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The InMoment XI Blog

Best Practices. Industry Thought Leadership. Experience Improvement.

Blog

The Difference Between Customer Interactions and Customer Experiences

By: Eric Smuda

Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate...

Blog

A Winning Combination: Unstructured & Structured Data Analytics in Today’s Customer Experience Environment

By: Melanie Disse

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice...

Blog

Thinking About Employee & Customer Journey Mapping? 3 Reasons to Dive In

By: The InMoment Team

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one...

Blog

Five Steps to a Successful, Anonymous Employee Experience Program

By: The InMoment Team

People are power when it comes to business. And taking the time to understand employee thoughts, feelings, and feedback can...

Blog

The Science and Art of CX Goal Setting

By: Dave Ensing, Ph.D.

In this blog I will address a question that I’ve come across many times during my 20 years as a...

Blog

CX Day 2021: Three Stories that Prove CX Is a Team Sport

By: The InMoment Team

You know that old saying, “There’s no ‘I’ in ‘team’?” Well, there may be an “I” in “customer experience,” but...

Blog

Three Tips for Sending the Perfect Email Survey Invitation

By: The InMoment Team

What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation...

Blog

True Customer Loyalty Starts with The Basics: Which Of These Are You Missing?

By: Thomas Kohlenbach

Every company executive will agree that having loyal customers is a key to business success. But what are executives really...

Blog

3 Ways CX-Driven Brand Reputation Helps Your Business

By: Jim Katzman

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but...

Blog

How to Humanize Customer Experience & Drive Meaningful Customer Relationships

By: The InMoment Team

There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled...

Blog

Customer Service During COVID-19: Three Tips For Navigating Sky-High Customer Expectations

By: The InMoment Team

Delivering customer service during COVID-19 was a challenge across the board-— but perhaps no industry was hit harder than travel...

Blog

5 Ways to Get CX Buy-In from Frontline Employees

By: Jim Katzman

Frontline employees are constantly tasked with metrics—handle time, occupancy, attendance, and, of course, customer experience (CX). However, all of this...

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