Why You Should Use Probability Sampling in Your CX Efforts

When you think of probability sampling, you may think about statistical analysis and research studies. However, probability sampling can be a great tool for CX practitioners because it allows them to systematically collect feedback from representative samples of customers, which enables them to gain deeper insights into customer needs, preferences, and satisfaction levels. 

By using probability sampling methods, CX practitioners can make data-driven decisions, identify areas for improvement, and tailor products and services to better meet customer expectations, ultimately enhancing the overall customer experience.

What is Probability Sampling?

Probability sampling is a method used in statistics to select a subset of individuals or items from a larger population in such a way that every individual or item has a known, non-zero probability of being chosen. In other words, each member of the population has a chance of being selected, and this chance can be quantified.

What is the Goal of Probability Sampling?

The goal of probability sampling is to obtain a sample that accurately represents the larger population from which it is drawn. By ensuring that every member of the population has a chance of being selected, probability sampling allows researchers to make statistical inferences about the population based on the characteristics of the sample. This helps to minimize bias and increase the reliability of the conclusions drawn from the sample.

What are the Different Types of Probability Sampling?

There are various probability sampling methods, the four most common types are simple random sampling, stratified sampling, systematic sampling, and cluster sampling. Each type of probability sampling has its own strengths and weaknesses, and the choice of method depends on factors such as the nature of the population, the resources available, and the goals of the research.

Simple Random Sampling 

In simple random sampling, every individual in the population has an equal chance of being selected, and each selection is made independently of the others. This can be achieved by methods such as random number generators or drawing names from a hat. Simple random sampling is straightforward and ensures that each member of the population has an equal opportunity to be included in the sample.

Stratified Sampling

When it comes to stratified sampling, the population is divided into subgroups or strata based on certain characteristics that are relevant to the research (e.g., age, gender, income level). Then, a simple random sample is taken from each stratum. This ensures that each subgroup is represented proportionally in the sample, which can increase the precision of estimates for each subgroup and the overall population.

Systematic Sampling

In systematic sampling, individuals are selected from the population at regular intervals after a random start. For example, if you have a population of 1000 and want a sample size of 100, you might select every 10th individual after randomly selecting a starting point between 1 and 10. Systematic sampling can be more convenient than simple random sampling and still provide a representative sample if the population is ordered in some way.

Cluster Sampling

In cluster sampling, the population is divided into clusters (e.g., geographical areas, schools, households) and then a random sample of clusters is selected. All individuals within the chosen clusters are included in the sample. Cluster sampling can be more practical and cost-effective than other methods, especially when the population is large and dispersed. However, it may introduce more variability because individuals within the same cluster may be more similar to each other than to individuals in other clusters.

What Probability Sampling Method is Best?

The “best” probability sampling method depends on various factors including the nature of the population, the research objectives, resource constraints, and practical considerations. There isn’t a one-size-fits-all answer, as each method has its own advantages and limitations. However, researchers typically choose the method that best balances accuracy, feasibility, and cost-effectiveness for their specific study. Here is a quick overview of when to use each method: 

  • Simple Random Sampling: This method is ideal when each member of the population is equally important to the study and there are no relevant subgroups or strata to consider. It’s straightforward and easy to implement but may not be practical for large or geographically dispersed populations.
  • Stratified Sampling: If the population can be divided into meaningful subgroups or strata based on relevant characteristics, stratified sampling can improve the precision of estimates for each subgroup and the overall population. It’s particularly useful when there is variability within the population and when researchers want to ensure representation from each subgroup.
  • Systematic Sampling: Systematic sampling is convenient and practical when the population is ordered in some way, such as in a list or a sequence. It’s easy to implement and may provide a representative sample if the order doesn’t introduce bias. However, it can be sensitive to periodic patterns in the data.
  • Cluster Sampling: Cluster sampling is useful when the population is large and dispersed, making it impractical or costly to sample individuals directly. It can reduce costs and logistical challenges by sampling groups or clusters of individuals. However, it may introduce more variability because individuals within the same cluster may be more similar to each other than to individuals in other clusters.

Ultimately, the choice of probability sampling method should be guided by careful consideration of the specific research context and goals, as well as practical constraints such as budget, time, and available resources.

How to Conduct Probability Sampling

When conducting probability sampling, it is important that you go about it the right way to ensure that your findings are a complete and accurate representation of your sample. Here is a quick overview of the steps to conduct probability sampling: 

  • Define the Population: Clearly define the population of interest for your study. This is the entire group that you want to make inferences about.
  • Identify Sampling Frame: Create a list or other representation of the population from which you will draw your sample. This is known as the sampling frame. It should include all individuals or items in the population.
  • Choose a Sampling Method: Select a probability sampling method that is appropriate for your study and population. Consider factors such as the nature of the population, available resources, and research objectives.
  • Determine Sample Size: Decide on the size of your sample, which should be large enough to provide reliable estimates but small enough to be manageable within your constraints.
  • Select Sampling Units: Use the chosen sampling method to select sampling units from the sampling frame. Ensure that each unit has a known, non-zero probability of being selected.
  • Implement Sampling Procedure: Select the sample units according to the chosen sampling method. This might involve random selection, stratification, systematic sampling, or clustering, depending on the method chosen.
  • Collect Data: Once the sample has been selected, collect data from each sampled unit. Ensure that data collection procedures are standardized and consistent across all units.
  • Analyze Data: Analyze the data collected from the sample using appropriate statistical methods. Make inferences about the population based on the characteristics of the sample.
  • Draw Conclusions: Draw conclusions about the population based on the results of your analysis. Be sure to consider the limitations of your sample and any potential sources of bias.
  • Report Findings: Finally, report your findings, including details about the sampling method used, sample size, and any limitations or assumptions made. Provide enough information to allow others to assess the validity and generalizability of your results.

Probability vs Non-probability Sampling

The primary difference between probability and non-probability sampling lies in how the sample is selected and the extent to which the selection process allows for the generalization of results to the larger population.

In probability sampling, every individual or item in the population has a known, non-zero chance of being selected for the sample. Each member of the population has an equal opportunity of being chosen, and the selection is based on random processes. Results from probability sampling can be generalized to the larger population with a known degree of confidence, assuming proper sampling techniques and randomization.

In non-probability sampling, the selection of individuals or items for the sample does not involve random processes, and not every member of the population has a known chance of being selected. Non-probability sampling methods include convenience sampling, purposive sampling, snowball sampling, and quota sampling. Results from non-probability sampling cannot be statistically generalized to the larger population with the same level of confidence as probability sampling. Instead, they are typically considered exploratory or descriptive in nature and may be subject to various biases.

Advantages and Disadvantages of Probability Sampling

Probability sampling is a useful technique and should be utilized frequently. However, when conducting probability sampling, you should be aware of the advantages and disadvantages of doing so. 


  • Representativeness: Probability sampling methods ensure that each member of the population has a known chance of being selected for the sample. This helps to create a sample that is more likely to be representative of the larger population.
  • Generalizability: Because probability sampling provides a representative sample, the results obtained from the sample are more likely to be generalizable to the entire population. This allows researchers to make valid statistical inferences about the population based on the characteristics of the sample.
  • Statistical Inference: Probability sampling allows for the calculation of statistical measures such as sampling error, confidence intervals, and p-values. This enables researchers to quantify the uncertainty associated with their estimates and draw more reliable conclusions.
  • Randomization: Probability sampling methods typically involve random selection processes, which help to minimize selection bias and ensure that the sample is not systematically skewed in one direction.
  • Precision: Probability sampling methods such as stratified sampling can improve the precision of estimates by ensuring adequate representation of different subgroups within the population.


  • Resource Intensive: Probability sampling methods can be more resource-intensive and time-consuming compared to non-probability sampling methods, especially for large or dispersed populations.
  • Complexity: Some probability sampling methods, such as stratified or cluster sampling, can be more complex to implement and require careful planning and coordination.
  • Sampling Frame Required: Probability sampling methods require a comprehensive sampling frame that includes all members of the population. If the sampling frame is incomplete or inaccurate, it can introduce bias into the sample.
  • Practical Constraints: In some cases, it may be impractical or impossible to obtain a probability sample due to resource constraints, logistical challenges, or the nature of the population.
  • Sampling Error: While probability sampling aims to minimize sampling error, it cannot eliminate it entirely. Variability within the population and sampling variability can still affect the accuracy of estimates obtained from the sample.

Probability sampling offers the advantage of providing representative and generalizable results, but it may be more resource-intensive and complex to implement compared to non-probability sampling methods. Careful consideration of the advantages and disadvantages of probability sampling is necessary when designing a research study.

How Probability Sampling Can Improve the Customer Experience

Probability sampling can be leveraged to improve the customer experience in several ways. By using probability sampling methods such as stratified sampling, businesses can ensure that they capture a diverse range of customer opinions and preferences. This allows them to gain a deeper understanding of their customers’ needs and expectations.

Probability sampling also allows businesses to measure customer satisfaction using statistically valid methods. By regularly surveying a representative sample of customers, businesses can track changes in satisfaction levels over time and identify trends or patterns that may impact the customer experience.

See how you can conduct probability sampling in InMoment’s XI Platform by scheduling a demo today!

Unleashing the Power of Integrated CX: Strongest Signals

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos. This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement. This is where the need for a fully integrated transformative business strategy becomes apparent.

Enter Integrated CX—a transformative business strategy that aligns organisations to unlock the full potential of customer data.This approach revolves around three key pillars: Strongest Signals, Richest Insights, and Smartest Actions.

In this blog post, we delve into the first pillar – Strongest Signals – and explore how InMoment’s Integrated CX leverages AI and expert services to collect and connect experience data from every touchpoint in the multi-channel customer journey, forming  the foundation of a holistic understanding of customer experiences.

Understanding Strongest Signals

Collecting Experience Data from Everywhere

To truly grasp customer sentiment, you must take a holistic approach. Integrated customer experience, championed by InMoment, integrates AI and expert services to collect and connect experience data from every touchpoint in the multi-channel customer journey. Strongest Signals encapsulates the essence of this methodology, focusing on collecting and connecting experience data in every format and from every conceivable touchpoint. This comprehensive method ensures that no valuable piece of information is left unexplored.

Decoding Emotions and Behaviours

Meaningful customer feedback extends beyond traditional surveys. Having stronger signals allows organisations to tap into an almost unlimited amount of customer data and broadens the scope to include both solicited and unsolicited feedback from digital and non-digital channels. By incorporating call centre and chat transcriptions, social ratings, reviews, and other customer signals, businesses gain deeper insights into customer sentiments, preferences, and pain points. This diverse data set helps decode emotions, understand behaviours, and enable informed actions.

A Holistic View of Customer Experience

By aggregating these diverse data points into a unified platform, organisations can achieve a comprehensive and holistic view of the customer journey. This unified view allows businesses to leverage the full spectrum of customer data, allowing organisations to  identify opportunities for innovation, improve operational efficiency, and deliver personalised experiences that resonate with customers on a profound level.

AI-Driven Listening Strategy

The Role of AI in Enriching Customer Interactions

Harnessing the power of AI, businesses can move beyond traditional feedback mechanisms to engage customers in conversations that matter. By analysing conversational patterns, AI customer experience systems can understand customer sentiments, preferences, and pain points, enabling organisations to respond in real-time. This dynamic interaction not only fosters a more personalised and engaging experience but also encourages customers to share detailed insights.

Moving Beyond Surveys

Embracing Contact Channels

To truly understand and address customer needs, businesses are encouraged to broaden their horizons beyond traditional surveys. Recognising the pivotal role of contact channels, consider incorporating call centre and chat transcriptions into your data collection strategy. This step not only brings the most significant contact channel into the mix but also captures valuable insights from direct customer interactions, providing a deeper and more comprehensive understanding of customer experiences.

Connecting Social Ratings and Reviews

A forward-thinking approach to customer experience involves seamlessly integrating social ratings and reviews into a cohesive programme. By actively tapping into both complaints and compliments data across various platforms, businesses can uncover a wealth of insights. This holistic perspective allows organisations to gain a nuanced understanding of customer sentiments expressed on social media, review sites, and other channels. Embracing this integrated approach ensures a more comprehensive view of the customer landscape and provides valuable information for informed decision-making.

