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The InMoment XI Blog

Best Practices. Industry Thought Leadership. Experience Improvement.

Blog

Loyalty Marketing Programs: How CX Insights Can Inform Incentives

By: The InMoment Team

It’s easy to confuse loyalty marketing programs with customer experience (CX) programs; both seek to drive positive customer relationships and...

Blog

Reducing Customer Churn: Do You Need Prediction, Interpretation, or Both?

By: Ton Luijten

Customer behaviour prediction—including customer churn prediction—is at the top of our clients’ agenda—and for good reason. Who doesn’t want to...

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Luxury Retail: Three Elements to Closing the Physical and Digital Experience Gap

By: The InMoment Team

Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not...

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What the Supply Chain Crisis Means for Your Customer Experience

By: Simon Fraser

The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. One...

Blog

You Ask, We Tell: How Do I Increase Survey Response Rates? Should I Shorten My Survey?

By: Dave Ensing, Ph.D.

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded...

Blog

Three Elements That Make Traditional Market Research Inadequate for Experience Improvement

By: Jessica Petrie

What do you think of when you hear the term “market research”? For many brands, it brings to mind putting...

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What Is the First Step in a Customer Experience Transformation Roadmap?

By: The InMoment Team

Whether your program is just getting started or has stagnated over the years, this post is for you!  Every brand—across...

Blog

Three Steps to Align Your CX Program Goals with Business Initiatives

By: The InMoment Team

Has your customer experience (CX) program matured or just begun? Or is it somewhere in the middle? No matter where...

Blog

4 Reads That Will Help You Prove CX ROI

By: The InMoment Team

At the end of the day, investing in customer experience (CX) is about more than just the score. Sure, it’s...

Blog

Who Owns Your CX Program? (Hint: It’s Everyone)

By: Eric Smuda

In my last post, we discussed the difference between interactions, engagement, and customer experience.  Now, I’d like to dive deeper...

Blog

3 Elements to Consider When Selling CX to Your Boardroom

By: The InMoment Team

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are...

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...

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