Welcome to the Library

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

  • CX: Art of the Possible

    As Customer Experience (CX) evolves, the most successful brands are moving away from a simplistic survey/score philosophy to leveraging CX as a comprehensive, necessary driver of change. But making that leap isn’t easy. It’s a complex process that requires strong, skilled leadership, world-class technology, and an unwavering commitment to execution. Erich Dietz, author of “CX: The Art of the Possible” and vice president worldwide strategic accounts at InMoment, discusses the process through the lens of a variety of CX leaders.

    Webinar – July 25th, 2016
  • Engage Your Employees. Boost Your CX Success.

    If you’re ready to take your CX program to the next level, complementing your existing VoC efforts with an employee engagement program can dramatically increase your customers’ overall satisfaction with your brand. Take a look at our most recent infographic to find out how to improve your brand’s CX success by investing in employee engagement. .

    Infographic – April 27th, 2016
  • CX: The Art of the Possible

    Today’s most successful brands are moving away from the traditional, score-based survey philosophy to viewing customer experience (CX) as an integrated, cultural driver of change. It’s a complex process that starts by creating a culture of accountability and ends with driving business results through insights instead of scores. Click Here to Download PDF.

    White Paper – March 29th, 2016
  • Learn » Client Success

    maurices Uses Predictive Analytics to Understand Customer Segments, Increase Loyalty, and Improve Experiences

    For more than eight decades, maurices has valued long-term customer relationships. That history led management to enlist InMoment in upgrading their customer listening program. Now combining customer data, VoC insights, and predictive analytics, they are finding enhanced insights. Click Here to Download PDF.

    Case Study – February 22nd, 2016
  • Learn » CX Trends

    Annual CX Trends: Brands and Consumers Don’t See Eye-to-Eye on Critical Issues

    Led by resident data scientist, Dr. Paul Warner, the InMoment Panel Insights Team combed the quantitative and qualitative data of our second annual CX Trends Report to suss meaningful stories and insights. This webinar takes a look at six key benchmarks and other 2016 findings to see what’s trending now. Watch the Webinar.

    Webinar – January 29th, 2016
  • What’s the Objective? CX Assessment for Contact Center Pros

    Just because the customer is at the center of the customer experience, that doesn’t mean businesses always have the customer’s best interest in mind. Does yours? Take our quick assessment, based on CCIQ’s latest Executive Report on Customer Experience findings, and check out how you stack up against your contact center peers when it comes to CX. Start the Assessment.

    Assessment – December 14th, 2015
  • 2016 CX Trends: Trending Positively Toward Personalization and Transparency

    This year, both consumers and brands came together in crowning an undisputed #1 CX Trend. As a common theme in their comments, we were able to explore ways the two groups define it, desire it, and—in the case of brands—design it. Get up close and personal (hint, hint) with this top trend and other findings in our report. Download the Report Inside the Report • Aligning on the positivity of customer feedback • Progressing toward the proactive side of CX planning • Six trends for 2016, rated by consumers and brands • Where consumer-brand interactions break down • Putting quality before quantity.

    Report – December 3rd, 2015
  • Barriers & Perceptions: Retail’s Critical Customer Experience Drivers

    While some industry segments and companies are winning in the area of customer experience, others are not. And while some segments possess clear strengths that seem to be driving purchasing behaviors, others have glaring opportunities that may be the barrier to converting the browse-only consumers to those that purchase. Download the Report Inside the Report • Overall satisfaction within the Retail Industry • Key Strengths & Opportunities in the Retail Industry • Gender Differences in Customer Experience • The Key Role of Staff • Brands That Are Winning • Customer Experience & Perceived Value.

    Report – November 27th, 2015
  • Building Emotional Currency with Your Customers

    The customer journey has “relationship” written all over it; its path is pocked with moments where your organization has the opportunity to either deepen ties or damage trust. Join Behavioral Psychologist Paul Warner and InMoment VP of CX Greg Lloyd for a discussion on good relationship strategy. Watch the Webinar.

    Webinar – November 18th, 2015
  • VoC 2.0: How to Drive Decisive Action on Multichannel Feedback

    Join our panel of professionals and practitioners for a CX Mastery session that goes beyond the “scary parts” of your organization to a place where Voice of Customer (VoC) surpasses “mapping and reacting” and leads to inspirational organizations flush with conflict-resolving context. Watch the Webinar.

    Webinar – October 30th, 2015
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