Four Pro-Tips For Building a Customer Experience Business Case in Superannuation
Like many superannuation funds, legalsuper has had to quickly adapt to increased customer demands in response to legislation change and economic and global events like COVID-19. Like many businesses,...
View ArticleWhy You Haven’t Been Able to Take Action on CX Feedback
One of the questions I am often asked by organizations is, “how do other companies use customer feedback?” Fortunately, the answer to that question is simple: most organizations use customer feedback...
View ArticleThree Reasons Why You Need a Case Management Program
Your brand might be asking, “why does our customer experience program need a case management system?” Well, to answer your question, statistics show that 43% of people spend more money on brands...
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Do You Need a Customer Experience Operations Manager?
CX operations, or customer experience operations, is all about the systems, automation, and lines of communication that make possible a unified, cross-functional, customer journey approach to...
View Article3 Ways Financial Services Customers Are Changing—and How Brands Should Adapt
Technology factors into customers’ changing wants and needs across many industries—especially in the financial services (finserv) world. We’ve noticed a lot of big changes in this sector just in the...
View ArticleHow Inferred Feedback Can Support Traditional CX Survey Solutions for...
Whether your customers are visiting your storefront, browsing your website, unboxing your product on TikTok, or reading a review site, consumers interact with your brand in countless ways and places....
View ArticleTrying to Improve Your CX Program? Three Questions You Need for a New...
Sometimes all we need is a shift in perspective. You can sit all day racking your brains for the answer to how to improve your CX program, but more often than not, creative answers require asking the...
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How to Translate a B2B Customer Journey Map into a Survey Strategy
Creating a customer journey map is the first step toward designing a superior customer experience (CX) that drives end-user growth. Rather than rushing in and narrowly focusing on a single touchpoint...
View ArticleInMoment Acquires Lexalytics: Leader and Pioneer of Structured and...
Today, we announced that Lexalytics is joining InMoment. As the leader in Experience Improvement (XI) this is another step in our continued effort to bring the best and the brightest in technology and...
View Article5 Ways to Get CX Buy-In from Frontline Employees
Frontline employees are constantly tasked with metrics—handle time, occupancy, attendance, and, of course, customer experience (CX). However, all of this focus on metrics can prevent our frontline...
View ArticleCustomer Service During COVID-19: Three Tips For Navigating Sky-High Customer...
Delivering customer service during COVID-19 was a challenge across the board-— but perhaps no industry was hit harder than travel and hospitality. Hemant Chawla, Sofitel Wellington’s Guest Customer...
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Healthcare Reputation Management: The Complete Guide
In the healthcare industry, your reputation is built on trust and credibility. And, in a time where opinions are formed in an instant and shared in a second, online reputation management has never...
View ArticleSecuring Brand Loyalty In The Third Wave Of CX
Maintaining customer loyalty has become increasingly challenging in today’s digital-first environment. According to Stanford Swinton, Executive VP at Bain & Company and Founder at NPSx by Bain in...
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Choosing the Best Text Analysis Software for Your Business
In a business landscape that has become digital-first, where consumers’ expectations can change overnight, it has never been more important to the success of your business to be able to understand and...
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InMoment named Leader in Forrester Wave™: Text Mining and Analytics, Q2 2024:...
InMoment is excited to announce its recognition as a Leader in the Forrester Wave: Text Mining and Analytics, Q2 2024. This placement highlights our fierce commitment to innovation, customer...
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Hotel Reputation Management: Boost Guest Satisfaction and Online Ratings
Hotel reputation management has never been more important. With the increased usage of online review platforms and social media, guests hold unprecedented power to shape public perception. A bad...
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Text Mining: Everything You Need to Know
In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback, social media, emails, and internal documents. However,...
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CSAT: What You Need to Know About Customer Satisfaction Score
The ability to track customer happiness with one number can almost sound too good to be true. However, the CSAT score is used by businesses across the world to track their customers’ happiness and...
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How to Read the Forrester Wave for Text Analytics: A Guide for Buyers
With the increased adoption of AI in business across all industries, there has also been a rise in text mining and analytics. This software, which exists as an extension of AI and natural language...
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The Power of Brand Equity: Why It Matters for Your Business
What is Brand Equity? Brand equity is the measure of the perceived worth of a brand’s product, especially when compared to a generic equivalent product. Brand equity is a measurement of how much...
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