Welcome to the Library

A catalog of resources on how to elevate your Customer Experience.

  • 2017 CX Trends: Why Brands Should Care About Emotion

    What is the number one driver of a great customer experience (CX)? According to Forrester, it's an emotional connection. As part of our 2017 CX Trends Report, we surveyed 10,000 brands and 20,000 consumers across the globe to get a better picture of which emotions consumers associate with positive and negative brand experiences. Simon Fraser, Sr. Director of Customer Success (EMEA), and Nan Russell, Head of Global Customer Excellence, provide a brief glimpse of what these emotions are and why they're critical for the relationships brands seek to build with their customers.

    Video – January 20th, 2017
  • 2017 CX Trends Report

    The Power of Emotion and PersonalizationWe just talked to 10,000 brands and 20,000 consumers around the world about customer experience (CX). In particular, we were curious to see what brands and consumers thought about emotion and personalization, and how that weaves into CX. Here are just a few of our findings:38% of consumers associated the emotion “satisfaction” with positive brand experiences, and 40% of consumers chose that same emotion to describe their experience with brands to which they are loyal. Consumers were nearly twice as likely as brands to say they associate the emotion of "anger" with bad experiences.

    Report – January 19th, 2017
  • 8 Reasons to Attend CX Elevated 2017

    Thinking about attending InMoment's conference?  Here's what you need to know. . . .

    Infographic – January 12th, 2017
  • Learn » Client Success

    Eat, Drink, Play, Watch...and Listen: How Dave & Buster’s Uses CX Intelligence to Create Memorable Guest Experiences

    The self-proclaimed home of eat, drink, play, and watch, Dave & Buster's promises exceptional service, fun for everyone, and something new at every visit. With a commitment to superior guest experience already in place, it partnered with InMoment to track its efforts over time and inform tactical and strategic improvements. Download the Success Story.

    Case Study – December 21st, 2016
  • If Your Customer Experience Was a Movie

    With the holiday season in full swing, we thought it would be fun to take a pulse on behalf of U. S. retailers to see what kind of experience their shoppers were having. We chose to look back on one of the busiest days of the year—Black Friday—and were genuinely surprised at the findings of our study.

    Infographic – December 19th, 2016
  • [WEBINAR] 2017 CX Trends: The Increasing Impact of Personalization and Emotion

    For the past three years, InMoment has conducted a study examining how customers and brands prioritize essential elements of CX, as well as exploring emerging trends.  In this on-demand webinar, Brennan Wilkie, InMoment's SVP of Customer Experience Strategy, provides a sneak peek into some of these findings, including a special look into brands' personalization efforts and the emotions of consumers:"Despite all the talk about exceeding expectations, our customers’ wants are quite basic.  They simply want what they believe you, as a brand, have promised them.  When there is alignment between your brand promise, the customer expectation, and the customer experience – customers are happy.

    December 12th, 2016
  • 2017 CX Trends Report Preview (CX Exchange in Europe)

    How do consumers define personalised customer experiences? How do brands define it? What are the emotions customers experience when brands break promises?Nan Russell, InMoment's Head of Global Centre of Excellence previews our first multinational CX Trends report at the CX Exchange Europe event in Brussels. This presentation was given on November 8, 2016. .

    December 5th, 2016
  • Learn » Client Success

    How More and Richer Data Drives Business Decisions for H&R Block

    With so much of H&R Block’s business condensed into a short and intense timeframe, collecting and analyzing client feedback—in time to make a difference—is especially challenging. It wanted a solution that would deliver more data, more timely feedback, and more actionable insights. Download the Success Story.

    Case Study – December 1st, 2016
  • Learn » Client Success

    Smile, You're on Camera: Video Feedback Gives Cabela's Results it Can See

    Several years ago, Cabela's leadership embarked on a growth strategy centered on opening smaller, simpler versions of its traditional stores. But how does a brand whose brick-and-mortar locations have achieved travel destination status recreate an equally compelling experience on a smaller scale? The answer was listening to customers in more ways and in more places, netting richer data. Click Here to Download PDF.

    Case Study – December 1st, 2016
  • Learn » Client Success

    Life Outside the Box: How Pizza Hut Delivers Innovative Customer Experience by Harnessing the Power of Employee Stories

    When Pizza Hut decided to undergo its biggest brand overhaul in its 56-year history, it wanted to ensure it did not overlook the things its customers and employees love most about the brand. It found that when given a genuine opportunity to speak freely about their work experience, employees provide the input needed to drive a company forward. Download the Success Story.

    Case Study – December 1st, 2016
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