Webinar

Storytelling has become increasingly important in CX—especially when it comes to translating data into action. In a recent report, Forrester found that “data storytelling not only persuades the analytical part of the brain; it also uses emotion, a key driver of decision making.” In other words, regardless of your audience, every CX pro needs to become a world-class storyteller.  

In this webinar, InMoment’s Simon Fraser applies the art—and science—of storytelling to CX, giving CX professionals a powerful tool to supercharge their initiatives.    

Tune in to learn how to:

• Harness the power of story to affect change
• Create emotional and intelligent impact through stories
• Structure your stories to audience and objective
• Leverage the Voice of the Customer to inspire and persuade

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In the age of what McKinsey & Co. calls the “experience economy,” retailers are faced with a unique challenge: provide innovative products and services while also creating and maintaining a customer experience that keeps customers both trusting and loyal. As we all know, however, fostering this kind of relationship is more than just a little complicated.

In order to help retailers understand the current state of trust and loyalty, customer deal-breakers, and the overall retail customer experience, InMoment surveyed 1,300 U.S. consumers to develop the “2018 Retail CX Trends Report: Trust and Loyalty in the Experience Economy.”

Tune into this exclusive webinar where we’ll discuss the three major themes of our findings and what they reveal about how retailers can tailor their customer experience to what actually matters for customer loyalty today.

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Customer experience has taken measurement and metrics to an entirely new level. From NPS, OSAT and Customer Effort Score, to Net Retention and First Call Resolution—the ways to understand whether or not you’re headed in the right direction are nearly limitless. Now the question isn’t what you are measuring but if what you are measuring has meaning for your business.

Check out this InMoment webinar, where we’ll walk you through four guiding principles for metrics with meaning!

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CustomerThink research revealed that just 7% of CX initiatives have created competitive differentiation. Only 23% have realized tangible benefits. Add it up, and less than one-third of CX initiatives can claim the clear “win” that CEOs are demanding.

Will your company be a success story, or end up as roadkill on a failed CX journey?

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In a perfect world, your CX efforts would be a top priority throughout your entire company, but that’s not always the case. With top-level buy in being so necessary for success, it falls on CX leaders to create a CX business case and prove ROI before any substantial progress can be made — but how?

In this InMoment webinar, guest speaker Maxie Schmidt-Subramanian, principal analyst serving customer experience professionals for Forrester, will share:

• How CX Leaders can quantify the financial benefits of customer experience
• Creating a cost road map
• Crafting an ROI model that allows you to make quick wins and meet long term goals, ultimately bettering your business with premium customer experience

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With the rise of customer experience as the new battlefield for competitive differentiation, companies in all industries and of all sizes across the globe are adopting both the Net Promoter metric and system as a way to measure and improve relationships with customer and employees.

Despite good intentions, many CX practitioners miss important elements of implementing and executing Net Promoter inside their organizations, resulting in missed opportunities and disappointing results. In this webinar, Bain & Co.’s Phil Sager will discuss the most common roadblocks to NPS success, and how to overcome them.

Topics include:

• Lack of leadership alignment and commitment
• Lack of a reliable trusted metric
• Focus on score vs. behaviors
• Linking to incentives too early
• Failure to prioritize and focus

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Successfully “closing the loop” on customer feedback is one of the most basic — and essential — components for great customer experience (CX). In fact, CustomerThink research finds leading brands are 2.5 times more effective at translating feedback into action, making it one of the most significant differentiators in customer-centric success.

Unfortunately, most brands only take an elementary approach to this important process, leaving customers wanting and employees frustrated. Result: missing huge opportunities for real cost savings and revenue growth.

In this webinar, Erich Dietz, Senior VP of Worldwide Alliance Partners at InMoment, will reveal the top three secrets to closing the loop effectively.

https://inmoment.wistia.com/medias/wnbhx3ojlv?embedType=async&videoFoam=true&videoWidth=640

CX ROI doesn’t happen by accident. Brennan Wilkie, a veteran of CX measurement and customer listening, shares essential elements in building and proving value in CX initiatives.

Wilkie, InMoment’s SVP of Customer Experience Strategy, discusses:

Mapping your value landscape

• Linking initiatives to larger business objectives
• Defining success
• Results-oriented listening
• Gaining support for action

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As companies turn toward customer experience as a way to rise above their competitors, one of their first instincts is to ask questions. Lots of them. But today’s customers want conversations, not interrogations. Using outdated methods and technologies will leave you with weak insights and damaged relationships.

In this on-demand webinar, Brennan Wilkie, InMoment’s SVP of Customer Experience Strategy, explores the science and art of effective customer listening.

https://inmoment.wistia.com/medias/0g8vp9mqq0?embedType=async&videoFoam=true&videoWidth=640

As Customer Experience (CX) evolves, the most successful brands are moving away from a simplistic survey/score philosophy to leveraging CX as a comprehensive, necessary driver of change. But making that leap isn’t easy. It’s a complex process that requires strong, skilled leadership, world-class technology, and an unwavering commitment to execution.

Erich Dietz, author of “CX: The Art of the Possible” and vice president worldwide strategic accounts at InMoment, discusses the process through the lens of a variety of CX leaders. From creating and promoting a culture of accountability to implementing the necessary human and technology resources, discover what it takes to transform your brand from a score-based follower to an insights-driven leader.

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