InMoment XI
MARCH 18, 2024
That’s where InMoment steps in, offering a simplified pathway to success with our Integrated CX approach: Strongest Signals, Richer Insights, and Smarter Actions. Now that we’ve explored capturing Strongest Signals in our previous blog post , it’s time to dive into the heart of Integrated CX—unlocking the Richest Insights.
InMoment XI
NOVEMBER 15, 2023
This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.
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InMoment XI
AUGUST 3, 2023
While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.
InMoment XI
SEPTEMBER 27, 2023
Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. In this blog, we will delve specifically into the UK insurance industry.
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As digital channels dominate customer interactions, experiences are critical to get right. Learn where you fit today among three stages from “diagnostic” to “strategic listening and closing the loop” to “strategic insights,” and how to rapidly increase conversions, customer satisfaction, and brand perception with the right tactics and tools.
InMoment XI
DECEMBER 1, 2021
Here are three specific ways that the insights you gain from your CX program can—and should—help inform the incentives you choose for your loyalty marketing program: Insight #1: Customers Are Less Likely to Share Without the Right Incentives. Insight #2: Customers Want VIP Treatment.
InMoment XI
MAY 10, 2024
Below are the top six insights extracted from the event that have the potential to transform your CX strategy: #1: AI Paves the Way for Future CX Programmes Integrating artificial intelligence (AI) into CX strategies isn’t just about future-proofing; it’s about seizing opportunities now.
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
NPS and C-SAT become the keys to the realm, but offer no true insights. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do. So how do you reach a place where VoC actually provides clarity? Are you excited to actually start making sense of customer analytics?
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
Join this interactive session with Purchasing Power's Tiffany Anderson, and get into the nitty-gritty of how they lowered costs by 20% and increased NPS by 13% - all by automating 25% of their call volume. Insights from a contact center leader who’s done it with proven success.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. Your agents need to be autonomous, insightful, empathetic, engaging, and be available on any channel assigned, at any time and be able to simultaneously respond to your customers’ queries.
Speaker: Gary Davis, SmartAction CEO
Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center. How automating a customer service call isn’t as simple as using a script from a human interaction. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance. Attendees will walk away with insight on the following: Critical components for coaching programs.
Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley
However, negative feedback can offer actionable insights to build a stronger product and customer experience. What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. Tune into the webinar to learn: What specific channels do customers go for feedback.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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