How InMoment Can Help

InMoment’s Strongest Signals approach to Integrated CX is a beacon for businesses seeking to harness the full potential of customer voices. By collecting and connecting data from diverse channels, decoding emotions, and utilising AI-driven strategies, businesses can move beyond traditional surveys and unlock a deeper understanding of customer experiences. 

To learn more about InMoment’s Integrated CX approach, starting with Strongest Signals, watch our recent webinar recording here.

In the next parts of this blog series, we will explore how InMoment transforms this wealth of data into Richest Insights and Smartest Actions, driving businesses towards sustained growth and profitability.

Why You Should Build an Omnichannel Customer Experience

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. In order to do that, you need to work to create an omnichannel customer experience that allows customers to contact you when they want, how they want, and where they want. 

What is Omnichannel Customer Experience?

Omnichannel customer experience refers to providing a seamless and integrated experience for customers across multiple channels or touchpoints. This approach ensures that customers can interact with a business or brand consistently regardless of whether they are using a website, a mobile app, social media, a physical store, or any other channel.

Omnichannel vs Multichannel

While both omnichannel and multichannel strategies involve leveraging multiple channels, they differ significantly in their approach and execution. Omnichannel strategies prioritize seamless integration and consistency across all customer touchpoints. They aim to provide a unified experience where customers can transition between channels effortlessly, without experiencing any disconnect. Whether a customer interacts via a website, mobile app, social media, or in-person, the experience remains consistent and interconnected. 

Multichannel strategies, on the other hand, may involve using multiple channels independently. While they offer customers various avenues to engage with the brand, there may be less emphasis on integration and consistency between these channels. Customers might have different experiences or encounter discrepancies when switching between channels.

How Omnichannel Customer Experience Affects Integrated CX

Omnichannel customer experience strategies are the building blocks of creating a truly integrated customer experience. While omnichannel customer experience focuses on connecting channels throughout the customer journey, integrated CX takes it further by deriving insights from the customer journey and making decisions based on all of the available data. 

What are the Advantages of Omnichannel Customer Experience?

Omnichannel experiences make it easier for customers to engage with a brand by providing multiple channels through which they can interact. Whether they prefer to shop online, visit a physical store, or contact customer service via social media, customers have the flexibility to choose the most convenient option for them. Aside from convenience, there are many other advantages of implementing an omnichannel customer experience strategy. 


Omnichannel strategies ensure a consistent experience across all channels, which builds trust and loyalty among customers. Whether they interact with the brand online, in-store, or through a mobile app, customers receive the same level of service and messaging.


By integrating data from various channels, businesses can create more personalized experiences for customers. They can tailor product recommendations, promotions, and communications based on individual preferences and behaviors, leading to higher engagement and conversion rates.

Seamless Transitions

Omnichannel strategies enable seamless transitions between channels, allowing customers to start an interaction on one channel and continue it on another without any disruptions. For example, a customer may research a product online and then visit a physical store to make a purchase, with their shopping cart and preferences already synced.

Insights and Analytics

Omnichannel strategies generate valuable data and insights about customer behavior and preferences across different channels. By analyzing this data, businesses can gain a deeper understanding of their customers and make informed decisions to improve their marketing, sales, and customer service efforts.

Increased Customer Satisfaction

By providing a cohesive and personalized experience across all channels, businesses can enhance customer satisfaction and loyalty. When customers feel valued and understood, they are more likely to return for future purchases and recommend the brand to others.

How Omnichannel Customer Experience Impacts Your Bottom Line

An omnichannel customer experience can drive revenue growth, improve profitability, and position a business for long-term success by delivering value to customers at every stage of their journey. Strategies like these can impact your business in many different ways, such as:

Increased Sales

Omnichannel strategies can lead to higher sales by providing customers with more opportunities to engage with the brand and make purchases. By offering seamless integration between online and offline channels, businesses can capture sales from customers who prefer to shop across multiple channels, resulting in increased revenue.

Improved Customer Retention 

Omnichannel experiences enhance customer satisfaction and loyalty by providing consistent and personalized interactions across all channels. Satisfied customers are more likely to return for future purchases and become advocates for the brand, leading to higher customer retention rates and reduced churn.

Cost Savings

Omnichannel strategies can lead to cost savings by optimizing operational efficiencies and reducing redundant processes. For example, integrating inventory management systems across online and offline channels can minimize inventory holding costs and prevent stockouts or overstock situations. Additionally, providing self-service options through digital channels can reduce the need for expensive customer support resources.

Enhanced Brand Reputation

Positive omnichannel experiences can play a vital role in your brand reputation management, and help you increase customer trust. When customers receive consistent and personalized interactions across all channels, they are more likely to perceive the brand positively and recommend it to others, driving word-of-mouth referrals and organic growth.

Competitive Advantage

Offering a seamless and personalized omnichannel experience can differentiate your business from your competitors. Customers are more likely to choose a brand that provides a convenient and consistent experience across all touchpoints, leading to increased market share and sustainable growth.

Omnichannel Customer Experience Examples

When companies effectively implement an omnichannel experience, they break down the silos between online and offline touch points. In doing so, they can create a cohesive journey that enhances customer satisfaction and drives engagement and loyalty. Here are some examples of what an omnichannel customer experience can look like in action. 

Buy Online, Pickup in Store

A customer browses products on a retailer’s website, adds items to their online shopping cart, and selects the option for in-store pickup. When they arrive at the store, they receive a notification on their mobile app, directing them to the designated pickup area. The customer can seamlessly transition from the online shopping experience to the physical store, with their order ready for pickup upon arrival.

Mobile App Integrations

A grocery chain offers a mobile app that allows customers to create shopping lists, view digital coupons, and locate products in-store via a digital map. Customers can scan items using their smartphone as they shop, adding them to their digital cart for a faster checkout experience. The app also provides personalized recommendations and offers based on the customer’s shopping history, enhancing the overall shopping experience.

Customer Profiles

An insurance company integrates its communication channels into a customer’s profile. So, if a customer calls customer service to file a claim, the customer service agent can put the details of the specific call into the customer’s profile. That way, when the customer enters a branch to follow up on the claim, the branch agent can pull up the customer’s profile and be completely up to speed with the customer’s experience up to that point. 

How to Build an Omnichannel Customer Experience

Implementing a strategy that creates an omnichannel customer experience can seem like a complex process. But, it may not be as hard as you think. Building an omnichannel experience requires creating a customer-focused culture, and software to support it. Here are the steps to get you started building an integrated experience. 

1. Understand Your Customers

Start by gaining a deep understanding of your customers’ preferences, behaviors, and expectations across different channels. Conduct market research, analyze customer data, and gather feedback to identify their preferred channels of interaction, pain points, and opportunities for improvement.

2. Integrate Channels

Choose the best customer experience management software that enables seamless integration and communication between online and offline channels. This may involve integrating data from various systems, such as CRM, e-commerce platforms, POS systems, and customer service software, to create a unified view of the customer journey. One of the most important parts of the omnichannel customer experience is having all your data in one place. 

3. Personalize Interactions

Leverage data and technology to deliver personalized experiences to your customers. Use customer data to segment your audience and tailor your marketing messages, product recommendations, and promotions to individual preferences and behaviors. Personalization can help deepen customer engagement and drive conversions.

4. Offer Seamless Transitions 

Enable customers to transition seamlessly between channels without losing context or experiencing disruptions. For example, allow customers to start an interaction on one channel (e.g., browsing products online) and continue it on another (e.g., completing the purchase in-store) without having to repeat information or restart the process.

5. Measure and Optimize 

Continuously monitor key metrics, such as customer satisfaction, conversion rates, and revenue per channel, to assess the effectiveness of your omnichannel strategy. Use data analytics and A/B testing to identify areas for improvement and optimize the customer experience across all channels.

Build an Omnichannel Customer Experience with InMoment

Ready to take your customer experience to the next level? Partner with InMoment to build a seamless omnichannel experience that delights your customers across all touchpoints. With our advanced technology solutions and expert guidance, you can integrate channels, personalize interactions, and optimize the customer journey to drive satisfaction and loyalty. Schedule a demo today!

Improving Customer Experience Through Stratified Sampling

Market research and market segmentation is a crucial part of launching any campaign or product. One part of this process that is often overlooked is how market segments are developed. It is important to use proper sampling techniques to gain the most accurate market segmentation results. One of these techniques is stratified sampling. 

Stratified sampling provides businesses with a nuanced understanding of customer preferences and behaviors within each segment, allowing for the development of personalized marketing strategies. By tailoring marketing messages, promotions, and campaigns to specific customer segments, businesses can increase relevance and engagement, ultimately enhancing the overall customer experience.

What is Stratified Sampling?

Stratified sampling involves dividing a population into subgroups or strata based on certain characteristics that are relevant to the research objectives. These characteristics could include demographics, geographic location, purchasing behavior, or any other pertinent factors. Once the population is segmented, researchers can then randomly sample from each subgroup to ensure representation across all strata.

What is the Purpose of Stratified Sampling?

The primary purpose of stratified sampling is to reduce sampling variability and increase the precision of estimates by ensuring that each subgroup of the population is adequately represented in the sample. By targeting specific strata, researchers can capture the diversity within the population and draw more accurate conclusions from the data collected.

How to Conduct Stratified Sampling?

To conduct stratified sampling effectively, researchers must first identify the relevant stratification variables based on the research objectives. Once the strata are defined, researchers determine the sample size for each stratum based on its proportion within the population. Then, random samples are drawn from each stratum to form the overall sample.

What is an Example of Stratified Sampling?

Consider a cosmetics company that aims to develop new skincare products tailored to the specific needs and preferences of different age groups within its customer base. To achieve this, they decide to conduct a market research study using stratified sampling.

This company would begin by identifying age as the stratification variable. They divide their customer base into distinct age groups, such as:

  • 18-25 years old
  • 26-35 years old
  • 36-45 years old
  • 46 years old and above

Next, they determine the proportion of customers in each age group based on their customer database or previous sales data. Let’s say they find that their customer distribution across age groups is as follows:

  • 18-25 years old: 30%
  • 26-35 years old: 35%
  • 36-45 years old: 25%
  • 46 years old and above: 10%

Based on these proportions and the desired sample size, this company calculates the number of respondents needed from each age group to ensure adequate representation.

Once the sample sizes for each age group are determined, this company selects a random sample of customers from each stratum. For example, if they need 100 respondents in total:

  • From the 18-25 age group: 30 respondents
  • From the 26-35 age group: 35 respondents
  • From the 36-45 age group: 25 respondents
  • From the 46+ age group: 10 respondents

They can then reach out to these selected customers through surveys, focus groups, or interviews to gather their opinions, preferences, and skincare needs.

After collecting the responses, they analyze the Voice of the Customer data within each age group separately. They can identify common trends, preferences, and pain points within each demographic segment.

Armed with insights from the stratified sample, they can develop targeted marketing campaigns and skincare products tailored to the specific needs and preferences of each age group. For instance, they might find that younger customers prefer lightweight, hydrating formulas, while older customers prioritize anti-aging benefits and skincare products with rich textures.

By using stratified sampling, this company ensures that its market research is comprehensive and representative of its diverse customer base. This approach allows them to make informed decisions and create products that resonate with each segment of their audience, ultimately enhancing the overall customer experience.

Advantages of Stratified Sampling

Stratified sampling offers several advantages over other sampling methods, including increased precision, reduced bias, enhanced generalizability, detection of subgroup differences, and efficient resource allocation. By leveraging these benefits, researchers can obtain more accurate and actionable insights from their data, ultimately leading to better-informed decision-making and improved outcomes. Here are some advantages of stratified sampling:

Increased Precision

One of the primary advantages of stratified sampling is its ability to increase the precision of estimates by ensuring representation from all subgroups or strata within the population. By dividing the population into homogeneous groups based on relevant characteristics, such as demographics or behavior, researchers can capture the variability within each stratum more effectively. This precision leads to more accurate and reliable results compared to simple random sampling, especially when there are significant differences between subgroups.

