CX Check-Up: Injecting Omnichannel Engagement into Your Contact Center

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.


Fundamentals Found: CX Objectives, Metrics, and More

We composed an interactive shortlist of 5 key findings pulled from the Call Center IQ 2015 Executive Report on Customer Experience. Step inside to see what contact center leaders view as the ultimate customer experience (CX) objective and the building blocks to get there.


70% Success: The State of B2B Customer Experience

In a recent global study of more than 100 B2B executives, CustomerThink and InMoment explored how companies are developing their customer experience programs to drive better business results. Inside are some of the key insights revealed and what organizations had to say about their CX initiatives.

Insight Allows Matalan to Shape Business Around Modern Families

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.


Understanding: More than Just Scores

The heart of the Experience Hub is its ability to understand not just scores and responses but customers’ actual stories. We use a variety of sophisticated technologies to help you explore those stories in deeper, more impactful ways, to drive better business results.


Drivers, Differentiators & Double-Standards: Insights from QSR Consumers

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.


Positive Identification of Top QSR Characteristics

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.


Gary Topiol Presents at Executive Customer Contact Exchange

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.

Unknown Unknowns: What Marketers Still Need to Learn about CX

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.


Grounded in the Experience: Putting the Customer at the Center of Employee Engagement

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.


Customer Experience Elevated (EU) Highlights

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.


How Customer Centricity Is Transforming Contact Centers

We are living and working in The Age of the Customer, where companies are tapping into big and small customer data to re-engineer their business structures and form increasingly personalized relationships with customers. Join us in walking through recent research on how to do it right.

Surprising Secrets Behind Today’s Most Successful QSR Brands

Benchmark studies are valuable tools for understanding how your brand measures up against the competition, but there’s always more to the story than just the numbers. InMoment’s QSR study takes you inside and beyond the rankings to explore why long-standing satisfaction drivers are now shifting.


Demo: The InMoment Solution for Contact Centers

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.


CCIQ 2015 Executive Report on the Customer Experience

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.

Customer Experience, Now: 5 Steps to Embed Customers in Your Culture

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.


Food Service Has an Appetite for Advocacy

Justified or not, consumers trust fellow consumers more than they trust brands. In fact, a 2013 Nielsen Global Trust in Advertising survey found that 84% of people trust the recommendations of people they know and 68% trust online customer reviews.


Call Center IQ (CCIQ): 2015 Customer Experience Summit

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 […]


Know Your Enemy: The CX Zombies of B2B, Ambush Predators

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.


Four Keys of Customer-Centric Organizations (B2B)

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.


Why Implement a VoC Program? (B2B)

In the Age of the Customer, simply delivering a great product or service isn’t good enough. And because the lifetime value of each business customer is exponentially greater than a consumer, the stakes are even higher, requiring you to understand the key drivers that keep your customers returning.


State of Contact Centers: Omnichannel CX

We’ve got a modern-day Tower of Babel situation on our hands in which businesses are experiencing confusion of language. Two industry buzzwords are responsible for this semantic breakdown: multichannel and omnichannel.


Retail Is Ripe for Advocacy

Justified or not, consumers trust fellow consumers more than they trust brands. In fact, a 2013 Nielsen Global Trust in Advertising survey found that 84% of people trust the recommendations of people they know and 68% trust online customer reviews.


Visual Data: Listen with Your Eyes

Most people aren’t data analysts, and they shouldn’t have to be. The best Voice of Customer (VoC) solutions use data visualization to share real-time, role-specific insights with those in both strategic and tactical roles—so they can take immediate, informed action.


Make Them Feel Valued. Make Them Feel Heard.

Voice of Customer (VoC) in 2015 is more than an exercise in collecting insights; it’s an opportunity to strengthen loyal customer relationships and deliver key elements of your differentiated customer experience. Need proof? 644 consumers and 131 brand representatives ranked top CX trends for the year and shared insights—and that’s what they told us. Only they said it better.


Introducing Active Listening

InMoment’s Active Listening suite applies text analytics to customer stories in a unique and patent-pending way to get better insights, drive smarter action, and make the experience a little more fun and a little more human for your customers.


Empathy Map: Using Empathy to Better Understand Your Customers

Take the customer stories our products collect to the next level by creating an empathy map, inspired by Copyblogger Media. This exercise combines key stakeholders and decision makers in your company to discuss how your brand experience can better meet your customers’ wants, needs, and expectations.


Red Shoes: The Sole of Omnichannel Engagement

Watch Express’ Jim Kaniaris (Vice President, Customer Experience) and InMoment’s Lonnie Mayne (President) during Loyalty 360’s Engagement & Experience Expo as they discuss how Red Shoes experiences lie at the heart of omnichannel customer engagement.

The Voice of the Customer: The 2014 Report

According to a recent survey, 92% of contact centres in the UK are currently actively capturing customer feedback. But what, if anything, is being done with that feedback, and how is it influencing and shaping business strategy?


Executive Report on the Omnichannel Customer Experience

For this executive report, Call Center IQ conducted their research with an audience of customer service, customer experience, and contact center professionals. Respondents represented buy-side organizations, vendor organizations, and independent consultancies. A panel of 7 channel technology professionals, including InMoment President Lonnie Mayne, were also called upon to contribute insights from their experience with the omnichannel customer experience.


Listening to the Voice

Voice of the Customer (VoC) technology lets retailers infuse customer feedback across the enterprise. How? First, by capturing it. Because you can’t infuse what you can’t hear. What’s more—just humor us for a second—you can’t hear what you can’t see. Okay, so that’s not entirely true, but in the case of enterprise-wide customer listening, you do need to let text analytics, dashboards, and visual reporting do the heavy lifting, because your ears just can’t get the job done on that scale.


Customers Are Speaking: Are You Listening?

Consumers talk. They do it on a scale that staggers. They do it at a speed that mystifies. They open their mouths and reveal their hearts. The yarns they spin explain current behaviors and expose future trends—to those with the listening capabilities to keep up, that is. This report shows the ways top retailers can tune in and turn out high-value customer experiences.


Unwrapping Holiday Shopping Trends

The holidays are here again, and it should be no surprise that mobile shopping is set to play a big part. By following how customers are interacting with their devices, retailers can gain critical insights into how to create rewarding, personalized experiences across their shopping channels. Check out this tannenbaum of leading data points that will be shaping the season.

Customer Wisdom Guides Growth at Total Wine & More

With rapid expansion as a backdrop, the company’s leadership recognized the necessity of engaging their customers. To meet this challenge, they wanted access to detailed customer sentiment about the shopping experience and a sophisticated analysis of that feedback.


A Good Business Should Never Blame Its Tools

As our world advances and develops, technology is becoming a great differentiator. Sure, technology’s only as good as the people who use it, but having the best tools in the business doesn’t hurt either. As the citizens of the world generate unstructured data by the zettabyte, view a few bytes of our own to wrap your head around the Brobdingnagian proportion of this data. Making sense of unstructured data is a messy job; using InMoment’s text analytics can make it a cinch.