The InMoment Blog

Your Guide to Customer Experience Management

July 16, 2019

From Metrics to Meaning: 4 Tips to Getting the Most From Customer Experience Numbers

The limitation of these frequently used CX metrics is that they’re only a surface-level look into past customer experiences. They don’t delve into details, such as why a customer chooses to make a purchase, or the issues that lead customers to leave less-than-favorable ratings. And most importantly, basic customer experience scores fail to uncover how brands can adjust their customer experience strategies to maximize long-term sales.

July 9, 2019

5 Factors to Successfully Measure Employee Experience in Your Organization

Employee experience is about the people behind the company, much in the same way that customer experience is about the people behind the purchase. Understanding what motivates, inspires, and drives action for employees is key to creating better, lasting experiences for them. 

June 28, 2019

How Today’s CX Leaders Can Connect Customer and Employee Experience for Radical CX Innovation

To be innovative, CX professionals need to tap into the full experience ecosystem, harnessing intelligence across channels,  from whenever, wherever, and however your customers are talking to and about your brand, and integrate that with other sources of customer data and analytics. To be radically innovative, however, requires CX professionals to think even bigger—expanding their perspective to also include employee and market intelligence.

June 17, 2019

5 Customer Experience Trends to Consider in 2019

Though companies lag behind in providing exceptional CX, there are simple ways to catch up and forge stronger customer connections. InMoment’s study paints a picture of brands chasing down elusive CX success, but also exposes a realm of uncharted terrain. Here are five key CX trends spotted in the data:

May 28, 2019

The Future of Feedback Is Here—It’s Time to Move Beyond Surveys

I recently caught a terrific article in the Wall Street Journal skewering the over-reliance on Net Promoter Scores. As I...

May 23, 2019

Because CX Surveys Just Aren’t Enough: Why We’re Investing in InMoment

Coming to Madison Dearborn Partners from Nielsen — one of the largest data companies in the world — I knew...

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