Announcing the Latest XI Platform Product Enhancements

Q2 Product Enhancements

InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe. This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment.

Below you’ll find the latest innovations to: 

  • Summarize customer feedback more effectively to save time and resources
  • Improve the closed-loop service experience to reduce churn and increase customer lifetime value
  • Infuse feedback into enterprise systems to save time and resource expense
  • Elevate your CX programs and the teams that drive them to create program efficiency and a quicker time to value

“We’re proud of our innovative and aggressive product cadence to deliver innovation and product enhancements into the market regularly,” said Sandeep Garg, Chief Product Officer at InMoment. “We believe it is important to continually enhance products alongside introducing new innovative solutions that benefit our clients and the goals they are trying to achieve to improve their customers’ experiences.”

If you’re a client and want to talk to someone about the updates to the XI Platform, contact your account rep. If you simply want to learn more about our innovative products and services, a representative can answer your questions by completing the form below, and we’ll get right back to you.

Product Enhancements to Increase the Business Value of CX Initiatives Include the Ability to:

Summarize Customer Feedback More Effectively to Drive Focused Action

First-of-its-kind technology–Smart Summary Generator powered by Generative Pre-trained Transformer (GPT) technology, intelligently transforms feedback into easily consumable short, structured paragraphs. to surface the most important topics and trends to help organizations take immediate action on their customer feedback. What’s so exciting about this technology is it reduces the time spent analyzing and helps immediately summarize key themes and topics, making it easier for businesses to get to the root cause quickly. Read the press release about this innovation and other exciting AI capabilities that help save a ton of team time and resources by summarizing customer feedback more efficiently. 

Improve the Closed-Loop Service Experience

We’ve made major UI upgrades and introduced additional features to increase the performance of case management systems. Organizations can now also include employee insights that describe the moods of the employee and the customer at the case close (the person who called into the call center and you resolved their issue). There is also the capability to use closed-loop data for reporting alongside operational data to get additional insights about the customer and their experience. This allows teams to use customer case data to dig deeper into segments and geographies, enabling a better understanding of what to take action on to reduce churn and increase customer lifetime value.

Drive CX Program Engagement by Infusing Feedback into Enterprise Systems 

We often mention integrated CX and the ability to integrate different systems, feedback channels, and key insights that lead to action as key contributors to the success we see our clients have when it comes to understanding their customers. With that in mind, we’ve made major updates to our workflow application to easily export text analytics data and send it directly into BI tools. It allows users, like analysts or researchers, the ability to pivot on data from tags to mine data and find insights that no one else can find in their BI tools of choice. This gives business analysts the flexibility and control over data analysis, which saves time and resource costs by minimizing the need for manual or scripted analysis. This process is critical to helping organizations identify trends and actionable insights more quickly, regardless of the data source or language.

Elevate CX Programs and the Professionals that Drive Them

InMoment and NPSx by Bain & Company have entered an exclusive strategic partnership to continue our efforts in alleviating the angst organizations are having as they struggle to understand where to begin when setting up a CX program or how they can evolve their program’s maturity level. Our joint expertise helps organizations understand how to assess current CX capabilities and how to create and execute successful CX strategies and initiatives to improve program efficiency and quicker time to CX value. NPSx Bain is also an expert in training and certifications with accreditation for CX professionals and practitioners to enhance their expertise around the latest customer experience and NPS prowess or training and certification to stay current with industry best practices, develop new skills, and advance careers. 

These enhancements and more, including 26 new language capabilities added to the platform, have been designed to help our clients summarize and leverage customer feedback more efficiently, identify how to take targeted action on closed-loop feedback, leverage AI to intelligently transform feedback into easily consumable paragraphs to understand themes, and export text analytics to current BI tools. 

To learn more about the latest product innovations and enhancements, you can find additional detail on the web pages linked above or check out the release notes here

Implementing a Customer Experience Platform? Here’s Three Things CIOs Need To Know

Implementing a customer experience program (or any new technology) is exciting—it takes a massive effort from your whole team to get through the RFP process, work out what your new experience technology will look like, how it will integrate with your existing systems, and sign the contracts. At this point, almost everyone in the business is ready to hit the ground running. That being said, there’s usually one team that feels nervous around this stage: the IT team. This team knows what it looks like to onboard a new partner, handle mass amounts of data, and actually get the project off the ground. 

After thousands of implementations globally, we at InMoment have seen every angle of what it’s like to migrate enterprise-level IT projects: the good, the bad, the ugly. What’s more, most of our clients are working with limited resources and stretched teams with no room for headaches. We’ve designed our entire InMoment Platform implementation process to mitigate our clients’ stress and make this one of the most seamless onboarding processes they have ever experienced.

Here’s three things you need to know about implementing a CX platform:

We Protect Your Team’s Time and Resources During the Implementation Process 

Whether this is your first time implementing a CX platform or you are migrating from another vendor, the implementation process has been carefully designed to minimise the effort on your side. During the onboarding process, our team will work with your IT team to design a robust, low maintenance integration with your existing systems—even out-of-the-box connectors to CRMs like Salesforce. 

Our cloud applications don’t require investments and installation of hardware and software, you should be able to get them running and productive in a fraction of the time compared with on-premise software. DNS configuration, digital certificates, and SSO integration are typically all that is needed to get started with the platform.

Beyond desktop support we do not expect our customer’s IT teams to assist the users in the use of the application itself.

The InMoment Platform uses a built-in ETL tool called “XI Workflow,” which is a data processing and workflow engine built for the needs of large programs. 

XI Workflow minimises data work on your side by:

  • Configuring business rules and calculations
  • Automating data imports and exports
  • Transforming data from its raw source to consumption
  • Establishing data processes through drag and drop features
  • Simplifying and accelerating implementation processes

Furthermore, our data warehouse exports are designed in a way in which introducing new surveys or questions does not require any change to the interface itself. 

Don’t just take it from us—we have endless experience integrating data across some of the biggest brands across Asia-Pacific, and they are happy to endorse the seamlessness of the integration process.

You Can Give Different Employees Varying Levels of Access to Data

The InMoment Platform is able to grant specific authority to different user groups. A single report or dashboard can be shared with different users across the organisation, from C-Suite to the frontline. Using flexible hierarchies, this single report or dashboards can have embedded permissions levels and will automatically open on a drill down level that is meaningful to the user.  

If You Need Support After Your Program is Implemented, We’ve Got You Covered

What sets InMoment apart is our award-winning partnership approach to client relationships. Kicking off from the implementation phase, InMoment has technical resources available globally (including in the APAC region) to act as an extension of your team. Beyond desktop support, we do not expect our customer’s IT teams to assist the users in the use of the application itself.

InMoment offers 24/7 support, which means you’ll always be able to connect to a human and resolve any issue that may surface.  From there, our team at InMoment partners with clients through our Continuous Improvement Framework, so they can evolve their programs as their CX and EX maturity grows. 

Interested in learning more? We’ve outlined thirteen Q&As from leading CIOs here in this guide. Get your free copy here

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