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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,...

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Why 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...

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Three 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...

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3 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...

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How 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....

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Trying 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...

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InMoment 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...

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5 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...

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Customer 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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