meaningful Customer Relationships

InMoment XI

There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers.

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

True Customer Loyalty Starts with The Basics: Which Of These Are You Missing?

InMoment XI

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty?

3 Ways CX-Driven Brand Reputation Helps Your Business

InMoment XI

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools?

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A Winning Combination: Unstructured & Structured Data Analytics in Today’s Customer Experience Environment

InMoment XI

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand.

Data 260

CX Day 2021: Three Stories that Prove CX Is a Team Sport

InMoment XI

You know that old saying, “There’s no ‘I’ in ‘team’?” Well, there may be an “I” in “customer experience,” but there’s no arguing that customer experience is definitely a team sport. That’s why we’re so happy to celebrate this year’s CX Day theme, “CX is a team sport.”

Sports 260

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Follow the CX Tea Leaves

InMoment XI

Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan. In many cases, the best evolution happens as you follow the proverbial tea leaves—reading what the future holds and letting each initiative guide you to the next. View Article

Apollo 13: NASA’s Greatest Innovation Moment 50 Years Ago

InMoment XI

In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical.

Employee Experience: Seeing the Forest for the Trees

InMoment XI

Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.

Making the Automotive Service Experience Exceptional: Part 1 of 3

InMoment XI

Taking Care of Your Customers “Before” Buying a new car or truck is magical. We work in the business so we can forget how special it is to our customers. And at best it only happens every three to five years, often much longer, so it is truly a special event.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

Why Customer Experience Is Now Job No. 1 for CEOs

InMoment XI

This article was originally published here. Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience.

4 Keys to Successful Customer Communication in the Coronavirus Era

InMoment XI

This article was originally published here. The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe.

Making the Automotive Service Experience Exceptional: Part 2 of 3

InMoment XI

Taking Care of Your Customers “During” In our last blog, which you can view here, we talked about the Before stage of Automotive Service. Now we will be going over the second part of an Exceptional Service Experience which is, of course, During the Service itself.

What Does Customer Experience Look Like in the World of Coronavirus?

InMoment XI

This article was originally published by Inmoment. Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations!

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Making the Automotive Service Experience Exceptional: Part 3 of 3

InMoment XI

Taking Care of Your Customers “After” This is the last of three blogs discussing an exceptional Service Experience. The first two looked at what happens Before and During the service. Today we’ll look at what happens After vehicle servicing is completed.