Library

  • My Proudest CX Moment: Tesco Ireland

    When Tesco Ireland decided to shift their strategy to focus on customer feedback, they started an organization-wide movement. Watch Customer Insight Manager Jenny Mullins discuss how the addition of audio feedback armed frontline employees with “the why” and the right motivation.

    May 29, 2018
  • Are You Creeping Out Your Customers?

    When does personalization become too personal? Research shows your current efforts could be creeping out your customers. Learn how to avoid this scary side effect with this InMoment infographic!

    May 25, 2018
  • My Favorite CX Moment: Midcounties Co-operative

    The Midcounties Co-operative knew that operator buy-in was a key to creating a CX-centric culture. Brand and Insights Manager Melody Aguero discusses how tying CX initiatives into customer satisfaction results became her proudest CX moment.

    May 25, 2018
  • My Proudest CX Moment: Marston’s

    For Marston’s, customer experience is a clear differentiator. In this episode of “My Proudest CX Moment,” Marketing Manager Sian Hazelhurst reflects on how friendly staff interactions and good conversations keep customers coming back week after week.

    May 25, 2018
  • My Proudest CX Moment: Ipsos

    Stephen Yap, Head of VoC Programmes at Ipsos, has seen the power of CX insights first hand. Watch him discuss his proudest CX moment, where his efforts converted a stakeholder from skeptic to a programme promoter.

    May 24, 2018
  • CX Elevated 2018: EMEA Highlights

    Our annual CX Elevated conference in Birmingham was a success! Thank you to all who attended, presented, and helped to make this event so incredible. If you weren't able to join us, here's a look at all CXE 2018 had to offer.

    May 22, 2018
  • My Proudest CX Moment: UK Post Office

    Mohammed Kamaly, Network and Sales Lead at Post Office, shares how connecting with customers lead to a company-wide initiative to create autism-tailored work opportunities, ultimately strengthening both customer and employee relationships.

    May 17, 2018
  • Bridging the Gap: 8 CFM Solutions that Support a Successful VoC Program

    You know that a successful VoC program should enable you to listen, interpret, act, and monitor, but how? According to Forrester, a CFM platform with these eight capabilities will help you bridge the gap! Click image for full infographic.

    Apr 19, 2018
  • Digital Intercept: How to Collect Customer Feedback Without Ruining the Experience

    Web intercepts are a powerful tool for collecting customer feedback, but if not used wisely, they could interrupt the experience. Check out this eBook to learn the Do's and Don'ts of web intercepts! Download the eBook

    Apr 18, 2018
  • CX Intelligence: Identifying Value through the Noise

    How you listen matters, and in todays world of infinite channels, it can be hard to recognize meaningful information from the noise. InMoment's technology surfaces the high-value data you need to make real business impact.

    Apr 17, 2018
  • My Proudest CX Moment: Westar Energy

    How do you go from finishing last in J.D. Power’s CX rankings to being a customer experience powerhouse? Westar Energy did it by using a cross-functional team to define what customer experience would look like for the company, and in the process, cultivated a customer-centric mindset throughout its workforce.

    Apr 13, 2018
  • CX Intelligence: Targeting Meaningful Areas

    Data confidence is everything when it comes to driving meaningful change in your organization. We help the right people get the relevant information on target areas so you can summit your CX goals.

    Apr 11, 2018
  • My Proudest CX Moment: KARL STORZ

    "This is what we do. This is the heart of our customer experience." — Martin Gabaya, Operations Manager, Customer Support at KARL STORZ

    Apr 06, 2018
  • CX Intelligence: Seeing Potential in Your Data

    When others look at your data, all they see is data. We look through a different lens, seeing the infinite potential and intelligence that can lead to customer experience greatness.  

    Apr 06, 2018
  • CX Intelligence: Adapting to Your Clients’ Feedback

    How are you navigating the world of customer experience? Our groundbreaking technology gives you the ability to adapt your approach and enhance—not disrupt—the customer experience.

    Apr 05, 2018
  • My Proudest CX Moment: UCHealth

    Sonica Rooke, Market Research Manager, shares how UCHealth uses virtual reality to create “freeing” experiences for its cancer patients.  

    Mar 27, 2018
  • How to Avoid Becoming Roadkill on Your CX Journey

    CustomerThink research revealed that just 7% of CX initiatives have created competitive differentiation. Only 23% have realized tangible benefits. Add it up, and less than one-third of CX initiatives can claim the clear "win" that CEOs are demanding. Will your company be a success story, or end up as roadkill on a failed CX journey?

    Mar 27, 2018
  • CX Intelligence: Introducing InMoment

    Innovation and greatness are born outside of boundaries. At InMoment, we are breaking boundaries with our vision for the future of customer experience. Welcome to the Customer Experience Intelligence Cloud.

    Mar 26, 2018
  • Customer Experience Strategy: How to Plot a Sustainable Path to Customer Centricity

    Building a customer experience strategy is like building a home, whether you’re starting from scratch or turning a fixer-upper into your dream home. While the entire process might take months or even years to complete, having a strategic vision for the end result is what truly matters. Just like a new home, building a CX strategy is a multifaceted, multiphase, and often hugely complex undertaking. InMoment’s white paper will discuss:...

    Mar 22, 2018
  • CX Elevated 2018 Highlights

    It was an absolute pleasure to host CX Elevated 2018 in our global headquarters, Salt Lake City! If you weren’t able to attend, here’s a peek at all of the exciting entertainment, informative best practices, and inspiring insights that made up our global conference. To learn more about CX Elevated, check out cxelevated.com!

    Mar 14, 2018
  • The Danger of Data Silos in Customer Experience Management

    How you store your data matters. Ultimately, you want your customer data to be easily compiled so it can be analyzed and provide accurate insights that will actually optimize your customer experience. Unfortunately, if your data is stored in silos, it can provide a distorted view of your customer. Download the White Paper

    Mar 13, 2018
  • Custom Research Solutions: How Marketers React More Quickly to Changing Customer Preferences

    “Today, customer experience is the new brand, and winning requires data—the more, the better. And yet, identifying the right data to model, predict, and improve performance across all touch points is one of the toughest challenges facing CMOs and marketers today.” — Thom Gruhler, Fjuri CEO, Former global CMO of Microsoft's Windows division Download Case Study

    Mar 09, 2018
  • 2018 CX Trends Report

    What "facts" about millennials are actually myths? Where's the line between personalization and being just plain creepy? Download InMoment's annual CX Trends Report to find answers to these questions and more, including five trends that every marketing and CX professional should know in 2018. Download Full Report

    Feb 22, 2018
  • 7 Reasons to Attend CX Elevated 2018 EMEA Conference

    CX Elevated 2018 EMEA conference is your opportunity to dive into the newest innovations and ideas in the world of customer experience. There are many reasons to register, but here are our top seven!    

    Feb 05, 2018
  • 2018 CX Trends: Five Blind Spots of Brands

    Brands have significant blind spots when it comes to truly understanding their customers. In order to help you keep up with your evolving customers, our SVP of CX Strategy, Brennan Wilke has teamed up with CustomerThink.com to discuss findings from InMoment’s 2018 CX Trends Report. Watch the webinar below to learn about the latest developments and this year’s industry hot topics!  

