The InMoment Blog

Your Guide to Customer Experience Management

June 17, 2019

5 Customer Experience Trends to Consider in 2019

Though companies lag behind in providing exceptional CX, there are simple ways to catch up and forge stronger customer connections. InMoment’s study paints a picture of brands chasing down elusive CX success, but also exposes a realm of uncharted terrain. Here are five key CX trends spotted in the data:

May 28, 2019

The Future of Feedback Is Here—It’s Time to Move Beyond Surveys

I recently caught a terrific article in the Wall Street Journal skewering the over-reliance on Net Promoter Scores. As I...

May 23, 2019

Because CX Surveys Just Aren’t Enough: Why We’re Investing in InMoment

Coming to Madison Dearborn Partners from Nielsen — one of the largest data companies in the world — I knew...

May 14, 2019

Why CX Leaders Need to Rethink Using Incentives for Employees

Incentivizing employees is commonplace for organizations aiming to increase performance within their workforce. However, tying compensation and incentives to customer experience might provide a short-term bump in employee performance, but it may do more harm than good in the long run.

May 1, 2019

How to Select Customer Experience Metrics That Put Your Program on the Path to Success

The volume of CX data and metrics made available to brands is seemingly limitless. From NPS to OSAT and Customer Effort Score, effectively measuring customer experience boils down to focusing on the metrics that matter most to your business.

April 22, 2019

4 Guest Experience Trends in the Restaurant Business: Engaged Employees, Third-Party Delivery and More!

It is more important than ever for brands to deliver a great experience to ensure that they keep (and hopefully grow) their share of the market and keep guests coming back visit after visit—even though they have countless dining options.

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