The Difference Between Customer Interactions and Customer Experiences
Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate...
A Winning Combination: Unstructured & Structured Data Analytics in Today’s Customer Experience Environment
Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice...
Thinking About Employee & Customer Journey Mapping? 3 Reasons to Dive In
There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one...
Five Steps to a Successful, Anonymous Employee Experience Program
People are power when it comes to business. And taking the time to understand employee thoughts, feelings, and feedback can...
The Science and Art of CX Goal Setting
In this blog I will address a question that I’ve come across many times during my 20 years as a...
CX Day 2021: Three Stories that Prove CX Is a Team Sport
You know that old saying, “There’s no ‘I’ in ‘team’?” Well, there may be an “I” in “customer experience,” but...
Three Tips for Sending the Perfect Email Survey Invitation
What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation...
True Customer Loyalty Starts with The Basics: Which Of These Are You Missing?
Every company executive will agree that having loyal customers is a key to business success. But what are executives really...
3 Ways CX-Driven Brand Reputation Helps Your Business
Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but...
How to Humanize Customer Experience & Drive Meaningful Customer Relationships
There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled...
Customer Service During COVID-19: Three Tips For Navigating Sky-High Customer Expectations
Delivering customer service during COVID-19 was a challenge across the board-— but perhaps no industry was hit harder than travel...
5 Ways to Get CX Buy-In from Frontline Employees
Frontline employees are constantly tasked with metrics—handle time, occupancy, attendance, and, of course, customer experience (CX). However, all of this...