    Feb 01, 2018
  • 9 Potential Pitfalls to Avoid with NPS

    Anyone invested in the customer experience knows that Net Promoter Score® (NPS) is a valuable tool for measuring customer satisfaction—but that doesn't mean there aren't a few traps you can fall into if you're not careful. Here are nine of the most common pitfalls to avoid when implementing and executing Net Promoter inside your organization: Download the Infographic

    Jan 30, 2018
  • 3 Reasons Health Systems Should Invest in Improving Patient Experience

    To provide premium patient care, you need more than a survey, you need a story. Download this eBook to learn how customer experience technology can help the healthcare industry provide positive experiences and create real business impact. Download the eBook

    Jan 19, 2018
  • Marks & Spencer: Sparking a Connection

    “Sometimes service isn't a connection. [It's] the people we employ to protect the brand, project the brand, but also to trust it, understand it, believe it, and breathe it ever single day when they come to work." Download the case study

    Jan 12, 2018
  • Financial Services: 5 Priorities for Providing a Successful Customer Experience

    In the world of financial services, it is vital to evolve with your customers and, like most things today, they are evolving quickly. Luckily, customer experience technology can help finserv providers stay up to date. Download InMoments newest eBook, “Financial Services: 5 Priorities for Providing a Successful Customer Experience,” and learn where you can focus your CX efforts for the most business impact. Download the eBook

    Jan 08, 2018
  • Travel & Tourism: 5 Tactics for Customer-Driven Differentiation

    When people are traveling, they expect a great experience. Learn how you can create memorable brand interactions that set your company apart with InMoment's new eBook, Travel & Tourism: 5 Tactics for Customer-Driven Differentiation. Download the eBook

    Jan 02, 2018
  • 9 Reasons to Attend CX Elevated 2018

    Here at InMoment, we are gearing up for CX Elevated 2018 this February! We are so excited for this year’s event, as we know that this is an incredible opportunity for anyone, anywhere in their CX journey.     You can register for CX Elevated 2018 here!

    Dec 06, 2017
  • Westar: Harnessing Positive Energy

    “We want to take proactive steps to better communicate with our customers so we can provide a superior customer experience— not because we have to, but because it’s the right thing to do.” Download the case study

    Dec 05, 2017
  • 3 Myths of Retail Customer Experience

    Every culture has its popular myths: Bigfoot, the abominable snowman… the list goes on. Here are a few myths from retail culture that we uncovered in our recent 2017 Retail Trends Report.     You can read the full 2017 Retail Trends Report here!

    Nov 30, 2017
  • Humans vs. Robots in Retail

    InMoment's 2017 Retail Trends Report explores the changing landscape of retail, and in the process, uncovers the essential yet distinct roles that both technology and human beings must play to satisfy the changing needs of consumers. In this webinar, InMoment's SVP of CX Strategy, Brennan Wilkie, discusses the highlights from the company's 2017 Retail Trends Report. Tyler Saxey, Director of Customer Experience for Foot Locker, discusses how these trends are...

    Nov 16, 2017
  • The ROI of CX Transformation

    In a perfect world, your CX efforts would be a top priority throughout your entire company, but that’s not always the case. With top-level buy in being so necessary for success, it falls on CX leaders to create a CX business case and prove ROI before any substantial progress can be made — but how? In this InMoment webinar, guest speaker Maxie Schmidt-Subramanian, principal analyst serving customer experience professionals for...

    Nov 14, 2017
  • Six Critical Areas Most VoC Vendors Get Wrong

    With so much depending on the excellence of your organization's customer experience, you want to get the best possible intelligence. With so many options for a Voice of Customer platform, how do you identify which features will actually impact improving the experience?  Here are six critical areas you should consider.     When your platform does more, you get the story, not just a score. To read more about the...

    Nov 13, 2017
  • 2017 Retail Trends Report

    With the many technological advancements of today’s world, retail customers’ CX expectations are constantly evolving. In order to keep up with their changing customers, CX leaders have to stay up-to-date with current trends and innovations. With this in mind, InMoment, the leader in customer experience intelligence, has released the “2017 Retail Trends Report” in order to help retailers advance their CX efforts and look forward to what’s up next! Download...

    Nov 09, 2017
  • Global Banks Leading the Customer Experience Charge

    Financial Services providers around the globe are starting to take CX more seriously, and many have been stepping up to create a more frictionless customer experience in truly innovative ways. Here are a few notable examples collected by InMoment and MyCustomer.com.   To learn more from Customer Experience in Financial Services: Lessons from Around the Globe, you can download the full report here.

    Nov 08, 2017
  • Comprehensive Listening & Advanced Analysis of Customer Feedback Help KARL STORZ

    "Before InMoment, our vendor provided us with software, but support and consultancy were lacking. We did not have any of the analysis, reporting, or insights that we do now. By having that analysis automated, we're able to focus our time on the strategic, the what's next, rather than solely what's in front of us." Download the case study

    Oct 23, 2017
  • 3 Things I Wish I Would Have Known When Starting or Growing a CX Program

    From customer experience leaders to industry newbies, building and growing CX programs that deliver results — and keeping them fresh and effective over the years — is no small feat. Watch InMoment and leaders from a diverse range of leading brands give first-hand advice on overcoming hurdles and avoiding pitfalls, as well as surprising hints for a wildly successful CX program. Luminaries from the following brands are featured: Choctaw Nation...

    Oct 04, 2017
  • CX Spotlight with Pizza Hut: Prioritizing Guest Feedback in the Boardroom

    A lot of companies say their customers are at the heart of their decision making, but at Pizza Hut Restaurants, guest feedback truly shapes the discussion in the boardroom. By bringing in various sources of data—including customer verbatims from social reviews—the company knows what exactly where to focus its efforts to improve customer experiences and drive market-leading growth in the UK.  

    Oct 04, 2017
  • Infographic: A Blueprint for CX Success

    We have all heard the saying "If you don't plan, you're planning to fail." Nowhere is this more true than when you are implementing a CX strategy. Based on Forrester’s report, How to Build the Right CX Strategy, we'll walk you through some tips on how to plan for CX success!  

    Oct 03, 2017
  • CX Spotlight with Marston’s: Keeping Your CX Program Fresh

    As a self-described “people business,” Marston’s PLC strives to keep its employees and customers engaged with its CX program in order to make a difference. Louise Fleming, head of consumer insights for Marston’s, discusses how the company's emphasis on customer experience inspires all employees to focus on their customers, ultimately leading to higher customer satisfaction scores and higher sales growth.

    Sep 11, 2017
  • The Buyer’s Guide for Customer Experience Technology

    Finding the right CX software for your business can seem overwhelming. With different vendors providing different offerings, the next steps in your CX journey can seem unclear. To help you stay on track, Inmoment has compiled this buyer’s guide to help you make an informed decision on where to go next! Download “The Buyer’s Guide for Customer Experience Technology” and you will learn: How to identify your company's objectives How...

    Aug 28, 2017
  • CX Spotlight with Revolution Bars: Listening Where Your Customers Are Talking

    Sometimes the best feedback is unsolicited and given in the heat of the moment. That's why Revolution Bars listens to its customers where they're already talking—on social media—to uncover powerful, business-driving insights.  

    Aug 24, 2017
  • CX Spotlight with Marks & Spencer: Making Customers Part of the Conversation

    It's difficult to take action on CX intelligence when you're using outdated collection methods and analytics. John Heatherington, international operations manager for Marks & Spencer, discusses how advanced analytics empower decision makers and significantly contribute to the company's global CX program.

    Aug 17, 2017
  • CX Spotlight with KARL STORZ: Saving Lives with Customer Experience

    For KARL STORZ, at the end of every interaction there is a patient. And for that reason, it practices service excellence with a fierce attention to detail. Using InMoment, the organization gathers and analyzes feedback from its colleagues, and uses the insights to further improve CX. Ultimately, this means a better experience for patients across the world.    

