The InMoment Blog

Your Guide to Customer Experience Management

February 28, 2019

The Future of Customer Experience: Why You Should Widen Your Perspective to Experience Intelligence

Given the speed at which customer experience is evolving, you might be surprised to hear that most vendors are approaching this brave new world with traditional survey processing technologies.

February 21, 2019

Are You Lurking or Listening to Your Customers?—CX Trends You Need to Know

Customer data is one of the most precious sources of intelligence in understanding the health and wealth of your business. Companies are spending billions of dollars each year scrutinizing the vast number of digital interactions, from click through and online conversion rates, to social posts and online reviews. And while these online measures of customer satisfaction and sentiment can deliver important information, the most essential information may lie somewhere else.

February 7, 2019

Is Your Customer Experience as Good as You Think It Is?—CX Trends You Need To Know

For our 2019 CX Trends Report, InMoment surveyed both consumers and brands to understand the alignments and disconnects in how well or poorly customer experience is delivered. While there are some bright spots, the overall takeaway is that most brands are still struggling to find ways to do right by their own needs while also serving the evolving needs and expectations of their customers.

January 17, 2019

How to Use Storytelling to Drive a Winning Customer Experience Presentation

When customizing a story, you should highlight the key benefits that are most relevant for your audience. What do they care about? For example, you can show the C Suite how your work boosts customer satisfaction and key metrics, increases demand for their product, expands their market, and benefits the bottomline. By outlining the central benefits, you are building increased value for your audience.

November 29, 2018

Sharing Means Caring: What Brands Need To Know In The Post-GDPR Era

Data is the new currency. But without trust, brands can’t cash in on it, and it may actually cost them. Since consumers have more power over their data than ever, it’s up to brands to explicitly state the value they'll deliver in exchange for it — and then consistently keep their promises.

November 15, 2018

Three AI Applications to Transform Your Customer Interactions

There’s more need – and competition – than ever to deliver meaningful and powerful customer experiences. Fortunately, technology like AI is helping bridge the gap, creating more value for both companies and customers, and allowing brands the opportunity to truly differentiate on customer experience.

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