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The XI InMoment Blog

Leverage best practices and industry thought leadership with our Experience Improvement (XI) blog

Blog

2 Ways Reducing Friction Benefits Customers & Brands

By: Jim Katzman

Reducing customer friction is extremely important to any brand. However, going about friction reduction in the right way can do...

Blog

Turn Market Research into Stories in 4 Easy Steps

By: The InMoment Team

Companies don’t have to look far for market research these days. In fact, most organizations are inundated with such data—operational...

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How to Design an Effective Customer Recovery Strategy

By: The InMoment Team

Brands work hard to keep their customers happy and to create positive experiences, but the reality is that no organization...

Blog

Three Ways to Find the Meaning Behind Ease & Effort Scores

By: The InMoment Team

For decades, brands have used metrics that gauge how easy (or difficult) a time customers have interacting with them, as...

Blog

Why Your Brand Needs to Desilo Customer Journeys Today

By: Eric Smuda

As customer experiences grow more complex, so too have customer expectations. This has become especially true in recent years, as...

Blog

How to Eliminate Friction in Your Customer Journey

By: The InMoment Team

“Friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Within that context, friction refers...

Blog

What Customers Expect from a Modern Brand Experience

By: Eric Smuda

The experience world has seen a certain term crop up more and more in recent years: omnichannel. This word has...

Blog

Three Paths to Understanding Why Customers Leave Your Brand

By: The InMoment Team

Retaining customers is one of the best ways to ensure that your brand is building a strong bottom line and...

Blog

How Talking to Past and Present Customers Reduces Future Churn

By: Jennifer Passini, Ph.D.

Reducing churn and retaining a solid base of loyal customers is a constant challenge for brands, which is why setting...

Blog

The Greatest CX Opportunities for Financial Services in 2021

One of our favorite things about the 2020 Wealth Poll is that it didn’t just dissect the investor mindset. It...

Blog

Why Customers Churn—And How Your Brand Can Respond

By: Jennifer Passini, Ph.D.

Of all the inevitable frustrations that come with doing business, perhaps none are so consistent as customer churn. Though countless...

Blog

How to Ensure Your Brand Promise and Customer Experience Are Always Aligned

By: The InMoment Team

One of the toughest challenges that many brands face is making sure that what they promise lines up with what...

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