    Aug 01, 2017
  • CX Spotlight with KARL STORZ: Socializing Customer Data and Intelligence

    How do you continue to improve customer experience when all of your scores are 9s and 10s? KARL STORZ makes incremental improvements by analyzing customer verbatims and using specifics to coach contact center staff.  

    Jul 27, 2017
  • America’s Largest Cable and Home Internet Provider Recovers $23 Million in Annual Revenue

    For home cable and internet providers, giving customers a reason to stay connected—through differentiated offerings and exceptional customer service—is more important than ever. That’s why one of the largest telecom providers in the country decided to take a stand. By implementing a streamlined callback process to reach dissatisfied customers, the company reduced customer churn and identified $23 million in potential savings in a single year. Download the case study

    Jul 17, 2017
  • CX Spotlight with Dave & Buster’s: Getting to the Next Level

    While many companies use sales and profits to gauge how they're performing, Dave & Buster's is more concerned with the voice of its guests. Using advanced analytics, the company identifies strategic opportunities to continually improve the customer experience.  

    Jul 17, 2017
  • Customer Experience in the Telecom Industry

    If you could take a wild guess, how do you think most consumers feel about their telecommunications provider? How would you like to change that perception? We just conducted an extensive study with 11,000 North American consumers regarding their experiences with telecom companies and their individual service lines (internet, mobile, television, etc). We discovered specific findings related to the importance of time, emotion, and interaction in the provider-customer relationship, and...

    Jul 13, 2017
  • CX Spotlight with The North Face: Blazing a New Trail

    Alexa Larsson from The North Face discusses the company's journey from mystery shopping to customer listening, and how InMoment helps it react quicker to its evolving customer.

    Jun 27, 2017
  • NPS®: Avoiding Pitfalls and Ensuring Success with Net Promoter

    With the rise of customer experience as the new battlefield for competitive differentiation, companies in all industries and of all sizes across the globe are adopting both the Net Promoter metric and system as a way to measure and improve relationships with customer and employees. Despite good intentions, many CX practitioners miss important elements of implementing and executing Net Promoter inside their organizations, resulting in missed opportunities and disappointing results....

    Jun 26, 2017
  • Highlights from CX Elevated 2017

    InMoment's CX Elevated 2017 conference has come and gone, and it's time to get ready for CX Elevated 2018! If you've never attended with us, here is a small taste of what you can expect for next year...   (By the way, right now is a great time to register for CX Elevated 2018 and get super early bird pricing!)      

    Jun 13, 2017
  • Highlights from CX Elevated EMEA 2017

    Thank you to all the experts and innovators who made this year's CX Elevated EMEA conference such a fabulous event! In case you missed it, we've captured the highlights below. See you next year!  

    Jun 05, 2017
  • Understanding the Power of Employee Engagement

    Customer experience is like an equation. When the right elements are in place, the result is seamless. However, remove a variable and the entire thing falls apart. We believe employee engagement is a critical piece of the larger customer experience journey equation, and a single disengaged employee can disrupt the delicate balance your brand has worked so hard to achieve.   Download the eBook

    May 25, 2017
  • Understanding the Power of Employee Engagement

    Studies show that companies with actively engaged employees are 21% more productive and 22% more profitable than their competition. The benefits of an engaged workforce are evident in these numbers, but how do you create such a workforce? Download InMoment’s “Understanding the Power of Employee Engagement: The Employee-Customer Equation” to learn how an effective employee feedback program can not only help you to better understand your employees, but turn them...

    May 24, 2017
  • The Midcounties Co-operative: Where People Are as Important as the Profits

    The Midcounties Co-operative—a 500+ site, 600,000+ member co-op with childcare, energy, flexible benefits, food retail, funeralcare, healthcare, post office, and travel services—is the largest independent co-op in the UK with annual turnover surpassing £1 billion. In its convenience stores and supermarkets, decisions were traditionally process-driven and based on operational factors rather than the needs and wants of the customer. To provide the best possible shopping experience, become a customer-centric business,...

    May 10, 2017
  • 3 Secrets to Customer Experience Success

    Successfully "closing the loop" on customer feedback is one of the most basic — and essential — components for great customer experience (CX). In fact, CustomerThink research finds leading brands are 2.5 times more effective at translating feedback into action, making it one of the most significant differentiators in customer-centric success. Unfortunately, most brands only take an elementary approach to this important process, leaving customers wanting and employees frustrated. Result:...

    May 09, 2017
  • InMoment Introduces Coach™

    Every champion needs a trainer. InMoment’s Coach™ plays this role to perfection by automatically analyzing strengths, weaknesses, and opportunities from individual employees to the location level. Coach provides your team with recommendations for specific actions your brand can take to make the greatest impact on your customer experience.

    May 08, 2017
  • Arby’s: Growth That Inspires Smiles

    While Arby’s has a large, loyal fan base across 3,300 restaurants worldwide, in the early 2000s the company experienced stalled sales and a mixed reception to marketing messages. Through a targeted and strategic remaking of itself—staying true to its mission to offer unique, fast crafted fare (a term the company trademarked)—Arby’s sought to appeal to a broader customer base. But it wasn’t just the revamped menu, playful messaging (e.g., We...

    May 08, 2017
  • Successfully Prioritize Customer Complaints

    Unhappy customers are bound to arise no matter what business you're in. Successfully prioritizing the customer cases that roll in is key to optimizing and improving the overall customer experience.  Here are a couple of tips to keep in mind.

    May 03, 2017
  • ROI by Design: How to Create Meaningful Value from CX

    CX ROI doesn't happen by accident. Brennan Wilkie, a veteran of CX measurement and customer listening, shares essential elements in building and proving value in CX initiatives. Wilkie, InMoment's SVP of Customer Experience Strategy, discusses: Mapping your value landscape Linking initiatives to larger business objectives Defining success Results-oriented listening Gaining support for action

    May 02, 2017
  • Using Voice of Employee to Impact CX

    The employee's perspective on closing the loop with your customers and improving the overall customer experience (CX) is too often ignored by decision makers. This infographic shows the positive impact that listening to employees can have on your CX efforts.  

    Apr 27, 2017
  • Retain Your Hard-Won Customers and Reduce Churn

    Looking to increase retention rates? InMoment's Resolve™ can help you handle the entire lifecycle of a customer experience issue.   If you'd like to learn more in-depth best practices that go beyond case management, download this white paper on closing the loop.

    Apr 25, 2017
  • Finding Root Cause: Incorporating VoE with VoC

    When you're only looking at customer complaints, you’re not getting the entire story. VoE gives your employees the opportunity to share feedback about how to improve customers’ experiences from their perspective.

    Apr 20, 2017
  • Resolving Customer Issues: The Impact of Closing the Loop

    Unresolved customer issues can kill your business. This infographic shows the positive impact a closed-loop system can have on customer retention—and your bottom line.  

    Apr 19, 2017
  • Watch How Resolve Simplifies Case Management

    No matter how great of an experience you provide your customers, there will always be customer issues that require your attention.   Resolve™ simplifies the management of CX cases, allowing you to reduce customer churn, understand larger trends, and quickly understand root cause through the eyes of your employees.  

    Apr 19, 2017
  • Watch How Explore Uses Existing Data So You Don’t Have to Send More Surveys

    Your customers want a better experience with your brand, but they don’t want to be bombarded with surveys every time you’re trying to improve another aspect of that experience. Learn how InMoment’s Explore™ helps your brand use existing customer data to find answers to questions without creating survey fatigue.  

    Apr 11, 2017
  • Watch How Discover Finds Customer Issues for You

    Most companies have massive amounts of data, and nobody has the time or resources to constantly comb through it to spot emerging issues. If your customers are talking about an issue in a significant way, Discover™ will automatically let you know. Watch this quick example to see how it works!    