Reduced Sampling Bias

Stratified sampling helps mitigate various biases, such as voluntary response bias, by ensuring that each subgroup of the population is adequately represented in the sample. This reduces the risk of over-representing or under-representing certain segments of the population, which can skew the results and lead to erroneous conclusions. By sampling proportionally from each stratum, researchers can obtain a more balanced and representative sample, thereby minimizing bias and increasing the validity of the findings.

Enhanced Generalizability

Because stratified sampling ensures representation from all subgroups within the population, the results are often more generalizable or applicable to the entire population. By capturing the diversity of characteristics and perspectives across different strata, researchers can draw conclusions that are more robust and applicable to a broader range of individuals or entities. This enhanced generalizability makes the findings from stratified sampling more valuable for informing decision-making and guiding actions within the population of interest.

Detection of Subgroup Differences

Another advantage of stratified sampling is its ability to detect differences or patterns within specific subgroups of the population. By analyzing the data separately for each stratum, researchers can identify unique trends, preferences, or behaviors that may exist within certain demographic or behavioral segments. This granularity allows for a deeper understanding of the population dynamics and can inform targeted interventions or strategies tailored to the needs of different subgroups.

Efficient Resource Allocation

Stratified sampling can also lead to more efficient resource allocation by focusing data collection efforts on the most relevant subgroups or strata within the population. Instead of using resources indiscriminately across the entire population, researchers can prioritize areas of interest or importance based on the stratification variables. This targeted approach not only saves time and resources but also maximizes the utility of the data collected, resulting in a more cost-effective research process.

Types of Sampling

There are various different sampling methods and each sampling method has its own advantages and limitations, and the choice of method depends on various factors such as the research objectives, the characteristics of the population, resource constraints, and the desired level of precision and generalizability. Researchers must carefully consider these factors when selecting the most appropriate sampling method for their study. Here are some common examples of different types of sampling. 

Random Sampling

Random sampling, or simple random sampling, involves selecting individuals from a population entirely by chance, where each member of the population has an equal probability of being chosen. This method is widely used because it is relatively easy to implement and helps to reduce bias in the selection process. Random sampling can be done with or without replacement, meaning that individuals may or may not be returned to the population after selection.

What is Stratified vs Random Sampling?

Stratified sampling and random sampling are two different approaches to selecting a sample from a population for research purposes. Stratified sampling involves dividing the population into subgroups or strata based on specific characteristics that are relevant to the research objectives. Samples are then independently drawn from each stratum, ensuring representation from all segments of the population. On the other hand, random sampling involves selecting individuals from a population entirely by chance, where each member of the population has an equal probability of being chosen. 

Systematic Sampling

Systematic sampling involves selecting every nth individual from a population after starting with a random sample. For example, if a researcher wants to sample every 10th person from a list of customers, they would randomly select a starting point and then select every 10th person thereafter. Systematic sampling is efficient and straightforward, but it may introduce bias if there is a pattern or periodicity in the population.

Stratified Sampling

As discussed earlier, stratified sampling involves dividing the population into subgroups or strata based on relevant characteristics and then sampling from each stratum proportionally. This method ensures representation from all segments of the population and increases the precision of estimates by capturing variability within each stratum.

Use Stratified Sampling with InMoment

Any good CX program is built on the foundation of understanding your customer. By using stratified sampling methods with InMoment’s Market Experience Software, you can work to conduct more effective market research to make sure you are on the right track for improving your customer experience. Schedule a demo to see what InMoment can do for you today!

The Complete Guide: How to Respond to Google Reviews

Learning how to respond to Google reviews should be part of every company’s brand reputation management strategy. 

These reviews, which appear on Google Maps and Google Search as well as on your company’s Google Business Profile, give people a way to share their experiences not only with businesses but with fellow consumers, too. Meanwhile, Google searchers rely on these reviews to discover great businesses, products, services, and brands. 

This makes responding to Google reviews extremely important, especially for companies looking to convert prospects and casual visitors into customers and loyal fans. 

The Importance of Responding to Google Reviews

Learning how to respond to Google reviews is important for several reasons. First and foremost, it directly impacts a company’s online reputation and customer relationships. According to research by InMoment, Google is the world’s number 1 online review platform, with 63.6% of consumers saying they are likely to check Google reviews (through Maps and Search) before visiting a business location — more than any other review site. 

Responses also show that a company values and appreciates customer feedback, while also demonstrating transparency and a commitment to addressing customer concerns or acknowledging positive experiences.

Research by InMoment underscores the importance of learning how to respond to negative reviews as well as positive feedback on Google. 

  • 94% of consumers say that a negative review has convinced them to avoid a business.
  • 53% expect companies to respond to negative reviews within 7 days. However, after posting a review, 63% say they’ve never heard back from the business they reviewed. 
  • 45% of consumers say they’re more likely to visit a store or business location if they see that its management responds to negative reviews on Google as well as on other review websites. 
  • Based on online reputation management statistics, Google is number one in the list of top review sites, with 63.6% of consumers saying they’re likely to check reviews on Google before visiting a business — more than those consulting any other review site.

In short, responding to reviews helps in building consumer trust and brand credibility. Engaging with reviews can even improve your company’s visibility in search engine results; after all, Google tends to favor businesses that actively manage their online presence. 

How to Respond to Reviews on Google

Google provides a free tool (the Google Business Profile dashboard) for business owners to easily manage their information and respond to reviews posted by their customers. Alternatively, larger organizations and enterprise-level brands with hundreds or thousands of locations can drive efficiency and streamline their review response workflow by using an online review management software solution. 

Respond to Reviews from Google Search or Maps

To get started on how to respond to Google reviews, you’ll first need to claim your company’s Google Business Profile. This should give you access to respond publicly to your reviews via the Google Business Profile management dashboard.

To respond to reviews, follow these steps:

  • Sign into Google using the account associated with your Google Business Profile.
  • Using your computer or mobile device, go to Google Maps and tap Business. Alternatively, you may use Google Search and enter your business name in the search bar.
  • Select Reviews.
  • Next to the review you’d like to respond to, select Reply.

With a Google Business Profile account, you should also be able to edit your review replies after they have been posted. Look for the review you would like to edit the response to, and click Edit. 

Respond to Reviews with Reputation Management Software

For larger organizations getting started on how to respond to negative reviews as well as positive feedback on Google and other review websites, investing in online reputation management software can introduce efficiencies and make the task of responding to reviews a lot easier than if it were to be done manually.

InMoment, for example, offers direct integration with the Google Business Profile platform. This means that companies can respond to Google reviews from within InMoment’s reputation management solution. Moreover, teams can manage their “Response” status and workflow from within InMoment, ensuring that every Google review and piece of unsolicited feedback gets a prompt response. 

Best Practices: How to Respond to Negative Reviews

Oftentimes, the way you respond to customers has just as much impact on your online reputation as what’s being said in the first place. Knowing how to respond to negative reviews skillfully minimizes the potential damage the reviews may have on your brand.

You can follow these best practices as you navigate the (sometimes treacherous) waters of Google reviews and ratings.

Assign Ownership and Create a Review Response Policy

Success in managing reviews starts with the commitment to becoming a responsive business. This may sound simple enough, but for organizations with multiple locations represented by multiple business listings and profiles, trying to figure out how to respond to Google reviews can sometimes present a real challenge — especially without an effective review response program or policy in place. 

First, identify people in your organization who will be directly involved in managing your Google Business Profile and responding to reviews. They can be your branch or location managers, your social media marketing team, or even your customer service staff. Be sure to assign ownership to teams or individuals with a good understanding of the guidelines of each review site, who can transform feedback into insights for your company, and who — most important of all — can keep their temper in check.

If you operate in multiple locations, chances are more than one person will be assigned to respond directly to online reviews. This makes it crucial to have an organization-wide policy that guides how your company should proceed whenever new customer reviews are posted on Google or other review websites. 

Response Guidelines for Reviews

Your policy should cover things like:

  • What language and tone you should use
  • What the timeline is for getting back to customers
  • To whom in your organization should the reviews and feedback be shared
  • What types of situations do escalations become necessary
  • What the ideal response rate is
  • Other items that may affect how your company handles reviews

The timeliness of your review responses is particularly crucial. The more clearly defined your policy is, the more smoothly your review response program will run.

Respond in a Timely Manner

According to InMoment research, more than half of your customers who have written reviews expect a response in 7 days or less. 1 in 4 have an even shorter time frame: they expect to hear back from the business within 3 days. To ensure that you don’t miss their feedback, set up review alerts so you are notified of new reviews. 

Also, you definitely don’t want to be logging in and out of every review site manually — this is where a review management software solution will come in handy. Remember: the clock begins ticking once reviews are posted, and customers are waiting to hear back from you.

Address the Reviewer and Say Thank You

Your customers want to be heard individually and addressed personally. Remember to include your salutations and, if possible, avoid generic phrases like “Dear guest” or “Dear customer.” With Google reviews, you can usually get the first name of the reviewer; not addressing them by their names is not an excuse if the information is there. 

Examples of Thank You Responses to Reviews

Remember to also say thank you and show customers that your business appreciates and values candid feedback. Here are examples of how you might phrase your review responses:

  • “Thank you for your review. We are sorry to hear you had a frustrating experience, but our team appreciates you bringing this issue to our attention.” 
  • “Thank you for your Google review and for bringing this to our attention. We’re sorry you had a bad experience. We’ll strive to do better. ” 
  • “Thank you for letting us know about this. Your honest feedback helps us get better. We are looking into this issue and hope to resolve it promptly and accurately.”

Take Responsibility and Apologize

This is one of the most difficult best practices to follow when you’re learning how to respond to negative reviews. Saying sorry shows that you care about your customers and that you’re not too proud to own up to your mistakes. Even if it’s not your fault, and there will be times when this is true, apologize anyway. Besides, people don’t like brands that are too perfect or too proud to apologize.

There will be times when your company has to take full responsibility, particularly in cases where the negative review is accurate. Even if what happened was an uncommon instance, an isolated case, an unfortunate incident, or an off day — acknowledge the customer’s experience. At the same time, provide reassurance that your company holds itself to high standards. 

Here are a few examples of how you can respond: 

  • “We always aim to deliver a great experience. We are gutted when we miss the mark! Thanks for taking the time to bring this to our attention. We will use the feedback to make us better and to ensure this doesn’t happen again.”
  • “We’re so sorry that your experience with our company did not match your expectations. This is on us.” 
  • “We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business. We’d like the opportunity to investigate your feedback further.”
  • “We are truly sorry. We are known for our exceptional attention to detail, and we regret that we missed the mark on this occasion.”

Be Nice and Don’t Get Personal

It’s important to maintain a professional and courteous tone in all your review responses. Never engage in arguments or confrontations online. Even if a review is negative, responding with professionalism can help defuse the situation.

Another key to success is to be solution-oriented, instead of taking the criticism personally. Offer ways to resolve the issues raised in the negative review. This shows that you are proactive in addressing customer concerns. No matter how cutting the feedback is, don’t slam the door on your reviewers. Extend a hand and invite them to come back. This creates an opportunity for your company to change the conversation.

Investigate Issues, Analyze Feedback, and Take Action

As you learn how to respond to negative reviews, remember that your team can always harness customer feedback and use it as an opportunity to learn and improve your products and services. Investigate specific issues that are impacting the customer experience and use analytical tools to gather insights from review data. 

As you reply to your customer, be careful not to use cookie-cutter responses that do not resolve or address the main points of the review. Be as specific as you can about the customer’s experience, and communicate any changes or improvements you have made or will make as a result of their feedback.

If Necessary, Take the Issue Offline

For more complex or sensitive issues, encourage the reviewer to contact you directly through private channels to address their concerns in a more personalized manner. 

Here are examples of how you can phrase this in your review response:

  • “We would like the opportunity to investigate your feedback further. Could you please contact our team via (your contact information)? We look forward to working with you to resolve your issues as quickly as possible.” 
  • “Thanks for your candid feedback. We are gutted to hear that your experience with our business didn’t quite match your expectations. Our team would love to know the reasons why so that we can deliver a better experience for you next time. You may reach us via (your contact information).” 

