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.
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.
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 findings to see what’s trending now.
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.
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 drive purchasing behaviors, others have glaring opportunities that may be the barrier to converting the browse-only consumers to purchasers.
With six different breeds of contact center zombies now roaming your floors, you had darn well better be able to identify each one on sight (or sound or smell) and know where to aim your weapon—oh, that’s right, you will most definitely need the right weapons. Our zombie guide gives you everything you need. By the time you’ve read its pages (or even just looked at the pictures), you’ll know which zombie needs a swift harpoon to the brain and which can be carefully cured.
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 across 12,000+ Post Office locations.
Kicking off Call Center IQ’s 2015 Omnichannel Customer Experience Summit, InMoment Head of Contact Centers Eli Fillmore partnered with CCIQ Head of Research Brian Cantor to divulge the latest research-driven, contact center–focused recommendations on how to evolve in the face of an ever-changing landscape.
While consumer-facing (or B2C) companies have been the face of the CX movement, it’s the business-to-business (B2B) enterprises that have always had incentive to create and sustain long-term customer relationships. Yet, something has been missing from B2B’s collective approach to CX: a comprehensive, enterprise-wide focus.
As customer experience (CX) becomes increasingly important as a competitive differentiator, marketing leaders are “on the hook,” according to analyst firm Gartner. However, many marketers don't have the necessary knowledge or perspective to effectively transition from postulating about customer experience to actually practicing CX best practices.
Poor customer experiences plague every business. They’re a symptom of many different business diseases. Some are preventable. Most are curable. Immunizations and remedies are available in the form of Voice of the Customer (VoC) programs, and they’re clinically proven to improve the health of your contact center.
B2B organizations have always had incentive to create and sustain long-term customer relationships. What’s been missing, however, is an enterprise-wide focus of the complete customer experience (CX). This 8-question assessment will show you how your CX initiatives fare compared to other B2B organizations.
He describes it as “a semi-cognitive system designed to encourage customers to give better and more feedback in real time.” In this symposium presentation, Kurt Williams goes behind the scenes on embedding sentiment analysis into InMoment’s award-winning Active Listening product to vastly improve upon the customer survey comment box of old.
With 217 stores across the UK and an extensive online offering, Matalan places emphasis
on providing customers with high-quality products at great prices. The company wanted to achieve an even greater understanding of its customers’ experiences, both in Matalan stores and online, and sought a partner to provide a
more dynamic feedback system and enhanced customer insight.
Your customers expect—and demand—a great experience each and every time they interact with your brand. Discover how your brand can use (1) advanced VoC tools and technology, (2) omnichannel customer engagement, and (3) social advocacy to gain valuable customer experience insights and achieve new levels of success.
More than 9,000 American consumers rated a range of elements from their most recent experiences with quick-serve restaurants (QSRs). Areas of strong consensus and stark disparity revealed key drivers and striking stories for helping brands as they compete on the guest experience in today’s QSR space.
Supplementing this year’s QSR benchmark study with additional research, the InMoment Consumer Insights Panel has put together a summary report identifying trends, drivers, and insights for helping QSR brands understand the top focus areas for satisfying guests, fulfilling brand promises, and sustaining success.
Watch and listen as InMoment’s International Managing Director, Gary Topiol, discusses the corporate imperative of becoming a more customer-centric organisation. In the presentation, Gary advocates the industry transition from customer feedback to customer stories and offers advice on how brands can better listen to their customers.
The customer experience (CX) is an increasingly important differentiator, and marketing leaders are “on the hook” (just ask Gartner). Yet, many have neither the knowledge nor the perspective to turn postulation into practice. Join InMoment CMO Kristi Knight for insight into taking that leap from theory to execution.
Dave & Buster’s has seen a lot of success. And change. Through it all, their promise of “great food, drinks, and big-time fun served up by the friendliest people in town” has been a consistent theme. Join D&B director of strategic initiatives, Helmuth Mayer, as he discusses keeping their guest experience program relevant and effective.
Tools, ideas, and strategies exist for cultivating employee engagement—but one resource remains grossly underused: Voice of Customer (VoC) intelligence. Known predominantly for its role in customer experience improvement, VoC often achieves this through improving employee engagement. Like everything else in today’s market, your employee engagement initiatives will work most effectively when centered on the customer.
Business-to-business (B2B) companies are joining the Customer Experience (CX) groundswell and redesigning their organizations to put customers at the center. In a study of more than 100 B2B executives, CustomerThink and InMoment explored how companies are developing their CX programs to drive better business results.
Find out what attendees had to say about InMoment’s 2015 CX Elevated conference held in Birmingham, England. Our annual conference brought together professionals from various industries, including retail, food service, hospitality, contact centres, and more, to learn about the latest Voice of the Customer (VoC) and customer experience (CX) solutions.
Join InMoment’s chief marketing officer, Kristi Knight, as she gives a sneak peek into her upcoming Loyalty360 webinar on June 23, 2015 at 1 p.m. (ET). During the webinar, Kristi will share insights and advice on how to close the gaps between customer experience theory and execution across every level of your organization.
Walk through our intelligent feedback and reporting process from the perspective of customers, callers, agents, supervisors, and executives. You’ll see integrated speech-to-text and text analytics at work throughout the omnichannel journey, creating a more engaging experience, highly relevant data, personalized training materials, and more.
The Call Center IQ (CCIQ) 2015 Executive Report on the Customer Experience is driven by exclusive marketplace research and enhanced by commentary from industry experts. It works to understand customer experience goals, benchmark existing performance, identify challenges, and uncover pathways to improvement.
Any business with plans to live long and prosper needs its customers playing a central role. With so many real-world examples on display in B2C industries, the question is no longer even up for debate. In B2B industries, however, the examples of those who have taken up the torch are much fewer and farther between—which means there are even larger opportunities to stand up and lead.
Retailers that listen to—and act on—the Voice of the Customer (VoC) can expect a marked improvement in overall customer satisfaction. This isn’t theory. It’s fact. In our latest trendagram, created in partnership with Retail Info Systems News (RIS), we provide you with some hard numbers, so you can see for yourself.
Real-time customer feedback and recent research are here to take the guesswork out of your job. By adding current context about your customer experience—and relevant solutions for it—this event will show you what customers want and the best ways to give it to them.Two of our favorite people, Lonnie Mayne and Amy Torani, discuss highlights […]
The B2B environment is an ideal hunting ground for customer experience (CX) ambush zombies, like the Hypno Hulk and Helter Hydra. These stealthy undead hide in the communication gaps between vendors and their clients, they stalk their prey within teams of project stakeholders, and they spread confusion that grinds progress to a halt.
Nobody gets away with a casual approach to the customer experience these days. If you want your clients to feel anything remotely close to loyalty, you’ll need to place them at the center of your business. Today, customer-centric brands have a distinct and growing advantage over their dated counterparts.