    Apr 03, 2017
  • How to Transform Your CX Program

    There is a wealth of data out there on how customers interact with your brand, but how do you turn that information into valuable insights? The truth is the survey/score philosophy simply won’t provide those results on its own. Today, customer experience needs to be comprehensive enough to truly effect organizational change. In “How to Transform Your CX Program,” InMoment takes a closer look at the why and how of...

    Mar 23, 2017
  • Closing the Loop: Saving Relationships By Effectively Resolving Customer Issues

    Research shows 91% of unhappy customers won’t return to your brand—and that it typically takes about 12 positive experiences to make up for one unresolved negative experience. So how do you create a system that resolves and prevents negative experiences? Download White Paper

    Mar 17, 2017
  • The British Citizen Awards: How Ordinary People Are Living “Red Shoes”

    We feel privileged to have had the opportunity to be part of the British Citizen Awards (BCA), which recognises UK citizens who make a difference by routinely offering their time and talents to others around them. The dedication of these medalists to their community is outstanding and inspiring. This was our third partnership with the BCA, and we look forward to more of these opportunities in the future!  

    Mar 14, 2017
  • 5 Steps to an ROI-Focused CX Program

    Measuring the financial impact of customer experience initiatives on your business can be challenging—but it’s not impossible. While happy customers and happy employees generally equate to increased revenue for your brand, ROI isn’t as simple as looking at a single number. InMoment’s ebook, “The Five Steps to an ROI-Focused CX Program,” shows you how to break away from the traditional, linear approach to measuring ROI. What financial impact is your...

    Mar 10, 2017
  • Surfacing Hidden Patterns from Your CX Data

    Discover is a first-of-its-kind, always-on analyst to keep you informed and empowered to address customer experience issues before they get out of hand. Using InMoment’s advanced analytics, Discover burrows deep into CX data (from any source, including other VoC vendors) to uncover statistically significant patterns, trends, and anomalies. Learn more by downloading our new ebook “InMoment's Discover: Surfacing Hidden Patterns from Your CX Data.” Download eBook

    Mar 07, 2017
  • CX Elevated 2016 Highlights

    Most conferences are either slow death by never-ending slides, or so flashy that they leave attendees with only superficial takeaways. At InMoment's CX Elevated, we try to strike that balance of both fun and fulfilling. Check out the highlights from our 2016 conference below, and if you haven't already, be sure to register for #CXE17!    

    Feb 27, 2017
  • How Dave & Buster’s Uses CX Intelligence to Create Memorable Guest Experiences

    The self-proclaimed home of eat, drink, play, and watch, Dave & Buster's promises exceptional service, fun for everyone, and something new at every visit. With a commitment to superior guest experience already in place, it partnered with InMoment to track its efforts over time and inform tactical and strategic improvements.

    Feb 14, 2017
  • 4 Minutes to DIY Data Exploration

    Your customers are sharing comments daily via surveys, social posts, and review sites about your products, staff, and services that hold the answers to your improving on your business. How do you find answers to specific questions in a sea of so much information? Don't send another survey—use Explore to query the data you already have.

    Feb 09, 2017
  • A Score Is Only Part of the Story. You Need More.

    Scores are important. They're essentially a scorecard for your business. But sometimes you need more. This eBook outlines InMoment's philosophy on how customer stories, and the insights you get from them, can help you steer your business. Download the eBook now

    Feb 06, 2017
  • 2017 CX Trends: An International Perspective

    The Increasing Impact of Emotion and Personalization For the third consecutive year, we at InMoment have conducted our CX Trends Report examining how customers and brands prioritize essential elements of customer experience (CX), as well as exploring emerging trends.This year, we took a deep dive into emotion and personalization. In this webinar, InMoment's SVP of Customer Experience Strategy, Brennan Wilkie, and VP Head of client services in EMEA, James Bolle,...

    Jan 30, 2017
  • 2017 CX Trends Infographic

    Broken promises and unmet expectations will harm any relationship, and that’s particularly true for brands and their consumers. It may seem obvious, but consumers are both happy and loyal when brands simply deliver on what consumers feel they’ve been promised. So while many brands believe consumers are simply let down when their expectations are not met, the reality is that consumer emotions are much stronger and more personal. Click to...

    Jan 25, 2017
  • 2017 CX Trends: Why Brands Should Care About Emotion

    What is the number one driver of a great customer experience (CX)? According to Forrester, it's an emotional connection. As part of our 2017 CX Trends Report, we surveyed 10,000 brands and 20,000 consumers across the globe to get a better picture of which emotions consumers associate with positive and negative brand experiences. Simon Fraser, Sr. Director of Customer Success (EMEA), and Nan Russell, Head of Global Customer Excellence, provide...

    Jan 20, 2017
  • 2017 CX Trends Report

    The Power of Emotion and Personalization We just talked to 10,000 brands and 20,000 consumers around the world about customer experience (CX). In particular, we were curious to see what brands and consumers thought about emotion and personalization, and how that weaves into CX. Here are just a few of our findings: 38% of consumers associated the emotion “satisfaction” with positive brand experiences and 40% of consumers chose that same emotion...

    Jan 19, 2017
  • 8 Reasons to Attend CX Elevated 2017

    Thinking about attending InMoment's conference?  Here's what you need to know...

    Jan 12, 2017
  • If Your Customer Experience Was a Movie

    With the holiday season in full swing, we thought it would be fun to take a pulse on behalf of U.S. retailers to see what kind of experience their shoppers were having. We chose to look back on one of the busiest days of the year—Black Friday—and were genuinely surprised at the findings of our study. Take a look at our infographic below! “While holiday sales remain key in enticing...

    Dec 20, 2016
  • 2017 CX Trends Sneak Peak

    For the past three years, InMoment has conducted a study examining how customers and brands prioritize essential elements of CX, as well as exploring emerging trends. In this on-demand webinar, Brennan Wilkie, InMoment's SVP of Customer Experience Strategy, provides a sneak peek into some of these findings, including a special look into brands' personalization efforts and the emotions of consumers: "Despite all the talk about exceeding expectations, our customers’ wants...

    Dec 12, 2016
  • 2017 CX Trends Report Preview (CX Exchange in Europe)

    How do consumers define personalised customer experiences? How do brands define it? What are the emotions customers experience when brands break promises? Nan Russell, InMoment's Head of Global Centre of Excellence previews our first multinational CX Trends report at the CX Exchange Europe event in Brussels. This presentation was given on November 8, 2016.  

    Dec 05, 2016
  • Smile, You’re on Camera: Video Feedback Gives Cabela’s Results it Can See

    Several years ago, Cabela's leadership embarked on a growth strategy centered on opening smaller, simpler versions of its traditional stores. But how does a brand whose brick-and-mortar locations have achieved travel destination status recreate an equally compelling experience on a smaller scale? The answer was listening to customers in more ways and in more places, netting richer data.    

    Dec 01, 2016
  • How More and Richer Data Drives Business Decisions for H&R Block

    With so much of H&R Block’s business condensed into a short and intense timeframe, collecting and analyzing client feedback—in time to make a difference—is especially challenging. It wanted a solution that would deliver more data, more timely feedback, and more actionable insights.

    Dec 01, 2016
  • James Spills the Beans on 2017 CX Trends Report

    We had a quick chat in the bustling halls of Forrester's CX Europe event with James Bolle, VP head of client services in EMEA for InMoment. James offers up a sneak peek of some of the findings from our upcoming 2017 CX Trends report, including the importance of personalisation, as well as the relationship between expectations and emotion. "Most organisations have enough data—they know who their customer is, they know...