Negative Review Response Examples

Here are some more examples of how to respond to negative reviews:

  • “Hi (customer’s name), thank you for taking the time to share your experience. We’re truly sorry to hear that you had a less-than-satisfactory encounter with our (product/service). Your feedback is important to us, and we apologize for any inconvenience caused.”
  • “Hello (customer’s name), thanks for taking the time to share your honest feedback. We’re so sorry to hear that your experience with us did not meet your expectations. We understand how frustrating this must be. Your concerns have been shared with our team, and we are actively working on improvements. We would love the chance to make it up to you. If you could reach out to us via (your contact information), we’d be happy to discuss your experience further and address any specific issues you encountered. Your satisfaction is our priority.”
  • “We appreciate you taking the time to leave us a review on Google. Your feedback is so important to us, and we want to assure you that we are taking steps to address the issues you raised. In the coming weeks, we have plans to implement improvements to enhance our offering. We hope you’ll give us another chance to exceed your expectations in the future. Thanks again for bringing this to our attention.”

Best Practices: How to Respond to Positive Reviews

As for what to do with positive reviews — they also warrant a response. Think of it as an opportunity to reinforce and spotlight the things customers already love about your brand. (Not to mention, it’s the polite thing to do.) 

Responding to positive reviews also allows you to express gratitude to your satisfied customers. It can do wonders for your brand to have members of your team acknowledge customers’ positive feedback and let them know that you appreciate their support.

Thank Your Reviewers

It’s important to show appreciation for customers who took the time to share their positive experiences. Positive reviews and high ratings can serve as powerful social proof for attracting potential new customers and influencing their decision-making process.

Here are some examples of what you might want to include in your positive review responses:

  • “Dear (customer’s name), thank you for taking the time to share your positive experience with us. We’re grateful for customers like you who make our work a joy. We appreciate your support and look forward to serving you again soon.”
  • “This review made our day! Thank you so much for taking the time to leave us your amazing feedback.”
  • “Our team is so thankful for your kind words. Thank you for sharing your feedback with us and the Google community.” 

Reinforce the Positive

Positive reviews serve as great testimonials for your brand. By responding to them, you not only acknowledge the reviewer but also showcase positive aspects of your products and services to a wider audience. (Responding to the review of a Google Local Guide should also improve the level of engagement other users have with your Business Profile.)

When responding to a positive review on Google or another review website, try to write in a way that lets your brand personality and company values shine through. This can help humanize your brand and make your interactions more relatable. 

Another great tip: often, positive reviews mention specific things that the customer liked best about their experience. Try to identify what this is, then mention it in your response. For example, you can explain that the matcha mochi cakes that people love so much are homemade; let them in on how your company works with local organic farmers when sourcing vegetables and fruits; and tell them that others have also commented on the spectacular views that can be enjoyed from your beachfront hotel properties.

Pass Along the Compliment

Responding to reviews is a way for you to share the best feedback you get, but also make it a point to let your teams know when they’re doing great work, and to call out individuals who contributed to the customer’s positive experience. 

Creating a culture where positive feedback is celebrated fosters a positive working environment. It reinforces the importance of customer satisfaction and encourages a collective effort toward delivering exceptional experiences.

Sharing positive reviews is also a form of recognition for your team’s efforts. It validates their work and reinforces the idea that their contributions are making a positive difference for customers.

Positive Review Response Examples

Here are some more examples of how to respond to positive reviews:

  • “Hello (customer’s name), thank you so much for your kind words! We’re thrilled to hear that you enjoyed your experience with our company. Your satisfaction is our top priority, and we look forward to serving you again soon.”
  • “We’re delighted to receive your positive feedback about (specific aspect of your product or service). Your review means a lot to us, and we thank you for taking the time to share your experience. Our company is committed to maintaining this level of service, and we can’t wait to welcome you back.”
  • “Thank you for your glowing review! We are so happy to hear that you had a great experience with us. Your satisfaction is our motivation. We can’t wait to see you again soon. If you ever need anything, feel free to reach out!”

Protect Your Brand Reputation with InMoment

As your company gets started with learning how to respond to Google reviews, remember to approach your replies carefully and remain empathetic to the customer’s experience. By engaging with customers and showing that your company appreciates and values their feedback, you can minimize the impact of negative comments and reinforce positives in the customer experience. 

For managers of brands with multiple business locations, you can take InMoment’s reputation management software for a test drive to discover how our solution can improve your efficiency, supercharge your response strategy, and help your organization stay on top of what customers are saying on Google and across all the important review websites. 

Integrated CX: The Complete Guide

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. However, creating an integrated CX program can make this easier than you might think. At InMoment, we are dedicated to delivering tangible business value and bolstering your bottom line through a comprehensive integrated CX approach.

What is Integrated Customer Experience (CX)?

Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. It’s creating an integrated customer experience by seamlessly bringing together a wealth of information, utilizing cutting-edge technology, and providing top-notch service to reveal the hidden gems within your customer experience. By merging these elements, Integrated CX empowers businesses to make informed decisions, improve customer satisfaction, and drive success in an increasingly data-driven world. In short, integrated customer experience is an anti-siloed CX strategy. 

A picture showing three different forms of feedback that connect to show one message.

Integrated CX vs. CX Integrations

While integrated CX and CX integrations may sound similar, they have different meanings and applications for businesses looking to improve their customer engagement. 

Integrated customer experience revolves around breaking down data silos and consolidating customer data from diverse sources into a unified and accessible repository. The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback. By amalgamating data from sources like sales, marketing, and customer support, integrated CX provides a holistic perspective, enabling organizations to understand customer behavior and preferences more thoroughly.

On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management. Instead of concentrating on data consolidation, CX integrations emphasize the interoperability of software solutions. This involves integrating various tools and platforms to streamline processes, automate workflows, and enhance overall efficiency in delivering exceptional customer experiences.

In essence, integrated CX is about centralizing customer data for a unified view, while CX integrations focus on the integration of diverse software tools to enhance the capabilities of the customer experience. 

Benefits of Integrated Customer Experience

Most businesses think that integrated CX is a practice that realizes very little monetary value. However, that couldn’t be further from the truth. Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line. 

As a matter of fact, a study of over 10,000 CX practitioners showed that those who used holistic data sets to make customer decisions also saw an increase in metrics such as: 

  • 91% Higher NPS Score
  • 89% Higher Retention
  • 93% More Profitable 

Developing an integrated customer experience strategy will lead to higher levels of efficiency and engagement in your employees that will reflect in customer interactions. This alignment can lead to 2.4x more revenue growth in your business. 

A chart showing that an integrated cx organization realizes 2.4x higher revenue growth than one who does not.

With this data, it is clear that integrated CX is a strategic investment that pays off in improved customer relationships, operational efficiency, and overall business success. 

What Are the Key Elements that Make Up Integrated Customer Experience?

Integrated customer experience is composed of three main elements. These elements help businesses make sense of all types of data throughout the customer journey to help you make informed decisions. Here are the three main elements of integrated CX:

  1. Ability to connect data from everywhere
  2. Richer insights
  3. Smarter Actions

1. Capture and Connect Data From Every Source

InMoment’s first pillar of integrated customer experience is achieved by consolidating Voice of the Customer (VoC) data and non-customer data across the full customer journey by leveraging all forms of customer feedback channels. 

In order to be successful in today’s business environment, you need to leverage all your data, not just survey data. While surveys are an important first step, to get a comprehensive analysis of your VoC, you need data from all channels including:

  • Call transcripts
  • Emails
  • Employee feedback
  • Online chats
  • Reviews
  • Social media
  • Surveys
  • Support tickets

For example, imagine a customer named Sarah who frequently shops at an online clothing store. After her most recent purchase, she reported that she was “extremely dissatisfied” with her experience in a transactional customer experience survey. If you were to just stop there, you wouldn’t know why she was dissatisfied. 

However, if you were to look at her online chat data, you can see she was inquiring about getting the number to contact a customer service representative because her product was lost in shipment to her home address. 

Furthermore, if you were to look at her purchase history, her purchase was actually a repurchase of a product she had rated 5 stars in the past and described as “the most comfortable shirt that I own.” 

Based on these insights from multiple feedback channels, this retail brand can make sure Sarah’s order reaches her home address, give her product recommendations based on her past reviews, and contact the distribution department to make sure mistakes like this don’t happen in the future. 

These real-life scenarios happen more often than not and are often missed or provide misleading data.  For a real-world example, check out how Foot Locker partnered with InMoment to create an integrated customer experience program and boost their customer experience.

2. Identify the Richest Insights

This unified view of data serves as a powerful compass, guiding your organization toward faster, more impactful action. With all your customer data neatly organized and accessible in one place, the once overwhelming task of deciphering customer sentiments, behavior patterns, and preferences becomes a streamlined process. This puts you on the right track to creating a complete integrated customer experience program. 

From here, you need to utilize best-in-class AI technology and expert guidance from customer experience experts to help you sort through large amounts of customer data and identify key trends such as:

  • Areas for process improvement
  • Potential pain points in the customer journey 

This technology identifies critical trends that may have previously flown under the radar. Data-driven clarity empowers your organization to make informed decisions with confidence.

Using these methods, you can improve the decisions made from both structured and unstructured customer feedback. You can even associate this feedback with important customer experience KPIs such as churn rate, average purchase amount, and time to resolution. 

3. Unlock the Smartest Actions

Once you have sifted through the data, you can work to automate elements of your customer experience program. By automating elements of your customer experience program, you can significantly reduce the time it takes to execute various tasks. Through automation, processes that once required manual intervention, such as sending personalized follow-up emails, analyzing customer feedback, or triggering targeted marketing campaigns based on customer behavior, can now be executed swiftly and efficiently. This not only accelerates the speed at which you can respond to customer needs but also frees up valuable time and resources for your team to focus on strategic initiatives and high-impact activities.

By automating those tasks, you also have more time to empower multiple stakeholders in the overall strategic decisions behind your customer experience efforts. Whether it’s tracking customer acquisition costs, monitoring sales conversion rates, or analyzing customer lifetime value, access to relevant and actionable data empowers stakeholders to collaborate effectively and optimize strategies to maximize overall company ROI.

How Does Integrated Customer Experience Work?

To sum it all up, integrated CX focuses on three key drivers that help businesses improve their bottom line. The three most important are:

  • Integrated signals: Bringing together the voice of customer data and non-customer data across the full customer lifecycle from surveys, chats, reviews, calls, etc
  • Integrated Insights: Delivering both leading technology and strategic expertise to deliver business insights that lead to ROI
  • Integrated Action: Eliminating the silos that exist in many companies, facilitating a coordinated, data-driven approach to prioritizing action

These three elements help deliver an integrated customer experience that drives sustainable growth and customer loyalty. With each key component, there is more than meets the eye. Let’s dive deeper into each one to explore how InMoment achieves customer experience success through integrated CX.

How to Set Up Your Business for Integrated CX 

Setting up your business for integrated customer experience requires a strategic approach that encompasses technology, processes, and a customer-centric mindset. Here are some things you need to do to set your business up for success:

1. Define Your Customer Touch Points

Start by mapping out all the touchpoints where your customers interact with your business. This includes website visits, social media engagement, purchases, customer support interactions, and more. Understanding the various channels through which customers engage with your brand is crucial for effective integration.

2. Identify Key Data Sources

Pinpoint the diverse sources of customer data within your organization. This could include data from sales, marketing, customer support, and other departments. Recognize the systems and platforms that store valuable customer information. This step lays the foundation for consolidating data and creating a centralized source for all your data.

3. Break Down Data Silos

Overcoming data silos is a critical aspect of integrated customer experiences. Ensure that your customer experience management platform facilitates the exchange of data across departments, eradicating barriers that impede a unified customer view. Collaboration between teams becomes more effective when everyone has access to a comprehensive customer profile.

While this is only a list to get you started and not a comprehensive guide on how to implement integrated CX, your business can still establish a robust foundation for integrated customer experiences. 

How to Measure the Success of Integrated CX

Integrated customer experience can add immense value to your business, but what that will look like will vary from business to business. In order to measure the success of any CX program, you need to understand exactly what you are trying to achieve. To do this, it is important to define your main goals and, more importantly, your main metrics. Here are some common customer experience KPIs and metrics to measure the ROI of Integrated CX. 

