Welcome to the Library

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

  • 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 .

    Video – November 30th, 2016
  • [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 – November 23rd, 2016
  • [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. .

    Podcast – November 21st, 2016
  • 12 Minutes to Utilizing Employee Feedback to Impact CX

    Customer feedback is only part of the CX equation. Employees are an untapped resource that can provide insights that might normally be missed. How does a business tap into this resource, and and how does it ensure the right questions are asked?Download MicroMoment .

    Infosheet, MicroMoments – November 18th, 2016
  • 4 Steps to a Successful VoE Program

    Your employees are at the forefront of your customer experience, and being so close to your customers can have an effect on revenue, both negative and positive. Employee insights coupled with VoC data give an organization a complete view of how to improve customer experiences. Knowing what steps your organization can take to launch a successful VoE program will help you access this untapped resource and close the Customer-Employee Profit Loop. Download Info Sheet.

    Infosheet, MicroMoments – November 17th, 2016
  • Better CX Begins with Employees

    Your employees understand both your customers and your business. Use their expertise to understand root cause, uncover patterns and trends, and create a truly differentiated customer experience. Learn how your brand can integrate the voice of the employee into your customer experience by reading our latest white paper, “Better CX Begins with Employees. ” Your employees understand both your customers and your business.

    White Paper – November 15th, 2016
  • [Webinar] How You Listen Matters

    [Webinar] How You Listen MattersAs companies turn toward customer experience as a way to rise above their competitors, one of their first instincts is to ask questions. Lots of them. But today's customers want conversations, not interrogations. Using outdated methods and technologies will leave you with weak insights and damaged relationships.

    Webinar – November 4th, 2016
  • [Podcast] Getting to the "Why" Behind Your Data with Hub 2.0

    By now, most businesses have learned how to get basic data like what products are being purchased, who is buying the product, where products best perform, etc. Until now, what hasn't been as easy to acquire is the most important question: Why?Join Joel Diamond, our director of product, and Meghan Mitton, our director of product marketing, as they discuss the pain points associated with unstructured data, and how to get to the "why" with the new solutions launched in Experience Hub 2. 0, the next generation of InMoment's customer experience (CX) platform. You'll get a taste of features like Resolve, which focuses on prioritizing escalating issues, and Explore, a fast and efficient way to identify patterns in unstructured data, as well as Voice of Employee (VoE), a revolutionary approach to empowering employees while leveraging their frontline insights to address CX problems before they happen.

    Podcast – October 19th, 2016
  • Welcome to the VoCX Podcast Series

    Welcome to the Voice of Customer Experience — or VoCX — podcast series that we’ll be presenting to highlight best practices, trends, new technologies and success stories from some of the greatest minds and brands in customer experience. To kick off the series, we have Lonnie Mayne, president here at InMoment. Lonnie is a seasoned CX executive, speaker, CXPA board member and passionate CX advocate. .

    Podcast – October 4th, 2016
  • Driving Long-Term Loyalty vs. Short-Term Behavior

    Is customer loyalty dead? James Bolle, InMoment’s head of client services for the EMEA, answers that question in an interview originally conducted at the 20:20 Customer Experience Summit in London. .

    Podcast – October 4th, 2016
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