    Nov 30, 2016
  • Tesco: We Went from Mystery Shoppers to Always-On Customer Feedback

    For Dan Portus, Insight to Action Programme Manager at Tesco, getting a feel for the overall experience of a customer takes more than occasional undercover visits. We caught up with Dan after his presentation at Forrester's CX Europe event to hear how Tesco empowered the owners of 2600+ store locations with online, always-on customer feedback. "For the first time, we were able to tell [our smaller shops] what their customers...

    Nov 30, 2016
  • 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.  

    Nov 30, 2016
  • 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.  

    Nov 24, 2016
  • 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...

    Nov 21, 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?  

    Nov 18, 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...

    Nov 17, 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. Use their expertise to understand root cause, uncover patterns...

    Nov 15, 2016
  • Life Outside the Box: How Pizza Hut Delivers Innovative Customer Experience by Harnessing the Power of Employee Stories

    When Pizza Hut decided to undergo its biggest brand overhaul in its 56-year history, it wanted to ensure it did not overlook the things its customers and employees love most about the brand. It found that when given a genuine opportunity to speak freely about their work experience, employees provide the input needed to drive a company forward.

    Nov 13, 2016
  • How You Listen Matters

    As 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. In this on-demand webinar, Brennan Wilkie, InMoment's SVP of Customer Experience Strategy, explores the science and art of effective customer listening.  

    Nov 04, 2016
  • Getting to the “Why” Behind Your Data

    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...

    Oct 19, 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.  

    Oct 04, 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.  

    Oct 04, 2016
  • Five Fundamentals of Effective CX Management

    How do organizations move from survey programs to true customer experience management? Erich Dietz, VP of Worldwide Strategic Accounts at InMoment outlines five fundamentals to engaging customers and employees as part of a roundtable discussion with CRM Magazine.    

    Oct 04, 2016
  • CX: Art of the Possible

    As Customer Experience (CX) evolves, the most successful brands are moving away from a simplistic survey/score philosophy to leveraging CX as a comprehensive, necessary driver of change. But making that leap isn’t easy. It’s a complex process that requires strong, skilled leadership, world-class technology, and an unwavering commitment to execution. Erich Dietz, author of “CX: The Art of the Possible” and vice president worldwide strategic accounts at InMoment, discusses the...

    Sep 07, 2016
  • Engage Your Employees. Boost Your CX Success.

    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.

    Apr 27, 2016
  • maurices Uses Predictive Analytics to Understand Customer Segments, Increase Loyalty, and Improve Experiences

    For more than eight decades, maurices has valued long-term customer relationships. That history led management to enlist InMoment in upgrading their customer listening program. Now combining customer data, VoC insights, and predictive analytics, they are finding enhanced insights.

    Feb 02, 2016
  • Post Office® Voice of Customer Programme, Powered by InMoment

    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 to drive satisfaction and success across 12,000+ Post Office locations.

    Oct 26, 2015
  • [Podcast] Unknown Unknowns: What Marketers Still Need to Learn about CX

    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. Join InMoment’s Chief Marketing Officer, Kristi Knight, as she shares insights and advice on how to close the gaps between customer experience theory and...

    Oct 06, 2015
  • 2015 Retail Benchmark Study: Consumers Weigh in on North America’s Top Brands

    Dr. Paul Warner, vice president of data science, and Sandra Tamburino, vice president of market insights at InMoment, will discuss findings from the company’s 2015 Retail Benchmark Study. More than 12,000 consumers weighed in, sharing their experiences with North America’s top retail brands.

    Sep 28, 2015
  • 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.

    Aug 26, 2015
  • Experience Is Everything: 3 Critical Ways to Boost Customer Satisfaction in an Omnichannel World

    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.

    Aug 25, 2015
  • 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.

    Aug 06, 2015
  • 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. Inside the Report • Primary and secondary drivers of guest loyalty • Defining the threshold of mediocrity • Perception problems for bigger brands • Gender and regional...

    Jul 02, 2015
  • 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.

    Jun 26, 2015
  • Still in Love after All These Years: Dave & Buster’s on Staying Passionate about Guest Experience

    More than 30 years after introducing their bold new restaurant concept, 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.

    Jun 23, 2015
  • Safeguards at the Source: Ensuring the Integrity of Your Customer Experience Data

    Ensuring the integrity of your customer experience data is well within your control. By implementing best practices in your Voice of Customer (VoC) program and choosing partner technology with built-in monitoring abilities, you can enjoy high-voltage information to enhance the customer experience.

    Jun 23, 2015
  • 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.

    Jun 18, 2015
  • The Results Are In! B2B Organizations Gain Competitive Edge by Optimizing Customer Experience

    The results are in! Business-to-business companies are joining the Customer Experience (CX) groundswell and redesigning their organizations to put customers at the center. In a recent study of more than 100 B2B executives, CustomerThink and InMoment explored how companies are developing their customer experience programs to drive better business results.  

    Jun 17, 2015
  • 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. InMoment CX Elevated Highlights from InMoment on Vimeo.

    Jun 15, 2015
  • 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. In this webinar, InMoment’s contact center customer experience heads, Martin Snookes and Eli Fillmore, discuss the latest research from leading industry journals.

    Jun 04, 2015
  • 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. Join InMoment’s vice president of marketing insights & engagement, Sandra Tamburino, as she looks at some secret ingredients behind today’s most successful quick-serve brands.

    May 26, 2015
  • 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, detailed overviews, and even social advocacy opportunities.

    May 15, 2015
  • 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.

    May 07, 2015
  • 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. See how the right...

    Apr 30, 2015
  • 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. With so much value put on the voice of the customer (VoC), organizations need to find a way to use it to their advantage. Find out how your brand can...

    Apr 06, 2015
  • 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 from their research, including changing views in how executives define and measure success and the...

    Mar 27, 2015
  • Four Keys of Customer-Centric Organizations (B2B)

    Customer-centric brands have a distinct and growing advantage over their dated counterparts. Fortunately for companies that aren’t yet “with the program” (the Voice of the Customer program, that is), there are facets common to all successful brands, which can be learned and adopted with relative ease: 4 keys of customer-centric organizations. Find out what each of these keys mean for your organization’s ability to distinguish itself from competitors, build strong...

    Mar 24, 2015
  • Why Implement a VoC Program? (B2B)

    In their secret lives as consumers, your business customers expect a personalized experience. When they do business with you, they are now bringing these same heightened expectations.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...

    Mar 24, 2015
  • Multichannel vs. Omnichannel: Understanding the CX World’s Most Elusive Buzzwords

    The information is out there. A consensus has been reached. Call Center IQ (CCIQ) settled the “multichannel” and “omnichannel” definition debate with their recent survey. Building on CCIQ’s findings, we’ve created a white paper chock-full of valuable information to help your brand understand and implement an effective customer engagement strategy when moving to an omnichannel environment. What’s Covered in the White Paper Examines how technology and customer expectations are changing...

    Mar 23, 2015
  • 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. With so much value put on the voice of the customer (VoC), organizations need to find a way to use it to their advantage. Find out how your brand can...

    Mar 04, 2015
  • 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.

    Feb 02, 2015
  • Orange Leaf Frozen Yogurt Harnesses Customer Feedback to Improve, Advocate

    Orange Leaf Frozen Yogurt is a self-serve, choose-your-own-toppings frozen dessert franchise with more than 300 locations in the U.S. and Australia. Orange Leaf’s corporate leadership wanted to provide franchisees with the tools to receive immediate notifications about unhappy customers and follow up directly with them to resolve their concerns.

