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3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

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Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., is viewed as an imperative. And for good reason.

Staying Ahead of the Game: Behind Foot Locker’s Innovative CX Program to Fit the Modern Athlete

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We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker.

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How to Overcome Declining Survey Response Rates

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Of all the unicorns that brands and organizations chase with their customer experience (CX) programs, higher survey response rates are one of the best-known… and sometimes the most elusive.

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Struggling to Prove the ROI of Customer Experience? You Could Be Missing These 3 Keys to Success

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More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) to look at cutting discretionary spending.

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How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

CX 101: What Is Primary Research?

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If you want to get to know someone, the best way to get an accurate assessment is to ask them questions yourself.

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How to Create Winning CX Surveys for Bank Customers

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Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company.

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How Employee Experience Initiatives Help Brands Retain Talent, Grow Workforces, and So Much More

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This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon.

How to Create Winning CX Surveys for Bank Customers

InMoment XI

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company.

Survey 358

Shopping for Experiences, Not Products: A Primer on Retail Customer Experience in the Experience Economy

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Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. And that’s why the retail customer experience is more important than ever before.

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

5 Ways Retail Banks Can Leverage Customer Data Effectively

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Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense. For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience.

4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program

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When you think of going to get a quick bite to eat, you’re probably thinking of getting a burger. With so many quick-service restaurant chains to compete with, how can one chain expect to stand out above the rest?

The Best Way to Identify (and Share) the Moments that Matter with Frontline Employees

InMoment XI

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics.

What Is Sentiment Analysis? Definition, Types, Importance, and More

InMoment XI

There is so much more to communication than just the words we say. Take sarcasm, for instance. Sarcastic comments often rely heavily on irony, conveying the opposite meaning from the one being directly expressed.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Closing the Outer Loop with the Six Sigma Methodology

InMoment XI

Customer feedback is critical for helping your customer service agents tackle problems—whether closing the inner loop directly with customers, or closing the outer loop with problems that keep surfacing over and over again. Organisations are typically quite comfortable tackling inner loop programs.

Top Customer Survey Questions for Valuable Feedback

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How do you respond when someone asks, “Are you doing okay today?” What if someone asked, “How do you feel today?” Most likely, you would answer these two questions slightly differently.

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How a Global Grocer Turns CX Feedback Into Realized Customer Spend Targets

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The Context. A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic.

9 Must-Read Articles on EX, Linking EX & CX, and Branded Experience

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Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience.

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Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

How Quick Service Restaurant Brands Can Drive Profitable Guest Experience Programs

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Many restaurants, including quick service restaurants (QSRs) are overwhelmed by the impact of online reviews. As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting.

The Importance of Employee Loyalty in the Workplace

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We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty.

Survey Design 101

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When gathering accurate and useful data, how the data is collected is just as important as the results it yields. Reliable insights are discovered when the questions are fair, unbiased, and relevant to the participants.

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Employee Advocacy: Improving Experiences for Employees and Customers

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This article was originally posted on Quirk’s Media. Every successful business outcome benefits from having a reliable, flexible, actionable and amply proven template and improvement guide. This is as true for employee experience (EX) as customer experience (CX).

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

5 Simple Steps Retailers Can Take to Build Stronger Relationships with Customers

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Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort.

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11 Articles You Need to Read About Today’s Employee and EX Landscape

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In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent?

3 Highlights from Customer Experience Experts at the XI Forum Singapore

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This year, the InMoment team put together the first ever XI Forum Singapore—and what a day it was! With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember.

4 Keys to Transforming Your CX Program to an ROI-Focused, Revenue Generating Machine

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2022 is being branded as “ The Year of the Squeeze. Challenging economic conditions that are bordering on a recession have forced businesses to either raise prices, cut costs, or a combination of both.

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

How to Write the Best Customer Onboarding Surveys & Improve the Experience

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It’s no secret that customer onboarding is one of the most crucial (and oftentimes challenging) stages in a customer’s journey with your brand.

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How Customer Aggression in the Workplace Has Forever Changed Employee Experience

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We know that everyone is sick of talking about COVID, but the pandemic has had far-reaching effects on customer experience (CX) and employee experience (EX) that will persist long after the virus is finally contained.

3 Reasons Human Expertise is Essential to Experience Improvement

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A lot of companies and organizations have gotten a very specific idea of how experience programs and human expertise work into their collective minds these last 20 or so years. The impression is this: experience programs are fully autonomous solutions that can pretty much be set and forget.

How Quick Service Restaurants Can Leverage Customer Feedback in Every Department

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In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). .

Why the Future Success of Retail Lies in Customer Experience

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.

Customer Journey Mapping Examples for Beginners

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A customer journey map is a diagram of all the places customers come into contact with your brand, online or off.