Welcome to the Library
A catalog of resources on how to elevate your Customer Experience.
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! .
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. Download the MicroMoment Now.
[eBook] 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.
2017 CX Trends Webinar
The Increasing Impact of Emotion and PersonalizationFor 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, share some very interesting insights from the report. Here are some of the topics you'll hear: Which emotions customers identify with great experiences versus bad experiencesHow customers and brands view personalization and what that means for your businessThe disconnects between how brands and customers view CXFor more CX insights, download the full 2017 CX Trends Report.
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 here to see the full 2017 CX Trends Report.
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 a brief glimpse of what these emotions are and why they're critical for the relationships brands seek to build with their customers.
2017 CX Trends Report
The Power of Emotion and PersonalizationWe 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 to describe their experience with brands to which they are loyal. Consumers were nearly twice as likely as brands to say they associate the emotion of "anger" with bad experiences.
8 Reasons to Attend CX Elevated 2017
Thinking about attending InMoment's conference? Here's what you need to know. . . .
Eat, Drink, Play, Watch...and Listen: 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. Download the Success Story.
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.