    Jan 28, 2015
  • Red Shoes: The Sole of Omnichannel Engagement

    As technology advances and feedback channels increase, customers expect more and more from the brands they patronize. For all the technology and statistics involved in today’s customer experience, however, the goal of retailers should be to connect with customers on a human level.

    Jan 28, 2015
  • 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? The paper discusses findings in the following key areas: Which customer touchpoints are used to collect feedback Methods for conducting VoC research outside of a VoC programme How customer satisfaction is currently measured...

    Dec 17, 2014
  • 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. They spread thoughts and ideas to the minds of others, uniting and dividing along points of fairness, equality, status, and value. The yarns they spin explain current behaviors and expose future trends—to those with the listening capabilities to keep up, that is. This report...

    Nov 25, 2014
  • 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. Topics Covered in this Report • Channel engagement strategy for a seamless...

    Nov 25, 2014
  • 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...

    Nov 24, 2014
  • How Total Wine & More Brings Customers to the Decision-Making Table

    When a company is more than a place to purchase products, it becomes a valued partner for its customers and the community it serves. That’s where Total Wine & More—the country’s largest independent retailer of fine wine—excels. Download the case study

    Nov 17, 2014
  • Turning Customer Feedback into Growth: Taco John’s Shares How Guest Surveys Help Build Business

    Shawn Eby, vice president of operations at Taco John’s, discusses the process he and his team embarked upon to identify their needs and cultivate a guest-centric culture. He also shares the steps they took to determine which technologies and partnerships would help them grow for the future. Discover how Shawn and Taco John’s are turning real-time guest feedback into meaningful actions to guarantee outstanding service experiences.

    Nov 16, 2014
  • The Decline of Structured Surveys

    Credit where it’s due: Structured customer surveys changed the way companies do business. They helped alter customer expectations and shape the definition of a “great” brand experience. But that was then. A new shift is underway, and it’s ending the incumbency of traditional customer surveys. The future of the VoC industry is now in the hands of robust text analytics. This is allowing surveys to be shorter, open-ended, and more...

    Nov 07, 2014
  • Guest Perception Is Always Right: How The Melting Pot Uses Customer Feedback to Deliver the Perfect Night Out

    Mike Lester, president of The Melting Pot, takes you through the history of his company’s customer experience and shares several case studies that illustrate how they’ve tapped into guest feedback and ultimately arrived at a customer-centric standard of service they call “The Perfect Night Out.” He also shares his philosophy on the role of upper management in a company’s customer experience program, on balancing responsiveness with innovation, and on socializing...

    Oct 30, 2014
  • We Are InMoment

    Sep 21, 2014
  • The Rise of Omnichannel in Contact Centers

    “Omnichannel” is a term and concept quickly taking root in the contact center industry. InMoment president, Lonnie Mayne, and GE Capital Fleet Services’ customer care manager, Dan Reil, discuss recent findings from a Call Center IQ (CCIQ) survey regarding the state of omnichannel in contact centers, the challenges companies face in embracing this new paradigm, questions to consider, and practical steps you can take to create the right omnichannel strategy...

    Sep 17, 2014
  • Socialize Your Customer Experience in 3 Steps (Retail)

    These days consumers are in charge. Consumers who have a great experience to share, or perhaps a bone to pick, don’t even have to wait to get home to voice an opinion. Instead, they reach into their pockets for a smartphone to tweet, poke, or blog away at a moment’s notice.

    Aug 29, 2014
  • Rules of Engagement: The Right Connections

    A systematic approach to both customer and employee engagement will raise satisfaction levels and sales, but are businesses maximising the benefits and senior management buying-in? Exclusive research from CGA Peach and InMoment reveals a need for more joined-up thinking, especially when it comes to front-line teams. This new research among senior executives shows that there are still significant opportunities to extract meaningful insights, drive operational change and improvement and get...

    Aug 26, 2014
  • The Melting Pot Improves Guest Experience In Person and Online

    The Melting Pot is a leading casual dining franchise and premier fondue restaurant with 135 locations across North America. The restaurant’s corporate leadership wanted to identify opportunities to improve operations across all locations by receiving accurate and actionable feedback from more of their guests.  

    Aug 19, 2014
  • Halfords Wows Customers with InMoment-Powered VoC Program

    When Halfords implemented a Voice of the Customer (VoC) program two years ago, their objective was clear: Improve customer service, improve the customer experience, and improve sales. Using features of the InMoment platform like Employee Wow, Halfords was able to drive employee engagement and focus on the customer experience across every level of the company. Hear from members of the Halfords team to learn more about how they did it.

    Aug 01, 2014
  • Understanding the Customer Conversation

    A veritable tsunami of data is flooding retailers from a constantly growing pool of sources. The pervasive use of consumer touchpoints such as social and mobile, as well as the emergence of new touchpoints like wearable, is creating a rising tide of information for retailers to manage.

    Aug 01, 2014
  • Four Keys of Customer-Centric Organizations

    Some brands get away with taking a casual approach to their customer experience. But, unless you’re one of those imaginary organizations, you’re probably not getting away with anything. In today’s Age of the Customer, intelligent companies have a distinct advantage over their lackadaisical counterparts. Fortunately for companies that aren’t as “with the program” (the Voice of the Customer [VoC] program that is), there are facets common to all successful brands,...

    Aug 01, 2014
  • Surrey and Sussex Healthcare (SASH) “Your Care Matters” Programme, Powered by InMoment – Extended Version

    The medical professionals at Surrey and Sussex Healthcare NHS Trust (SASH) rely on their “Your Care Matters” programme to deliver a high standard of care to their patients. Listen as executives, matrons, emergency practitioners, nurses, and other staff describe how the patient experience programme powered by InMoment enables them in their daily work to make positive adjustments to the things that matter to individual patients. Because patient outcomes are intrinsically...

    Jul 21, 2014
  • Customer Loyalty 2014 Interview with Gary Topiol

    Our managing director of international here at InMoment, Gary Topiol, takes on a handful of customer loyalty questions at Retail Bulletin’s 2014 Customer Loyalty Conference. He touches on topics like “Big Data” and “Social Media” while emphasising that a company’s customer experience is not its message. He also shares his thoughts on why the next big thing for customer loyalty is already here.

    Jul 18, 2014
  • Customer Loyalty 2014 Interview with Richard Quarterman of Waitrose

    Waitrose Manager of Service Innovation Richard Quarterman takes on a handful of customer loyalty questions at Retail Bulletin’s 2014 Customer Loyalty Conference. In attendance as a co-presenter with InMoment, he touches on topics like “Big Data” and “Social Media” while emphasising the importance of genuine and honest experiences for engaging and understanding customers.

    Jul 18, 2014
  • The Beating Heart of Everything – Panel Discussion @ The Hospitality & Tourism Summit

    During the British Hospitality Association’s 2014 Hospitality & Tourism Summit, Robin Rowland, CEO of YO! Sushi, chaired a panel of experts—including InMoment’s very own managing director of international, Gary Topiol—to discuss the importance of keeping customers at the heart of restaurant & hospitality establishments. The panel also featured five other experts: Andrew Guy, chief executive of Ed’s Easy Diner; Ian Payne, chairman of Stonegate Pub Company; Roger Peroyne, director of...

    Jul 02, 2014
  • Waitrose’s Journey to Customer Experience Transformation – CLC2014 Presentation

    Loyalty goes both ways. It’s a simple truth and a key reason we partnered with Retail Bulletin for their 5th Customer Loyalty Conference. Our managing director of international, Gary Topiol, gave it practical application when he took the stage for a retailer case study with Waitrose Manager of Service Innovation Richard Quarterman. Waitrose partnered with InMoment to collect a million customer surveys to date across their multichannel customer experience. The...

