Welcome to the Library

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

  • The British Citizen Awards: How Ordinary People Are Living "Red Shoes"

    We feel privileged to have had the opportunity to be part of the British Citizen Awards (BCA), which recognises UK citizens who make a difference by routinely offering their time and talents to others around them. The dedication of these medalists to their community is outstanding and inspiring.   This was our third partnership with the BCA, and we look forward to more of these opportunities in the future! .

    Other – March 14th, 2017
  • CX Elevated 2016 Highlights

    Most conferences are either slow death by never-ending slides, or so flashy that they leave attendees with only superficial takeaways. At InMoment's CX Elevated, we try to strike that balance of both fun and fulfilling. Check out the highlights from our 2016 conference below, and if you haven't already, be sure to register for #CXE17! .

    Video – February 21st, 2017
  • 4 Minutes to DIY Data Exploration

    Your customers are sharing comments daily via surveys, social posts, and review sites about your products, staff, and services that hold the answers to your improving on your business. How do you find answers to specific questions in a sea of so much information? Don't send another survey—use Explore to query the data you already have. Download the MicroMoment Now.

    MicroMoments – February 9th, 2017
  • [eBook] A Score Is Only Part of the Story. You Need More.

    Scores are important. They're essentially a scorecard for your business. But sometimes you need more. This eBook outlines InMoment's philosophy on how customer stories, and the insights you get from them, can help you steer your business.

    eBook – February 6th, 2017
  • 2017 CX Trends Webinar

    The Increasing Impact of Emotion and PersonalizationFor the third consecutive year, we at InMoment have conducted our CX Trends Report examining how customers and brands prioritize essential elements of customer experience (CX), as well as exploring emerging trends. This year, we took a deep dive into emotion and personalization.  In this webinar, InMoment's SVP of Customer Experience Strategy, Brennan Wilkie, and VP Head of client services in EMEA, James Bolle, share some very interesting insights from the report. Here are some of the topics you'll hear: Which emotions customers identify with great experiences versus bad experiencesHow customers and brands view personalization and what that means for your businessThe disconnects between how brands and customers view CXFor more CX insights, download the full 2017 CX Trends Report.

    Webinar – January 30th, 2017
  • 2017 CX Trends Infographic

    Broken promises and unmet expectations will harm any relationship, and that’s particularly true for brands and their consumers. It may seem obvious, but consumers are both happy and loyal when brands simply deliver on what consumers feel they’ve been promised. So while many brands believe consumers are simply let down when their expectations are not met, the reality is that consumer emotions are much stronger and more personal. Click here to see the full 2017 CX Trends Report.

    Infographic – January 25th, 2017
  • 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
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