Customer Satisfaction Score (CSAT)

CSAT scores remain a fundamental metric for evaluating customer satisfaction. This is most commonly done with a short survey where a customer is asked how satisfied they were with a recent transaction. This may look something like periodically gathering feedback from customers regarding their experiences after the integration implementation. Analyze the CSAT scores to identify trends and areas that may need improvement, providing valuable insights into overall customer satisfaction.

Net Promoter Score (NPS)

NPS measures the likelihood of customers recommending your business to others. This is most likely done in a survey form by asking customers to answer this question on a scale of 1-10. By tracking changes in NPS before and after implementation, you can assess the impact on customer loyalty. A positive shift in NPS indicates that integrated efforts are resonating positively with your customer base.

Customer Effort Score (CES)

The Customer Effort Score asks the customer how much effort was required to handle a request. Answers typically range from “Very Easy” to “Very Difficult” and are often measured on a scale of 1-5. Tracking these scores and their progressions over time can help you gauge the effectiveness of customer experience initiatives. 

How to Find the Right Integrated CX Solution

Selecting the best customer experience management software for your business may seem like a daunting task, but if you are well prepared then it’ll be a painless process. 

The right customer experience management software for your business will be the one you can partner with. Choose an organization that will take the time to understand your business, your team, and your goals. In order to do this, there are a number of questions you can ask in the evaluation process to find the perfect match. Some of these may be:

  • Who specifically will provide implementation and strategic consulting services?
  • Which customers can we speak to about your services?
  • Will we be charged for survey responses? 

There are more questions to ask and more steps to the evaluation than that, but that is a great start. Other steps may be looking at third-party evaluations such as the Gartner CX Magic Quadrant

Learn More About Integrated Customer Experience

For a deeper understanding of the benefits and intricacies of integrated CX, explore our comprehensive resources. Discover how integrated customer experience strategies can drive sustainable business growth and customer satisfaction. You can also dive into case studies, whitepapers, and expert insights to gain valuable knowledge on how to leverage this cutting-edge approach to enhance your bottom line. Learn how you can uncover the power of integrated CX and transform your business into a data-driven, customer-centric success story!

Schedule a demo today to see what InMoment can do for your business! 

Driving the Future: Integrated CX in Automotive Customer Journeys

The automotive industry is in the midst of a huge transformation. It’s driven, in part, by product innovation. Advancements in electric vehicles are leading to increased adoption, and concepts that were once pipe dreams—such as connectedness and autonomous vehicles—are becoming a reality.

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. Automotive brands need to understand customers’ needs and preferences, and then adapt accordingly, to deliver outstanding experiences that win and retain customers. Data is foundational to achieving these goals. 

Let’s take a closer look at how integrated CX platforms, and AI-powered tools in general, enable automotive brands to deliver intelligent, bespoke experiences that successfully attract, convert, and retain customers. 

Hyper Personalized Experiences for Every Car Shopper 

Each car shopper has unique needs and preferences. They expect brands to understand them in turn, and then use those insights to deliver ultra personalized experiences, communications, and offers. Delivering these ultra-personalized experiences to every customer, every time, can seem like an impossible task; AI not only makes it possible, but achievable at scale.

Integrated CX platforms, powered by AI, pull customer signals from various sources, such as purchase history, past engagements, surveys, ratings and reviews, and social media interactions. Collectively, these signals provide a 360-degree view into each customer. Auto brands can tap into these insights to deliver personalized experiences throughout the entirety of the purchase journey. 

With integrated CX, automotive brands have insights to understand:

  • What happened: Descriptive insights describe what has happened. For example, let’s say a customer purchased a specific vehicle five years ago—and has returned to the dealership for 10 service appointments. Perhaps they wrote a positive review about their dealership experience. Recently, they’ve started spending more time on the business’ website and engaging on social media. 
  • Why and how it happened: Diagnostic insights enable automotive brands to understand the reasons behind a customer’s behavior. Then,  they’re better equipped to deliver experiences that align with that reasoning. 
  • What will happen in the future: Predictive customer analytics leverage data to make predictions about a customer’s future behavior. For example, an organization can analyze purchase history and other interaction data to make a prediction about when a customer will be in the market for a new vehicle. When automotive brands can anticipate customers’ future needs, they’re better positioned to proactively address those needs. 

Automotive brands that leverage integrated CX to deliver personalized experiences will be better positioned to capture shoppers’ attention—and win their business. In fact, personalization is proven to drive bottom line results. Research from Deloitte found that 69% of consumers are more likely to buy from a brand that delivers personalized experiences. 

Outstanding Online Buying Experiences

It’s no secret that e-commerce continues to grow. Insider Intelligence predicts that global ecommerce will grow 9.4% this year, reaching $6.876 trillion. To put this in perspective, over 20% of retail sales are expected to happen online.

We’re also seeing an increase of consumers purchasing products online that were traditionally purchased in brick-and-mortar locations—vehicles are one example. A recent survey from PwC found that 64% of automotive dealers believe online sales will comprise 20-40% of all sales by 2030. 

There are many reasons why more consumers are willing to buy vehicles online, with convenience topping the list. Yet, one of the clear advantages of shopping for a vehicle in-person is the ability to ask questions and get personalized recommendations. 

AI Enables Brands to Bridge This Gap

Automotive brands can deploy chatbots to interact with automotive buyers throughout the purchase journey. These chatbots can answer customers’ questions at any hour of the day. This is essential, as 77% of consumers expect instant engagement when they contact a business. By addressing purchase blocking questions in real-time, automotive brands can boost shoppers’ confidence—and their likelihood of making a purchase.

In addition, chatbots can deliver personalized recommendations to car shoppers based on existing customer data and any additional data that’s collected during the chat. For example, a chatbot can recommend a specific model with added features that address the needs of the customer. 

Conversational intelligence tools can be developed to address many different types of customer queries. However, there will always be situations where human involvement is required. Chatbots can identify these situations—and ensure customers are routed to an employee that’s equipped to handle the situation. That means customers will get their questions and issues addressed quickly, which will boost satisfaction. 

Optimized In-Person Experiences

A growing portion of consumers are open to purchasing vehicles online. But that doesn’t mean that car dealerships are a thing of the past. The majority of consumers still buy cars in a physical car dealership. A survey from J.D. Power found that 85% of car buyers visited a dealership during the purchase process. Per research from Progressive, some of the top reasons for visiting a dealership location include:

  • The ability to do a test drive
  • The ability to compare vehicles in person
  • Habit (it’s the way I’ve always done things)

Many shoppers leave the dealership leaving less-than-satisfied. Automotive brands must work to optimize in-dealership experiences. Collecting and analyzing feedback is key to understanding customers’ pain points—and then working to alleviate them. 

Collecting customer feedback certainly isn’t a new concept. Even before the growth of ecommerce, many car dealers asked their customers to share their feedback by completing surveys and comment cards. Today, many automotive customers are willing to share their feedback. But they do so in different ways.

Seamless Experiences Across Channels

As we’ve already explored, consumers are becoming increasingly comfortable with purchasing cars online. When it comes to car buying, it’s often not a question of online vs. in-dealership. Instead, many consumers do both. 

Imagine a consumer in the market for a vehicle. They start the purchase journey by researching their options and asking questions online. This approach is common. An analysis from Google and comScore states that twice as many vehicle buyers start their research online, opposed to a dealership. 

Automotive brands must ensure consumers have seamless, connected, and personalized experiences across all channels they use. Consumers expect this. Per Salesforce, nearly eight in 10 (79%) expect consistent interactions across departments. 

With integrated CX platforms, brands can effectively and efficiently synthesize and analyze data across channels to understand a customer’s behavior and intent. InMoment’s integrated CX platform is the highest rated in the market for this end. 

Fostering Loyalty by Delivering Ongoing Value 

There’s an old adage that retaining a customer is less expensive than acquiring a new one. But retaining automotive customers can be challenging, as they aren’t as loyal as we’d like to think. Consider the fact that in 2022, 37% of new vehicle buyers bought a brand they’d never owned before. This is up from 31% the prior year. Optimized experiences foster loyalty and repeat business. However, those experiences must extend beyond the sale.

Automotive brands can leverage AI to deliver outstanding post-sale experiences that foster loyalty. For example, brands can engage with customers to let them know when it’s time for routine maintenance—which can be scheduled via chatbot. Customers can also pose maintenance-related questions via chatbot and get instant answers.

In addition, automotive brands can use AI to analyze signals indicating a customer may be in the market for a new vehicle. Then, the brand can proactively engage with the customer to meet their needs. 

A Final Word 

We’ve only just scratched the surface of AI’s massive potential. Yet, it’s already completely transforming the way consumers engage with auto brands, and the world in general. With integrated CX providing a holistic view of the customer base, auto brands can tailor their products, services, and experiences to exactly what their customers want. 

The auto brands that follow this blueprint will remain at the forefront of the industry.


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Salesforce. State of the Connected Customer Sixth Edition. (https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/).  Access 1/16/24

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Insider Intelligence. Ecommerce growth worldwide will pick up before tapering off. (https://www.insiderintelligence.com/content/ecommerce-growth-worldwide-will-pick-up-before-tapering-off). Access 1/16/24

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J.D. Power. 2022 U.S. Sales Satisfaction Index (SSI) Study. (https://www.jdpower.com/business/press-releases/2022-us-sales-satisfaction-index-ssi-study). Access 1/16/24

Progressive. Consumers embrace online car buying. (https://www.progressive.com/resources/insights/online-car-buying-trends/). Access 1/16/24 

Google/comScore. U.S. Automotive Shopper Study. (https://www.thinkwithgoogle.com/consumer-insights/consumer-trends/digital-car-research-statistics/). Access 1/16/24.

Auto Dealer Today. Customers less satisfied with buying process in 2022. (https://www.autodealertodaymagazine.com/369850/customers-less-satisfied-with-buying-process-in-2022#). Access 1/16/24

Edelman. Trust Barometer Special Edition. (https://www.edelman.com/sites/g/files/aatuss191/files/2019-07/2019_edelman_trust_barometer_special_report_in_brands_we_trust.pdf). Access 1/16/24.

How Contact Center Optimization Can Improve Your Bottom Line

Companies of all sizes are always looking for ways to improve their bottom line. Whether that be through cost-saving measures, increased operational efficiency, or strategic initiatives to boost revenue, the pursuit of financial success is a constant in the business world. 

As you look to improve your business, consider contact center optimization. This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. 

What is Contact Center Optimization? 

Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center. A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media.

The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

What Are the Benefits of Contact Center Optimization? 

An optimized contact center offers numerous benefits for organizations aiming to enhance their customer service operations and overall business performance. By optimizing your contact center, you can significantly reduce the number of pain points your customers experience at different points in the customer journey. Here are some of the key benefits of optimizing your contact center:

1. Increased Efficiency

Contact center optimization focuses on streamlining processes, reducing wait times, and ensuring customer inquiries are handled promptly and efficiently. This is done by allocating resources more effectively. By reducing the idle in your case management, you’ll notice faster issue resolution times and a more agile contact center. 

2. Cost Savings

By optimizing staffing levels, implementing self-service options, and leveraging automation, organizations can achieve cost savings in their contact center operations. This is especially important in managing operational expenses while maintaining or improving service quality.

3. Improved Agent Productivity

Providing agents with the necessary tools, training, and technology to perform their tasks efficiently. This leads to increased agent productivity, reduced handling times, and improved customer service.

4. Enhanced Scalability

Optimized contact centers are better equipped to handle fluctuations in call volumes, seasonal variations, and unexpected surges in customer inquiries. This scalability ensures that the organization can adapt to changing demands without sacrificing service quality.

5. Competitive Advantage

Organizations that optimize their contact centers are better positioned to differentiate themselves in the market by delivering superior customer service. This can contribute to a competitive advantage and increased customer loyalty.

Features to Look For in Contact Center Optimization Software

When selecting contact center optimization software, it’s important to consider features that align with your organization’s specific needs and goals. Here are some key features to look for:

Agent Scorecards

Agent scorecards are a crucial component of contact center optimization that provides a systematic way to assess and track individual agent performance. These scorecards typically include customer experience KPIs and metrics such as case resolution times, customer satisfaction ratings, and overall call quality. Supervisors and managers can leverage these scorecards to identify areas of improvement, offer feedback, and implement training initiatives.

