The InMoment Blog

Your Guide to Customer Experience Management

November 29, 2018

Sharing Means Caring: What Brands Need To Know In The Post-GDPR Era

Data is the new currency. But without trust, brands can’t cash in on it, and it may actually cost them. Since consumers have more power over their data than ever, it’s up to brands to explicitly state the value they'll deliver in exchange for it — and then consistently keep their promises.

November 15, 2018

Three AI Applications to Transform Your Customer Interactions

There’s more need – and competition – than ever to deliver meaningful and powerful customer experiences. Fortunately, technology like AI is helping bridge the gap, creating more value for both companies and customers, and allowing brands the opportunity to truly differentiate on customer experience.

November 8, 2018

Consumers Want Experiences, Not Just Transactions: Retail CX Trends You Need to Know

It used to be that retailers considered the four “P’s” of marketing when pushing their wares to consumers: product, price, promotion and place. Today, however, not many brands can rely on a single “P” to differentiate, but are instead dependent on one big “E:” experience.  

October 25, 2018

Earning (and Destroying) Customer Loyalty: Retail CX Trends You Need to Know

I’ve heard a lot of CX and marketing pros declare the old-school type of loyalty -- “faithfulness to which one is bound by pledge or duty” according to Merriam-Webster -- is dead. We wanted test this assumption while also exploring whether there might just be more complexity to customers’ commitments.

October 17, 2018

Retail CX Trends You Need to Know: Trust and Mistrust are Earned

88 percent of respondents agree that trust is “extremely important” when deciding where to shop (with 40 percent say they strongly agree). It’s not surprising that customers want to shop with brands they trust. What is surprising is that brands might have some misconceptions about what earns and breaks customer trust.

October 3, 2018

Four Guiding Principles for CX Metrics with Meaning

CX metrics help us understand our company’s relative position, reinforce expectations and key behaviors in our teams, and quantify our level of impact and achievement.  Because of this, many program owners and stakeholders spend their time agonizing over what questions to ask of their customers. Though this is important, I would like to suggest that CX experts begin with a different approach, asking: What business outcome do we want to influence and why?

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