    Jun 25, 2014
  • Loyalty360 Video Podcast: Own Your Customer Moment

    For its “Thought Leadership in Loyalty” series, Loyalty360 host Mark Johnson recently interviewed InMoment President Lonnie Mayne about the vision and technology making smarter, more unified customer experience data accessible across business organizations of all types and sizes: The InMoment Experience Hub™. Aside from answering “Who owns the customer?” Lonnie also dives into the “what” and “why” of tapping into the human element of business—down to the soul of the...

    Jun 24, 2014
  • Waitrose “Measuring the Magic” Programme, Powered by InMoment

    In this 2-minute clip, several Waitrose managers describe the Measuring the Magic programme and the positive adjustments it’s allowed them to make to departments and branches, thanks to more than 750,000 customer responses analysed and delivered through their partnership with InMoment over a two-year period. Waitrose is an employee-owned chain of supermarkets with more than 300 branches across the UK.

    Jun 12, 2014
  • Consumer Insights Panel: Grocery Report

    The Q1 2011 Empathica Consumer Insights Panel surveyed more than 16,000 U.S. and Canadian consumers, focusing on their sentiments around the grocery industry—from overall customer service to merchandise and store operations to preferred store technology and promotions. This survey also took a comprehensive look at consumer spending behaviors and intentions based on current economic factors. This detailed examination is analyzed both on a standalone basis and compared to data pulled...

    Jun 03, 2014
  • Consumer Insights Panel: Social Media Report

    The Q2 2010 x Empathica Consumer Insights Panel surveyed more than 15,000 U.S. and Canadian consumers, in part focusing on their online habits and social media usage. This survey was part of a comprehensive study on North American consumer spending behaviors and sentiments in various industries, which includes additional surveys in domains such as customer service, the overall economy, and the financial services sector. This detailed examination can be analyzed...

    Jun 03, 2014
  • Real Stories of Magic at Waitrose: Customer Experience Optimisation at Work

    Watch this video to see how Waitrose’s partnership with InMoment has helped the business to take its customer satisfaction to a new level, measuring what customers think and feel about the brand across all store locations. “Measuring the Magic” enables the company to keep evolving its customer experience so it can keep giving customers what they want.

    May 03, 2014
  • Why Implement a VoC Program?

    With rare exceptions, companies no longer have the luxury of competing on price alone. Today, the great differentiator is the customer experience (CX). Thanks to game-changing companies like Apple and Starbucks, customer expectations are at an all-time high for just about everything: service, selection, convenience, atmosphere, and more. Each one of these components are an established part of your overall customer experience and an opportunity to rise above the competition.

    Apr 14, 2014
  • Consumer Insights Panel: Consumer Feedback Behaviors in Pharmacy Retail

    The Wave 2 2012 Empathica Consumer Insights Panel surveyed more than 1,500 U.S. consumers, focusing on topics related to the economy and the pharmacy retail sector. The survey of sentiments toward spending and pharmacy retail experiences was conducted in the context of a broader study of consumer shopping intentions and customer satisfaction as reported by consumers across the country. The survey showed that despite lingering concerns about the state of...

    Apr 04, 2014
  • 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.  

    Apr 03, 2014
  • Creating a Memorable Patient Experience

    In the UK, there comes a point in our lives when we rely on our National Health Service (NHS)—for our own care or that of a close family member. While we appreciate the healthcare we have, we also aspire for it to improve and at least keep up with our expectations of service in other aspects of our life. In the commercial world, big brands and small independents alike recognise...

    Apr 03, 2014
  • Top 10 Tips for a Successful Global Customer Experience Programme

    Well-established brands seeking growth increasingly seek expansion into international markets. As a company orients around expanded operations, key questions emerge in how to best keep the customer at the heart of the business. Organising around the multi-market, multi-cultural delivery of a brand experience is a multi-faceted challenge. The specifics that define great customer experience vary by country, yet, universally, when customers experience good service, they increasingly return and become brand...

    Mar 03, 2014
  • Smashburger Improves Guest Satisfaction by 5.5%

    Smashburger is an American fast-casual burger chain known for its fresh, smashed-to-order burgers. Within six years of its opening, the restaurant had opened 200 stores. In order to maintain company growth and stand by its commitment to delivering great guest experiences, Smashburger sought to scale its high quality of guest service and food to new markets and geographies.

    Mar 02, 2014
  • Three Ways Today’s Review Sites Are Failing Brands

    According to Forbes, today’s #1 business driver is reputation, and the reason is simple: People buy from the brands that their friends, family, and peers trust and recommend. Increasingly, today’s savvy consumers are turning to the Web in search of reviews to help guide their purchase decisions. In fact, 74% of consumers look to online review sites for information during the buying process, making it hard to ignore the fact...

    Feb 03, 2014
  • Transform Brings Patient Experience Feedback to the Clinical Environment

    Transform Cosmetic Surgery Group is the UK's leading and most experienced provider of cosmetic surgery, helping people achieve results for almost 40 years. In August 2013, Transform's marketing director, Steven Taylor, completed a post-service online questionnaire, which asked him about different aspects of his experience with the Halfords brand and local team. He wondered why that approach was not more widely used in a clinical environment.  

    Jan 27, 2014
  • Consumer Insights Panel: Big Box Retail Purchasing Behaviors

    The Wave 1 2012 Empathica Consumer Insights Panel surveyed more than 6,500 U.S. consumers, gauging consumer sentiment on subjects ranging from spending to consumer perceptions about big box retail shopping experiences. The Consumer Insights Panel survey was conducted in the context of a broader study of consumer shopping intentions and customer satisfaction as reported by thousands of consumers across the country. Survey results show that consumers are facing important financial...

    Jan 04, 2014
  • Consumer Insights Panel: Big Box Retail Feedback Behaviors

    The Wave 1 2012 Empathica Consumer Insights Panel surveyed more than 6,500 U.S. consumers, evaluating consumer perceptions on topics ranging from customer feedback behaviors to the use of technology in retail shopping experiences. The Consumer Insights Panel survey was conducted in the context of a broader study of consumer shopping intentions and customer satisfaction as reported by thousands of consumers across the country. The survey showed that while consumers provide...

    Jan 04, 2014
  • Consumer Insights Panel: Luxury Retail Report

    The Wave 2 2011–2012 Empathica Consumer Insights Panel surveyed more than 5,000 U.S. and Canadian consumers, focusing on their sentiments toward luxury goods purchases—from overall customer service to preferred shopping channels and service levels to product research behaviors. The survey of sentiments toward luxury-good purchases was conducted within a broader look at consumer spending behaviors and intentions based on current economic factors.

    Jan 04, 2014
  • Mobile Surveys & Reporting: Mobile Optimization for Managers on the Move

    Smartphones and tablets have become the most quickly adopted technology in history, making mobile-optimized surveys & reporting a necessity. InMoment’s mobile surveys provide greater convenience and achieve higher completion rates than surveys taken on desktop computers, and our mobile reporting provides managers and other leaders with access to real-time Voice of the Customer (VoC) solutions.

    Jan 04, 2014
  • Consumer Insights Panel: Analysis of U.S. & Canadian Consumer Behaviors in the Financial Services Sector

    The Wave 2, 2010 Empathica Consumer Insights Panel surveyed more than 15,000 U.S. and Canadian consumers, focusing in part on their confidence and preferences in the financial services sector. This survey was a comprehensive study on North American consumer spending behaviors and sentiments in various industries, which included additional surveys in domains such as customer service, the overall economy, and social media. This detailed examination can be analyzed on its...