Conversational Analytics

Conversational analytics utilize advanced technologies to analyze spoken or written conversations. These tools can extract valuable insights such as sentiment analysis, key topics discussed, and the effectiveness of agent responses. By understanding the nuances of customer conversations, organizations can adapt strategies, refine training programs, and identify opportunities to enhance customer satisfaction and loyalty.

AI-Driven Text Analytics

Text analytics are a powerful feature that automates the analysis of written communication including emails, chat transcripts, and social media interactions. By employing natural language processing (NLP) and machine learning algorithms, this tool can categorize messages, detect sentiment, and predict what a consumer is most likely to do next. This capability enables organizations to gain a comprehensive understanding of customer sentiments, automate response prioritization, and refine communication strategies. 

Transcription Services

Transcription services play a vital role in contact center optimization by converting audio records of customer interactions into text. This not only facilitates quality monitoring, but also enables the application of advanced analytics to the transcribed content. Transcription services enhance the efficiency of reviewing and analyzing interactions by providing a textual record that can be easily searched, annotated, and used for training purposes. 

Strategic Services

Strategic services in contact center optimization involve consulting and support from experts who provide guidance on aligning contact center operations with broader business objectives. These services may include customized training programs, process optimization recommendations, and assistance in implementing advanced technologies. Strategic services empower organizations to make informed decisions, maximize the value of their contact center solutions, and adapt to evolving customer needs and industry trends.

Popular Contact Center Optimization Strategies

Not every contact center can be optimized the same way. What works well for one business’ contact center may not work for another. However, there are a number of contact center best practices that transcend industries. 

Continuous Training

First, make sure that your contact center staff has continuous training. As with any position, contact center agents and supervisors require training to be successful. This training needs to extend beyond the normal onboarding process, but exist in a semi-regular fashion such as quarterly, biyearly, or annually. This training will help employees feel comfortable in their positions and achieve constant success. 

Focus on Employee Experiences

Second, work to improve the employee experience. Employees who feel valued, supported, and engaged are more likely to deliver exceptional customer service. A positive work environment contributes to higher job satisfaction, reducing turnover rates and ensuring continuity in the workforce. 

Set Important Metrics & KPIs

Lastly, in order to begin and implement any contact center optimization strategy, you need to start by identifying your main metric. Whether it is NPS, first call resolution, or customer churn rate. This metric will give you a baseline of where you are starting and help you measure the success of your contact center optimization. 

How to Implement Contact Center Optimization

Implementing contact center optimization requires a strategic approach. In order to do so effectively, there are certain steps that should be followed in order to make sure the entire organization is on board. The steps to begin contact center optimization can be broken down into three phases: pre-implementation, during implementation, and post-implementation. 

Pre-Implementation Phase

  • Define Objectives and Metrics: Clearly define the objectives of contact center optimization, outlining specific goals and key metrics that align with overall business objectives.
  • Current State Assessment: Conduct a comprehensive assessment of the current state of the contact center, identifying pain points, areas for improvement, and potential optimization opportunities.
  • Technology Selection: Research and select contact center optimization software that meets the organization’s requirements, considering features such as performance analytics, quality monitoring, and workforce management.
  • Integration Planning: Plan for seamless integration between the chosen optimization software and existing systems, ensuring compatibility with CRM, ticketing, and communication tools. 
  • Training Program Development: Develop a comprehensive training program for agents, supervisors, and system administrators to ensure a smooth transition to the new technology.

During Implementation Phase

  • Technology Deployment: Implement the chosen contact center optimization software, ensuring that the technology is correctly deployed and configured to meet the organization’s needs.
  • Training Execution: Execute the training program, providing agents and relevant personnel with the necessary skills and knowledge to effectively use the new tools and processes.
  • Quality Monitoring Implementation: Set up and implement quality monitoring processes, including the development of evaluation forms, scoring systems, and feedback mechanisms.
  • Automation Integration: Integrate automation tools, such as chatbots and IVR systems, to streamline routine inquiries and enhance the overall efficiency of customer interactions.
  • Multi-Channel Support Activation: Activate and optimize multi-channel support, ensuring that the contact center is equipped to handle customer interactions seamlessly across various communication channels.

Post-Implementation Phase

  • Performance Monitoring and Analysis: Monitor performance metrics using the analytics tools provided by the optimization software, analyzing real-time and historical data to identify trends and areas for improvement.
  • Continuous Improvement Iterations: Implement a culture of continuous improvement, making iterative adjustments to processes, technology, and training programs based on performance data and feedback.
  • Customer Feedback Analysis: Analyze customer feedback collected post-implementation to understand satisfaction levels, preferences, and areas requiring further refinement.
  • Continued Support and Training: Provide ongoing support and training to agents, supervisors, and administrators to ensure that they are proficient in using the optimized contact center tools and processes.
  • Strategic Guidance: Consider engaging with strategic services or consultants specializing in contact center optimization to provide additional insights, guidance, and assistance in aligning operations with overall business strategies.

How Contact Center Optimization Improves the Customer Experience

Contact center optimization plays a pivotal role in enhancing the overall customer experience, ensuring that interactions are seamless, efficient, and tailored to meet individual needs. Here are key ways in which CCO positively impacts the customer journey:

Reduced Wait Times

Efficient resource allocation and workforce management through contact center optimization result in reduced wait times for customers. By optimizing staffing levels and employing advanced forecasting techniques, contact centers can ensure that customers receive timely assistance, minimizing frustration and enhancing satisfaction.

Personalized Interactions

Contact center optimization enables agents to access comprehensive customer profiles, including previous interactions and preferences. This information empowers agents to personalize their responses, creating a more engaging and tailored experience for customers. Personalization fosters a sense of connection and demonstrates a commitment to understanding and meeting individual needs.

First-Call Resolution

With the implementation of quality monitoring and performance analytics, contact center optimization focuses on improving first-call resolution rates. By addressing customer inquiries effectively during the initial contact, organizations not only save time and resources but also contribute to a positive customer experience. This reflects a commitment to resolving issues promptly and efficiently.

Multi-Channel Support

Optimized contact centers seamlessly integrate multiple communication channels, such as phone, email, chat, and social media. This ensures that customers can choose their preferred method of interaction, leading to a more convenient and flexible customer experience. Unified interfaces enable agents to manage interactions across channels efficiently.

Continuous Improvement

Contact center optimization fosters a culture of continuous improvement. By regularly monitoring performance metrics, analyzing customer feedback, and making iterative adjustments to processes and technology, organizations can adapt to changing customer expectations. This commitment to improvement demonstrates responsiveness and dedication to delivering an exceptional customer experience.

In essence, contact center optimization is not just about operational efficiency; it is a strategic initiative that directly influences how customers perceive and interact with a brand. Through reduced wait times, personalized interactions, improved first-call resolution, multi-channel support, and a commitment to continuous improvement, contact center optimization creates an environment where customers feel valued and understood.

Discover How InMoment Can Elevate Your Customer and Agent Experiences

If you’re trying to resolve customer issues faster, improve agent performance, or reduce cost to serve and handle time, we can help! No matter where you are at in your contact center optimization journey, InMoment’s conversation analytics software can help you. Check it out today! 

Elevating Guest Experiences in Hotels with Integrated CX

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. So much time locked inside caused a massive correction. Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged.

The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. 

Hotel guests have lofty expectations for excellent experiences; they also have feedback data coming at them from all directions. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. This is where integrated CX comes into play.

What is Integrated CX

Integrated CX platforms unify customer feedback signals from a multitude of feedback signals (listed below), blending them into a cohesive whole. Utilizing AI, this system organizes and deciphers the collected data, and makes sense of it thereafter. This method represents a novel and comprehensive strategy for an industry that, for many years, has predominantly focused on survey data, offering a limited perspective. 

Here are some of the main feedback signals: 

  • NPS 
  • Surveys
  • Call Center Data
  • Reviews
  • Social 
  • Insights/Spotlight

Integrated CX platforms have the power to interpret these varied, disparate signals into a unified view. Hotels can then leverage these insights to elevate guests’ experiences before, during, and after their reservation. 

Let’s take a closer look at how integrated CX and other AI-powered tools are shaping hotel experiences—and how the best hotels and resorts are leveraging this winning combination to provide intelligent, customer-centric experiences that grow sales and foster loyalty. 

Hyper Personalization for Every Traveler 

Modern consumers have an overwhelming amount of choice across all product and service categories. Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them. Instead, 71% of consumers expect personalization from the businesses they choose. What’s more, they expect brands to adapt to as their needs and expectations inevitably evolve. Hotel customers are no exception.

Each traveler is different, with unique needs, preferences, and motivations for travel. Hotels must work to understand their customers’ preferences and use those insights to deliver tailored experiences throughout the journey. Integrated CX makes this a reality. 

Integrated CX consolidates customer signals from a whole host of sources, including transaction history, reviews, surveys, website activity, and social interactions (among others). These signals give hotels and resorts a 360-degree view of each customer, which can be used to fuel ultra-personalized experiences. Research from Salesforce found that 61% of customers say most companies treat them as a number. Hotels can set themselves apart from the competition by strategically leveraging integrated CX and AI to fuel personalized guest experiences.

Real-Time Service, Any Time of Day

In the past, consumers would book a hotel by working with a travel agent or picking up the phone. That’s no longer the case. Instead, a recent survey from Statista found that 72% of consumers prefer booking travel online. 

Consumers are using their mobile devices to browse and book hotels. They’re engaging with hotels from any number of channels, including web browsers, mobile apps, messaging channels, social media, and review sites—among others. They expect instant engagement—any time of day. Today, AI-powered digital assistants or chatbots enable hotels to meet these expectations.

After the stay, hotels can leverage AI-powered chatbots to collect customer feedback and resolve outstanding issues. Chatbots can be an effective tool for enrolling guests in loyalty programs, increasing the chances of repeat business. 

Intelligent Digitized Experiences

Hotel guests expect an experience. Friendly service, clean linens, and delicious food and drinks—the givens. But increasingly, guests also want outstanding digitized experiences—whether they’re researching their options, in the middle of their stay, or reflecting on their experience. Upon arrival, many want a mobile check-in experience, which allows for speed and convenience. During their stay, guests may use their mobile devices to get guidance on where to eat and things to do

AI-powered bots can help customers find the property that best suits their needs. Bots can also answer questions and provide information on things like availability, rates, and amenities that build customers’ confidence—and their likelihood of booking.

Guests can also use a hotel’s mobile app to get personalized content and recommendations during their stay. For example, they may find restaurant and attraction recommendations, based on their past interactions and feedback they’ve shared with the hotel brand. 

Streamlined Operations and Experiences 

Hotels have long collected guest feedback, transitioning from paper surveys and conversations at the front desk to digital channels. However, the prevalence of surveys has led to “survey fatigue,” especially among younger generations like Gen Z. These guests are less inclined to fill out surveys but are actively sharing their experiences on travel review platforms and social media.

This shift in feedback channels presents both an opportunity and a challenge for hotels. The feedback, whether direct or indirect, contains valuable insights for enhancing guest experiences and operations. The main obstacle is the nature of the feedback—a mix of structured and unstructured data, making it difficult to compile, analyze, and derive actionable insights.

AI Has Its Shortcomings, Too. 

While AI holds the potential to revolutionize guest experiences in hotels, it brings with it significant challenges. The need for personalization in customer service requires an extensive collection of data, posing privacy concerns. Hotels must balance the use of AI with the responsibility of keeping customer data secure. A misstep in handling this data can severely damage a hotel’s reputation.

Moreover, the intricacies of AI, such as its potential for bias and inaccuracy, add another layer of complexity. The workings of AI systems like ChatGPT can be opaque, and their recommendations may not always be reliable. With the widespread use of AI in various sectors, the risk of data misuse and breaches increases.

In light of these challenges, the 2023 Edelman Trust Barometer highlights the growing importance of trust in brand relationships. Consumers are more likely to engage with and stay loyal to brands they trust. For hotels, this means prioritizing ethical AI practices and data security to build and maintain this trust. Successful navigation of these issues is crucial for harnessing the benefits of AI while ensuring customer satisfaction and loyalty.

