Welcome to the Library
A catalog of resources on how to elevate your Customer Experience.
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. .
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.
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.
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.
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.
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.
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.
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.
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.
Post Office® Voice of Customer Programme, Powered by InMoment
Few businesses are relied upon in the way the Post Office is. With customers counting on them for deliveries, government services, travel support, and much more, the customer experience is as intricate as it is vital. Go inside the Kingston Upon Thames branch to see and hear how customer voices are shaping a consistent experience to drive satisfaction and success across 12,000+ Post Office locations. .