    Jan 03, 2014
  • Driving Customer Advocacy: Giving Your Biggest Fans a Voice (Retail)

    The challenges for today’s multi-unit retailers are the same as they have always been: how to drive same store sales by increasing visit frequency, basket size, and referral business. The method of accomplishing this is also largely unchanged—bring in the customers via a compelling brand promise and then drive revisits and referrals via operational excellence (“marketing brings them in, operations brings them back”). What has changed, however, is the way...

    Jan 03, 2014
  • A 3-Step Strategy for Delivering Exceptional Dining Experiences

    Restaurants rise and fall based on the dining experiences they provide their guests. The best restaurant chains feature great food, a complementary ambience, and committed team members who always deliver whatever it takes to create an exceptional experience. But these restaurants also know that the quality of the guest experience can be directly tied to the brand’s ability to transform feedback from customers into great execution in the restaurant. This...

    Oct 04, 2013
  • What Is the Opportunity for “SoLoMo” (Social.Local.Mobile.) to Improve the Automotive Customer Experience?

    Social. Local. Mobile. These are the new battlegrounds for providing relevancy to today’s consumers. More than ever before, consumers are becoming empowered by the use of new technologies. These technologically savvy consumers are changing the rules of commerce and shifting the balance of power in their favor when it comes to the relationships they have with brands. Adoption of these technologies is expected to accelerate rather than slow down. A...

    Sep 04, 2013
  • What Is the Opportunity for “SoLoMo” (Social.Local.Mobile) to Improve the Customer Experience? (Retail)

    Social, local, and mobile: “SoLoMo.” These are the terms that now define retail shoppers. They discover the hottest brands through social media, they stay informed about product trends on their mobile phones, and they expect exceptional shopping experiences from the local stores they love. Is your customer experience in tune with these new customer behaviors?

    Sep 03, 2013
  • Driving Action with Social Media Buzz: Turning Customer Feedback into Exceptional Customer Experiences (Retail)

    Today, the fastest-growing channels of feedback are social media and social review sites, which have created an explosion of new sources of customer feedback. This feedback is coming at a fast and furious pace and is often completely unsolicited, creating unique challenges for retail business owners and operators. Listening to customers is a core tenet of building a great retail business. In fact, listening to your customers is often the...

    Aug 04, 2013
  • From Fickle to Fan: A New Approach to Driving Advocacy in Food Services

    For decades, restaurateurs thought they had loyalty all figured out. All they had to do was apply a simple process to identify the most devoted customers, lavish them with attention, and turn huge profits as they returned more often, ordered more food, and became active advocates on behalf of the brand. Sometimes this approach worked, but often it didn’t. Determining whether customers were loyal was easy. Determining why they were...

    Jul 04, 2013
  • Location Engagement Doesn’t Come from Reading Reports

    62% of consumers have indicated they are cutting their spending habits compared to last year. Discretionary spending is down, and consumers are more selective of the products they spend their hard-earned money on. To respond to this new reality, multi-unit brands need to stay top of mind with consumers by delivering exceptional customer experiences. Where do these great experiences occur? The location.

    Jun 04, 2013
  • Social CEM: Moving Beyond Customer Loyalty to Customer Advocacy

    With the advent of social media and the rise of mobile smartphone technology, consumers are in the driver’s seat, posting their customer experiences in permanent, online forums, and providing instant customer feedback that is increasingly visible to the public. To get in front of these trends, traditional, relatively passive Voice of Customer programs have the opportunity to evolve into highly actionable Social Customer Experience Management (Social CEM) solutions. The most...

    Mar 04, 2013
  • Focusing Your Workforce on the Moment of Truth

    In the last few years, retail customers have experienced dramatic changes in their lifestyles. Fluctuations in the economy have eroded their net worth, eliminated job security, and changed their spending habits. What spending power they do have now has a greater significance in terms of emotional impact than ever before. They have been forced to look broadly for bargains and value. To do that, they have been trying new brands...

    Feb 04, 2013
  • Using the Customer Voice in Your Marketing

    Facing stiff competition from a rival chain? Here’s a quick tip: Don’t alienate the customers you’ve already earned. Remember the introduction of New Coke? The 1985 fiasco is still cited as a prime example of a marketing disaster. The marketing hype pulled in millions of people, but the drink itself drove them all away. Within months New Coke was pulled from shelves and the company resigned itself to the old,...

    Jan 04, 2013
  • Correlating Satisfaction, Loyalty, and Profits

    Our approach at InMoment is built on two very simple axioms of business. Hundreds of books, white papers, and research projects have explored the correlation between “Satisfaction,” “Loyalty,” and “Profits.” But I think that they all boil down to these two simple ideas: 1. Loyal customers and productive, loyal employees drive a company’s financial success. 2. “That which gets measured one time improves. That which gets measured continuously improves exponentially.”...

    Jun 04, 2012
  • Four Keys to Properly Addressing Customer Complaints

    People have an innate need to connect with each other. It’s what drives us to be close to our families and friends. For some, this desire includes the businesses with whom they commonly associate. It’s likely that your regular customers see your business as a friend and as part of the community, even though you may be one of hundreds of franchises. Think of young mother playgroups at McDonald’s, or...

    May 04, 2012
  • Ten Sure-Fire Ways to Turn Customers into Brand Enthusiasts

    Loyalty. What creates it? How can you sustain it? Is there a “secret sauce” that helps you transform a run-of-the-mill customer into a wildly enthusiastic devotee? What motivates a consumer to drive past 25 restaurants to get to their favorite one? Why does every piece of clothing I’m wearing have a Nordstrom label? What in the world causes Harley Davidson loyalists to love a brand name so much that they...

    Nov 11, 2011
  • 25% Improvement in First-Call Resolution Scores

    The client is America’s largest cable and home Internet provider. They are also the third largest telephone service provider in the U.S. Customers had to call the telecommunication company’s contact center multiple times to resolve a single issue. Each call degraded the customer experience, while also costing the company time and money. The client needed to address this problem by improving first-call resolution.

    Aug 30, 2011
  • Survey Callback Requests Create Opportunity to Recover $23 Million in Annual Revenue

    The client is America’s largest cable and home Internet provider. They are also the third largest telephone service provider in the U.S. With Internet and mobile devices shifting the paradigm in entertainment and communications content delivery, a triple-play communications provider’s customers were being presented with many new service provider choices. Because the process of switching providers had become more convenient, the client sought to identify at-risk customers and immediately connect...

    May 29, 2011
  • Performance Reviews Using Customer Feedback

    When was the last time you had to do a negative performance review with one of your employees? I mean the kind where you are the bearer of bad news and have to lay down the law in a forceful manner? This type of performance review can be one of the most painful and yet delicate interactions that a manager can have with an employee. There is a simple, yet...

    Jan 04, 2011
  • Sweating the Small Stuff to Drive Revenues

    Have you heard the saying, “Don’t sweat the small stuff?” As with many absolutely valid aphorisms, this one makes perfect sense in one context and yet is completely wrong in another. “Don’t sweat the small stuff” is usually followed by... “how to keep your cool in stressful situations,” or “how to focus on the really important things in life”—like family and relationships, goals and priorities. I agree. However, in the context...

    Jun 04, 2010
  • Applying the “Platinum Rule” to Your Customer Experience

    Years ago I attended a seminar where a consultant introduced the audience to the concept of the Platinum Rule. Most of us are familiar with the Golden Rule and many people strive to live by it: “Do unto others as you would have them do unto you.” Dr. Alessandra introduced us to the concept of the Platinum Rule: “Do unto others as they would have you do unto them.” “Treat...

    Jan 04, 2010