A Final Word 

AI has only recently hit the “mainstream”, but it’s already transforming the hotel guest experience. This will only continue as the technology evolves.

Hotel customers expect top-tier, personalized experiences at every touchpoint. While these enterprises have a plethora of data and customer feedback at their fingertips, it’s not always easy to analyze and leverage it. Integrated CX platforms, powered by AI, enable hotels to not only analyze this data, but identify opportunities to use it to improve CX.

In the coming year, consumers are prioritizing travel. However, they have plentiful options when it comes to hotels. The hotels that thrive will be those that deliver intelligent, AI-driven CX throughout the customer journey that’s personalized, yet secure.


Skyscanner. Travel Trends 2024. (https://traveltrends.skyscanner.com/). Access 1/19/24.

Mckinsey & Company. The value of getting personalization right—or wrong—is multiplying  (https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying/). Access 1/19/24.

Salesforce. State of the Connected Customer. (https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/). Access 1/19/24

Statista. Travel Bookings: Online vs. Agency.  (https://www.statista.com/chart/29622/travel-bookings-online-vs-agency/). Access 1/19/24

BusinessWire. Recent Study Reveals More Than a Third of Global Consumers Are Willing to Pay More for Sustainability as Demand Grows for Environmentally-Friendly Alternatives. (https://www.businesswire.com/news/home/20211014005090/en/Recent-Study-Reveals-More-Than-a-Third-of-Global-Consumers-Are-Willing-to-Pay-More-for-Sustainability-as-Demand-Grows-for-Environmentally-Friendly-Alternatives). Access 1/19/24.

Cornell. At the Forefront of ESG Leadership. (https://stories.business.cornell.edu/hotelie-100/forefront-of-esg/). Access 1/19/24.

Edelman. 2023 Edelman Trust Barometer. (https://www.edelman.com/sites/g/files/aatuss191/files/2023-06/Edelman_BrandTrust_Top10.pdf). Access 1/19/24.

Understanding the Importance of Social Media Marketing

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. 

According to research:

  • 47% of consumers reach out to brands on social because they have a product or service question. 
  • Answering a complaint on social media can increase customer advocacy by 25%. (Convince and Convert) Customers who feel engaged by companies on social media will spend up to 40% more with them than other customers.

Social media is also an important source of data essential to understanding the kind of customer experience your company is delivering: social signals contain a wealth of information that can help you make informed decisions about product development, marketing strategies, and customer service improvements.

Why is Social Media Important?

Social media is vital for its ability to connect companies with their target audience, enhance brand visibility, facilitate engagement, and provide valuable data for informed decision-making.

Social Media is a Vital Part of an Integrated CX Strategy

Social media provides a platform for real-time interaction, feedback, and relationship-building between your company and your customers. It is also a valuable source of unstructured data, which is crucial for achieving a more complete, accurate view of the customer as well as delivering improved experiences.

Unstructured data refers to information that does not have a specific, predefined data model or structure. Unlike structured data, which is organized into well-defined tables or schemas (e.g., a database), unstructured data lacks a consistent format and is not easily searchable or analyzable with traditional data processing techniques.

  • According to IBM, as much as 80% of all data today (including enterprise-relevant information) is unstructured.

Social media (comments, posts, and interactions) often contains a significant portion of unstructured data. Using information from unstructured data, companies can gain valuable insights into how to improve their brand, products, services, and overall customer experience. 

Companies that can collect and analyze unstructured data using tools like natural language processing and AI customer experience technology also often have a more complete understanding of their customers, and can therefore more easily measure customer satisfaction and loyalty. 

Moreover, businesses that effectively harness unstructured data may gain a competitive advantage. That’s because analyzing unstructured data can reveal trends, emerging market opportunities, and competitive threats that may not be easily apparent through structured data alone.

Social Media Marketing Builds Brand Reputation

Social media marketing is also a powerful brand reputation management tactic. Consistent positive engagement, authenticity, responsiveness, and a commitment to customer-centric values contribute to building a strong and favorable brand image on social media platforms.

Social media is an excellent platform for sharing expertise, insights, and valuable information. Brands that share educational content and establish themselves as thought leaders in their industry can enhance their reputation. 

Social media also allows you to showcase your brand personality. By sharing behind-the-scenes content, company values, and employee stories, brands can humanize themselves, creating a more relatable and transparent image that’s essential to growing a positive brand reputation. 

Social Media Boosts Brand Awareness and Search Visibility

An effective social media marketing strategy can enhance brand awareness, improve search visibility, and contribute to overall brand success in the digital realm. By creating and sharing engaging content, you can immediately improve brand awareness and visibility among a diverse and extensive user base. Shares, likes, and comments on social media contribute to the organic spread of brand content, exposing it to a wider audience.

Social media can also impact the search engine performance of your brand and business locations. Social signals such as likes, shares, and comments are considered by search engines as indicators of a brand’s authority and relevance. High engagement on social media can also positively impact your search engine rankings. Moreover, your brand’s social media profiles will likely appear in search engine results, providing additional opportunities for users to discover and engage with your business.

Social Media Helps You Generate and Nurture Leads

With strategic planning, you can generate and nurture leads from social media. Platforms like Facebook, YouTube, LinkedIn, Instagram, and TikTok have billions of active users, providing companies with access to a vast and diverse audience. This broad reach allows you to connect with and nurture potential leads across different demographics and interests. Typically, these platforms also offer a more cost-effective alternative to traditional advertising channels.

You can also leverage social media analytics to gain insights into user behavior and develop the ability to segment your audience based on demographics, interests, and engagement levels. This segmentation helps in crafting more personalized and targeted lead generation and nurturing strategies.

Social Media Listening Promotes Better Customer Understanding

The conversations that are happening on social media about your brand can be used as a powerful tool to help your company identify trends and improve your market position. 

With an effective social media listening strategy in place, you’ll be able to influence a wide range of processes, including product research and development, business operations, advertising approaches, and customer experience management. Ultimately, social listening will help your company gather valuable unstructured feedback and make better business decisions based on social media analysis and data.

Social Media Supports Great Customer Experiences

Integrating social media data with your customer relationship management system provides a comprehensive view of customer interactions across various channels, enabling your team to deliver more personalized and cohesive experiences. It also enables the formation of communities around your brand: communities where customers can connect, share great experiences, and provide peer-to-peer support. 

Social media also supports great customer experiences by allowing for more personalized communication with customers. Your organization can use social media data to tailor your messages and offers based on individual preferences, creating a more personalized and relevant customer experience.

Social Media Plays a Crucial Role in Crisis Management

Negative comments, feedback, and reviews on social media can spread quickly. Before you know it, a single negative review, comment, or tweet can grow into a full-blown brand crisis. By proactively monitoring your brand presence on social media channels, your organization can quickly identify and mitigate these threats to your brand reputation.

Integrating social media into your crisis management activities lets your team jump into critical user-generated conversations. This makes it easier to resolve issues, respond to customers, and minimize the impact that negative social media comments may have on your brand. 

  • According to EveryoneSocial, 79% of consumers expect brands to respond within a day of reaching out over social media, but average brand response rates across all industries are lower than 25%.

Says best-selling author and customer service expert Chip Bell: “In the customer’s mind, the clock starts when he or she posts a negative comment or review, and your reputation drops with every hour you delay in providing a response. Be honest, be apologetic, and offer the aggrieved customer an easy way to access you. In the social media world, you are assumed guilty until your response alters public perception.”

Social Media Analytics: Transform Insights into Action

The most successful brands listen to and act on social media analytics and insights in order to understand customers better and deliver improved experiences. Here are some considerations you can make as your team looks to do the same.

  • Define clear objectives. Clearly define your objectives and the specific questions you want to answer through social media data analysis. This will guide your analysis and help you focus on relevant insights.
  • Choose the right metrics. Identify the appropriate metrics most relevant to your business objectives. Also, focus on platforms where your customers are actively engaging with your brand.
  • Monitor brand mentions and sentiment. Use social media monitoring tools like Hootsuite to track mentions, comments, and conversations related to your brand. This allows you to identify customer sentiment, concerns, and feedback in real time.
  • Respond to feedback. When you invest in a social media software platform, there’s a temptation to let your data management tools do all the work. This shouldn’t exempt your company from engaging with and listening and responding to customers who have shared their feedback. Technological capability is great, but it won’t close the loop on your behalf.
  • Analyze customer feedback. Don’t make data collection your goal. More information, after all, doesn’t necessarily equate to smarter business decisions. Focus on how you can gather actionable insights from social media data and customer feedback, as well as how you can address challenges based on the information available.
  • Track trends and industry insights. Apart from tracking information being posted on social media about your brand, it’s also useful to compare your social media data against benchmarks, industry standards, or competitors to gain a broader perspective and identify areas for improvement.
  • Invest in a social media marketing software platform. The world’s top brands are using Hootsuite to manage social media, monitor customer conversations, collect unstructured data, and gather meaningful insights from these conversations and data. Your company can make a similar investment to foster an organizational culture in which everyone from the C-suite to the frontline is empowered and equipped to listen to the Voice of the Customer.

Maximize the Importance of Social Media Marketing with InMoment and Hootsuite

By understanding the importance of social media marketing and analyzing unstructured data from social media platforms, you can gain valuable insights into the customer experience. This, in turn, empowers your organization to make informed decisions and positively impact customer experiences. To drive efficiency, leverage Hootsuite and its integration with InMoment’s reputation management software so you can act upon social signals, access the full spectrum of conversation around your brand, transform social data into actionable insights, and accelerate experience improvements.


Sprout Social. “The 2023 Sprout Social Index Report” (https://sproutsocial.com/insights/index/). Access 12/27/2023.

IBM. “Structured vs. Unstructured Data: What’s the Difference?” (https://www.ibm.com/blog/structured-vs-unstructured-data/). Access 12/27/2023.

EveryoneSocial. “The 20 Social Listening Statistics Your Company Must Know” (https://everyonesocial.com/blog/social-listening-statistics/). Access 12/27/2023.

Google Reviews: Steps for Businesses to Succeed

Google reviews are synonymous with success in today’s business environment. Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. 

Some people may think that Google reviews are out of their control. That couldn’t be further from the truth. You can create a strategy to handle the end-to-end process of Google reviews for business. This strategy can be used in tandem with your online reputation management strategies. 

What are Google Reviews? 

Google Reviews are user-generated evaluations and comments about businesses and services that are posted on Google’s platform. Users can leave reviews for various establishments such as restaurants, hotels, shops, and more. These reviews often include ratings, written feedback, and sometimes photos. The ratings typically range from one to five stars, with one star indicating a poor experience and five stars representing an excellent one.

Businesses can claim their Google My Business listing, which allows them to manage and respond to reviews. Positive reviews can enhance a business’s online reputation and attract more customers, while negative reviews may have the opposite effect. 

Why Are Google Reviews Important?

Over 80% of consumers look at Google reviews before visiting or shopping at a business, and according to research by InMoment, customers don’t trust companies with lower than a 4-star rating average. Up to 94% say a negative review or social media comment has convinced them to avoid a company. These online reputation management statistics show that the reviews that show up related to your business and your products/services have increasing power in driving customer acquisition. Along with customer acquisition, there are a lot of other reasons that make Google reviews important. 

  • Consumer Trust: Positive reviews build trust and confidence in a business, while negative reviews may lead potential customers to reconsider.
  • Online Reputation: Google reviews contribute significantly to a business’s online reputation. A strong, positive online reputation can attract more customers, improve brand image, and differentiate a business from its competitors.
  • Local SEO Ranking: Google takes into account the quantity and quality of reviews when determining local search rankings. Businesses with more positive reviews are likely to appear higher in local search results, increasing their visibility to potential customers.
  • Customer Engagement: Responding to reviews, both positive and negative, allows businesses to engage with their customers. It shows that the business values customer feedback and is committed to providing a good experience. Engaging with reviews can also help address concerns and resolve issues publicly.
  • Social Proof: Positive reviews serve as social proof that others have had a positive experience with a business. This can be a powerful motivator for potential customers who are considering a purchase or service.
  • Customer Insights: Reviews offer businesses insights to the emotions and experiences of their customers. This can help identify pain points and lead to making decisions that positively impact the customer experience. 
  • New Opportunities: Similarly to insights, reviews can also unveil new opportunities to introduce or improve something that your customers want. By doing this, you improve customer retention and also gain a competitive advantage over your competitors. 

