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Primark, an international retailer, currently operates in 400 stores in thirteen countries across Europe and, most recently, America. The aim for the team at Primark is to provide the best product for the best price—and create the best customer experiences by understanding customers more.

Since partnering with InMoment, Primark is able to understand what brings their customers back time again and also what improvements need to be made to encourage customers to shop more. 

Watch this case study video to hear from Phil Clarke, Analytics and Reporting Manager at Primark, as he explains how Primark is quickly able to leverage feedback to understand their customers and take actions to improve future shopping experiences using InMoment’s Experience Improvement (XI) Platform, the leading technology to collect and analyse customer and operational data, helping achieve CX ROI.

There are many moments that make up a customer’s experience. But the fact of the matter is that there are simply moments that matter more, especially when it comes to a customer’s overall perception of your brand.

Behavioral science tells us that it’s moments of emotional highs and lows that create the most impact on brand perception, but how do you identify those moments along your customers’ journey?

Enter InMoment’s solution, Touchpoint Impact Mapping, a unique analytical approach which brings customers’ emotional state to life at each touchpoint, creating a compelling insight into behavior drivers. With this knowledge in hand, brands can identify what moments need to be amplified and scaled—and which touchpoints could use some improvements.

Watch the full video to hear more from InMoment’s Senior Insight Design Specialist Dan Jones!

We’ve all been there: you feel like you’re doing everything you can with your customer experience (CX) program, but you just aren’t moving the needle like you (and your stakeholders) want to. In this XI Expert Take episode, Senior Director of Strategic Insights Funda Whitaker dives into how you can craft a blueprint that will fuel short-term and longterm value—and get your CX program “unstuck.”

You have implemented an experience strategy, your customer retention is strong, satisfaction scores are high—but are you exploring all the options to drive brand loyalty? Driving cross selling and upselling opportunities is a powerful way to build customer trust and grow your business.

In this video, you’ll hear from customer and employee experience experts, as well as brands who are leveraging their experience programs to identify and leverage cross-selling and upselling opportunities.

Welcome to InMoment’s “XI Expert Take” series! If you’ve ever wanted to sit down with an experience expert to talk about your customer, employee, or brand experience initiatives, these in-depth conversations are for you.

In today’s episode, InMoment’s VP of Sales East Dave Wiser sits down with VP of Global Employee Experience Stacy Bolger to discuss the connection between employee and business success (and how all of that impacts your customers). You’ll learn: – The tangible cost of failing to listen to employees – Where employee experience initiatives are most successful – How employee experience affects your customer – How to leverage employees to drive customer acquisition, customer retention, share-of-wallet, and cost reduction.