The InMoment Blog

Your Guide to Customer Experience Management

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.

January 2, 2020

A Clear 2020 Vision: Best CX Practices for the New Year

Aligning your organization on a metric framework is a crucial step in achieving your CX improvement goals. And what better time than the beginning of the year? With a strong customer experience strategy in place, you can move through 2020 with a clear, winning vision that delivers profound results.  

December 17, 2019

Relationship Goals: Using Surveys to Capture Complete Brand Experiences

Relationship surveys are comprehensive, high-speed tools that can deliver a high volume of feedback in a short span of time. Brands that use them can understand what their audience thinks about a variety of different interactions, and create a cumulative sense of how their relationships with customers are changing over time. 

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