Another importance of Google Reviews is their correlation with the Google Local Guide program. Participating users of this program earn points by writing reviews, or sharing pictures and videos. This program benefits both parties as the business gets added social proof with the reviews and pictures or videos while the customers get rewarded with different items, events or promotions from Google. 

How Google Reviews Impact Your Business Performance

Google business reviews can be directly correlated to how your brand shows up in search engine results. Positive reviews contribute to an enhanced online reputation, influence Google’s local search algorithms, and boost your business’s visibility in relevant searches. The quantity and quality of reviews serve as a key factor in determining the local SEO ranking, ensuring that your brand is more likely to be featured prominently on search engine results pages.

This increased visibility attracts more potential customers and establishes a positive first impression, as consumers often prioritize businesses with a strong and positive online presence. Effectively managing and responding to reviews becomes crucial, as this engagement not only fosters customer trust but also signals to search engines that your business is actively involved and responsive to customer feedback, further enhancing your position in search engine rankings.

How to Start Managing Your Business Google Reviews

In order to start managing and receiving reviews, you first need to claim your Google My Business account. Through Google My Business, you can update essential business information such as name, address, phone number, pictures, and so forth. Here is the best way to get started with your GMB account. 

1. Claim Your Google My Business Account

Visit the Google My Business website and sign in with your Google account. If you don’t have one, create a Google account for your business. Search for your business on Google. If it’s already listed, claim the existing listing. If not, create a new one by providing accurate and detailed information about your business.

2. Verify Your Business

Google will send a verification code to your business address. This is typically done through a postcard. Once received, enter the verification code in your GMB account to confirm and authenticate your ownership.

3. Complete Your Business Profile

Fill out all relevant information in your profile, including your business name, address, phone number, website, business hours, and a concise business description. Ensure that this information is accurate and consistent with your other online platforms.

4. Add High-Quality Photos

Enhance your Google My Business profile by adding high-quality photos of your business, products, and services. Visual content can significantly impact a potential customer’s perception and decision-making.

5. Enable Customer Reviews

Finally, make sure that customer reviews are enabled in your account settings. Now you can start receiving reviews and responding to them to build your online reputation. 

How to Track Google Reviews

Tracking Google reviews can be done within the platform itself, however this is only feasible if you are a one-location business. For more developed businesses managing multiple locations, the smartest way to track your Google reviews is to utilize reputation management software. 

InMoment’s featured partnership with Google My Business allows you to have access to a comprehensive solution to monitor and manage Google business reviews, as well as reviews from other sites like Yelp, Tripadvisor, and Facebook. This CX integration gives you capabilities that include, but are not limited to:

  • Review monitoring, which pulls in and aggregates all your reviews
  • Review response, which allows companies to respond to Google reviews directly from the InMoment dashboard
  • Review generation, which helps businesses proactively ask for reviews and customer feedback through email and SMS campaigns.

How to Get the Most Out of Your Google Business Reviews

When dealing with large amounts of reviews, reputation management software allows you to be able to respond and track every review you receive. InMoment software provides a functionality for users to respond to reviews automatically, leveraging the power of AI. These response prompts can be generated based on the content of the review or brand guidelines, or they can be generated using conditional logic to change the tone and formatting. For example, a five-star review response will be different from one for a one-star review. 

However, our software does not stop at giving you the ability to respond to a large number of reviews, we also give you the power to track what is being said in those reviews. The platform meticulously monitors the number of ratings, offering insights into the overall star distribution, which is crucial for businesses gauging their online reputation. Additionally, InMoment employs advanced Natural Language Processing (NLP) and keyword extraction techniques to conduct customer sentiment analysis. This comprehensive approach enables businesses to delve deeper into the qualitative aspects of customer feedback, identifying sentiments expressed in reviews.

Track Your Google Reviews with InMoment

Google business reviews play an important role in how today’s consumers discover and judge businesses. They can also shape a brand’s online reputation, as well as reveal valuable insights into a company’s operations, showing areas where an organization can improve customer service and experience.

By tracking, responding to, and generating reviews on Google — and by applying best practices in reputation management — you can improve your brand’s search visibility, outperform competitors, and acquire more customers. Schedule a reputation management demo today to see how we can help your business! 


Luisa Zhou. Online Review Statistics: The Definitive List (2024 Data) (https://www.luisazhou.com/blog/online-review-statistics/). Access 1/24/24.

InMoment (integrated) Experience: Changing The Game

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. 

The event brought in senior leadership from analytics, CX, insights, and VoC programs  from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole. 

Dive in with us as we share key takeaways from our panels—Integrated CX: Listening Differently, ROI: Measuring Success Beyond NPS, and Reimagining CX with AI— and see how some of the biggest brands in retail, auto, hospitality, B2B, and consumer goods are reshaping their interactions with customers and setting new standards in their respective industries.

Major Hospitality Conglomerate Masters The Art of Engagement

At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement. 

What’s particularly remarkable is that their expansive operation of over 600 locations and reviews is managed by a lean team of two.

By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening. This reactive approach is complemented by their proactive strategy of acknowledging and responding to positive feedback—something that businesses often overlook. 

Responding to both positive and negative feedback can’t be overstated enough. Studies have shown that companies that engage with customer feedback can see up to a 5-10% increase in customer retention rates. It lets customers know that there’s a human behind your brand, and you’re open and receptive to changing your processes if inefficiencies are continually being called to attention. 

Engaging with positive and negative feedback consistently, across a vast number of locations, shows that scalability is possible with a small team if the approach is thoughtful and customer-centric.

Worldwide Furniture Retailer Redefines Comfort through Integrated CX

One of the biggest companies in the furniture space is pioneering a future where relaxation meets technology. They’re reimagining  ‘dad’s recliner’ into a modern-day relaxation experience. By merging AI with their products, they’re crafting personalized experiences that evolve with the user. 

McKinsey’s Global Survey on artificial intelligence has reported that businesses adopting AI can see a significant improvement in their performance, with some sectors witnessing profit increases of up to 20% attributable directly to AI. This isn’t just in industries like tech or finserv—this tech is breaching every market. 

Their story exemplifies that the utilization of AI can keep any business competitive and relevant by modernizing their approach. Companies like theirs can meet current consumer expectations while anticipating future needs, securing a leading position in innovation and customer satisfaction.

Major Tech Company Takes a New Angle on NPS Scores

One of the biggest, multinational tech companies in the world is utilizing every available feedback signal—reviews, call center transcripts, social media, and many more—to benchmark against the competition as well as to ensure a balanced view of feedback and signals across different areas of their own company. 

A Harvard Business Review study found that a 12-point increase in NPS leads to a doubling of a company’s growth rate. This approach, especially when applied alongside other feedback mechanisms, offers a comprehensive view of customer and employee satisfaction, enabling businesses to fine-tune their offerings and internal culture. This holistic understanding of feedback signals ensures companies stay ahead in competitive industries by maintaining a pulse on both customer loyalty and operational efficiency.

Through their comprehensive analysis of various feedback signals, they’ve created and maintained a distinct differentiation in their CX program apart from the competitors in their industry. Their detailed assessment offers deeper insights into customer loyalty and competitive positioning in the tech industry, ensuring that they have a complete and actionable view of both their business and the market as a whole. 

Top Car Manufacturer Provides a Human Touch in the Digital Age

One of the leading car manufacturers in the world spoke on a compelling narrative of human-centric customer experience. 

Amidst the digital transformation, they emphasized personal touches, like writing thank-you notes to employees. Emphasizing the employee-customer link has done wonders for their business, where appreciated employees are more engaged and happy at their jobs, which ultimately affects their customer interactions. 

The ability to offer personalized experiences is a critical differentiator for brands, particularly those where customers are dealing with high-cost, heavily-considered purchases such as automobiles and luxury goods. Personalization goes beyond mere customization of products or services; it encompasses understanding and anticipating the unique needs and desires of each customer, forging a deeper connection. 

A study by Epsilon found that 80% of consumers are more likely to make a purchase from a brand that provides personalized experiences. This statistic underscores the importance of a human touch in creating meaningful customer interactions. Brands that master the art of personalization significantly enhance loyalty and a competitive edge. In the context of high-value transactions, it can be the deciding factor that tilts the scales in a brand’s favor, with a higher probability of both a sale and a lifelong customer.

Mobility Industry Expert Reshapes Customer Experience

The journey of one of the big three in the car rental space evolved from traditional survey methods to dynamic feedback systems. Their focus on swift personalization reflects a deep understanding of modern consumer desires. 

A study by Salesforce revealed that 76% of customers expect companies to understand their needs and expectations. In this context, their company’s strategy reflects an acute awareness of modern consumer demands, emphasizing the importance of agile, responsive customer service frameworks that cater to individual needs.

They  prioritized employee well-being alongside customer satisfaction, emphasizing the importance of nurturing a growth-centric ecosystem. Their transformation signifies a broader shift in their identity, from a holdings company to a mobility company, attuned to the nuanced needs of today’s consumer.

Energy Leader Finds AI at the Forefront of Customer Service

A key player in the U.S. energy sector focused on how AI is revolutionizing how call center operations are managed and optimized, particularly in the processing and comprehension of call transcripts. 

InMoment’s toolkit excels in extracting meaningful data from these transcripts, which are often unstructured and varied. The algorithms sift through the data, identifying key themes, customer sentiments, and specific queries, unifying them in a holistic view. This process involves not just transcribing words, but also understanding the context and nuances of each conversation. 

Going a step further, their  AI-powered predictive analytics have been at the forefront of interpreting and extrapolating on data in real-time, helping brands gain a competitive advantage in the ever-evolving marketplace. 

It goes beyond data analysis by setting the foundation where decisions are anticipated, and deeper understanding of current trends helps mitigate future risk. The strategic use of this technology to inform decision-making processes is an advanced approach to business strategy.

As a result, what was once a simple record of customer interactions becomes a rich source of insights, allowing for a deeper understanding of customer needs and experiences.

With AI assisting in call center operations and making systems more optimized, they’re not just retaining loyal customers but also setting a new standard in an industry with historically poor customer feedback mechanisms. Their approach reflects a deep understanding of the need for efficient and personalized customer interactions in the coming decade.

Footwear Retailer Utilizes Unstructured Data as a Training Tool

One of the largest sneaker retailers in the country was one of the earliest adopters of Spotlight, by InMoment. This AI-powered CX software captures and analyzes all customer feedback signals to deliver stronger, more actionable customer experience insights. Like the company mentioned in the previous section, this retailer is also using this tool to pull unstructured data from call transcripts, and taking strategic actions based off of the analyzed data. 

According to IBM, 90% of all data generated by devices such as smartphones, tablets, and connected vehicles is unstructured. The untapped potential of unstructured data is staggering. Leveraging AI to analyze this data, companies can significantly enhance their understanding of customer experiences, leading to more informed decisions and better-aligned strategies.

By using real customer complaints as part of their training, this company ensures that their employees are well-informed and empathetically aligned with customer needs. This approach is a brilliant use of data to enhance customer interactions.

A New Era of Customer Experience

The InMoment (integrated) Experience | Changing The Game was more than a gathering of industry leaders; it was a showcase of the future of customer experience. Each brand, in its unique way, demonstrated that innovation, whether through technology, human touch, or the combination of both, is key to staying relevant and creating customer experiences that drive loyalty. 

As these brands continue to push the boundaries, they’re not only changing the game for themselves, but setting new and revolutionary standards for consumers. It marks the dawn of an era where innovation transcends tradition, compelling the entire industry to follow suit or risk obsolescence. They’re not just leading the change–they’re becoming the change—inspiring a future where excellence in CX is not an aspiration but a given.

Ready to revolutionize your customer experience strategy? Discover how InMoment’s integrated CX solutions can empower your business to listen differently, measure success beyond traditional metrics, and reimagine customer interactions with the power of AI.

Schedule a Demo Today

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