Welcome to the Library
A catalog of resources on how to elevate your Customer Experience.
[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.
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. .
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.
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.
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.
James Spills the Beans on 2017 CX Trends Report
We had a quick chat in the bustling halls of Forrester's CX Europe event with James Bolle, VP head of client services in EMEA for InMoment. James offers up a sneak peek of some of the findings from our upcoming 2017 CX Trends report, including the importance of personalisation, as well as the relationship between expectations and emotion. "Most organisations have enough data—they know who their customer is, they know where they're shopping, they know when they're satisfied," says James. "What brands don't understand is why their customers are satisfied or why they're not satisfied.
Tesco: We Went from Mystery Shoppers to Always-On Customer Feedback
For Dan Portus, Insight to Action Programme Manager at Tesco, getting a feel for the overall experience of a customer takes more than occasional undercover visits. We caught up with Dan after his presentation at Forrester's CX Europe event to hear how Tesco empowered the owners of 2600+ store locations with online, always-on customer feedback. "For the first time, we were able to tell [our smaller shops] what their customers are thinking about their experience," says Dan. "If we stay connected to our customers wherever we work, we're more likely to make the right decisions for the customers.
How Tesco Is Serving Britain's Shoppers a Little Better Every Day (CX Europe Presentation)
Tesco, a mammoth retailer with half a million employees across the globe, recently embarked on a very positive and important journey to learn the thoughts and feelings of its customers. Join Dan Portus, Insight to Action Programme Manager at Tesco, as he shares how the brand's new voice of the customer programme has engaged employees, increased market share, and ultimately served Britain's shoppers a little better every day. Watch the Presentation .
[Podcast] The Customer Employee Profit Loop: How Engaged Employees Impact CX
Happy employees = happy customers = higher profits, right? Well, sort of. There are actually several different variables that strongly affect the CX equation. Join Dr. Paul Warner, PhD, InMoment's VP of employee and consumer insights and Meghan Mitton, InMoment's director of product marketing, as they discuss the reciprocal relationship between engaged employees, company profits, and the customer experience.
[Podcast] Don't Let Variance Kill Your Brand
Is it better for brands to have high satisfaction with wide variance, or slightly lower satisfaction with a more consistent experience?Join James Bolle and Simon Fraser, two of InMoment's top client services experts in the EMEA, as they discuss findings from a recent study that challenges existing regional stereotypes in the UK, as well as the real impact of brand variance and why consistency is crucial to an exceptional customer experience. .