The InMoment Blog

Your Guide to Customer Experience Management

February 11, 2020

5 Steps to Train Your Employees in New CX Initiatives

The truth is that while everyone knows training is important, it is easy for it to get lost in the list of day-to-day tasks—especially if the approach isn’t accessible. In order to set yourself—and your business—up for success, you need to avoid over-complicating things when it comes to rolling out employee training for your new program, but that’s easier said than done. To get you started, I've outlined 5 easy steps to help you craft an effective CX  training approach for your business.

February 4, 2020

Is Net Promoter Score Dead?

NPS’s benefits have earned it plenty of acclaim since its 2003 debut, but the metric has faced skepticism in recent years from some CX experts. Some of these practitioners have gone so far as to proclaim that NPS is “dead” and that organizations should leave it behind. What follows is a quick, honest look at these claims and at NPS’s place in today’s experience landscape.

January 28, 2020

A New Recipe for CX Success with Auntie Anne’s

Auntie Anne’s understands that the guest experience and the employee experience are closely connected. But as a quick-service restaurant chain connected through millions of pieces of data and feedback, it became nearly impossible to understand exactly how the two are connected...

January 21, 2020

Prioritising Customer Experience in The New Year

Figuring these organisation-wide New Years resolutions out is never a small task, but it’s not insurmountable, either. Practitioners who want to tackle the new decade with gusto and prioritise projects in 2020 can do so by following a few simple steps.

January 14, 2020

5 Steps to Improve Your CX Strategy in 2020

With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. But the development and execution of a successful CX strategy can present serious organizational challenges. Here are several tips to help your business maintain company-wide alignment and reap the benefits of CX transformation.

January 7, 2020

Can You Hear Me Now? How to Listen for, Identify, and Fix Organizational Problems

Sometimes, the problems holding your organization back are easy to spot. Much of the time, though, organizational issues are well-hidden,  well-integrated, or simply entrenched into the operating rhythm, which makes fixing them a bit more complicated. What follows is a quick overview of those tools and the best practices to bear in mind while using them.

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