Webinar

Optimizing the customer journey is key to retention — and Voice of Customer (VoC) feedback can guide the way. However, sometimes the Net Promoter Score question isn’t the right one to ask. That’s why Customer Effort Score, Customer Satisfaction, and Product Satisfaction exist.

Whether it is your first Voice of the Customer (VoC) effort or you’re evolving a program to drive a better experience for your customers join Jessica Pfeifer and Rita Balgeman as they share a proven, turnkey CX approach that leading SaaS companies like DocuSign, Glassdoor, and Zoom are using to measure experience at key moments along the customer journey.

CX and UX champions, you seriously don’t want to miss this one!

This approach has kept us dead honest about where we need to improve, and helps us stay laser-focused. We tackle the big hairy problems, as well as the quick wins.” – Nathan Lippi, CX champion at PandaDoc

Meet the speakers:

Jessica Pfeifer, VP & GM Digital CX, InMoment

Jessica has advised hundreds of technology companies on how to create a Voice-of-the-Customer program that delivers business impact. A skilled CX strategist who specializes in optimizing the user journey, Jessica cofounded Wootric (now InMoment). She holds a BA from Yale University and an MBA from Harvard Business School.

Rita Balgeman, Sr. Research Manager, InMoment

Rita is a Senior Research Manager, she ensures the success of client programs from design through reporting and beyond. Rita focuses on meeting client’s business objectives and uncovering intelligence to help organizations take action. She is a Certified Customer Experience Professional and has a masters in Social Science with an emphasis on research and statistics from the University of Chicago.

You know that the digital customer experience has been vital over the last year—and for obvious reasons. But what is still unclear to brands across the world is, “what’s next?”

What are customers expecting from their digital experiences as the world returns to normal? Will they continue to forgo in-person interactions for digital options? Will they expect digital elements to be integrated into their in-store experiences? InMoment’s 2021 Digital Customer Experience Trends Report has the answers to these questions—and more—directly from your customers.

Join InMoment experts Radi Hindawi and Jim Katzman as they debut the findings of this report and break down the takeaways that are sure to inform your digital roadmap.

Trust us, you don’t want to miss this!

Jim Katzman, Principal, CX Strategy & Enablement

Jim’s wealth of sales and customer experience knowledge makes him an invaluable asset to InMoment. Prior to joining the company as a Principal of CX Strategy & Enablement, Jim accrued valuable experience on both sides of the sales relationship while working for such big names as Verizon, American Online, and Asurion. Jim is adept at using customer feedback to pinpoint deep-rooted problem areas within organizations, and is even more proficient at fixing them.

Radi Hindawi, Senior Director, Global Strategic Insights

Radi has been working in the research and experience industry for close to 15 years. He is currently the Senior Director of Global Strategic Insights and partners with clients on a research, consultative, and strategic level to derive key insights from customer, employee, and non-survey based data.

For the third consecutive year, we are proud to bring you the InMoment eNVy awards showcasing the top car models that deliver on buyers’ expectations. InMoment experts Dave Ensing, and Shawn St. Clair will review key takeaways from the new vehicle customer benchmark study and announce the eNVy award winners that recognize vehicles that outperform their competitors in delivering on buyer expectations. These awards are the ultimate consumer-based accolade for vehicle manufacturers as they are recognized and celebrated for their excellence.

The eNVy award winners are identified using the New Vehicle Customer Study, the world’s longest running benchmark of vehicle satisfaction in the industry. The study provides consumer feedback regarding vehicle experiences, shopping and buying patterns, and feature preferences and the eNVy awards recognize vehicles that outperform their competitors in delivering on buyer expectations.

Understanding the Investor Mindset

Unprecedented. It seems like that word is everywhere in the world of COVID-19, and that’s because it perfectly captures the difficulties we are all facing personally and professionally. This year is truly unlike any before—so how do you know how mass-affluent and high net worth investors will act in 2021?

To help you understand the investor mindset as the economy and market fluctuate, InMoment’s expert team has put together the 2020 Wealth Poll, an online survey of over 1,200 investors with over $100,000 of privately held assets each (including 400 with between $1 million to $10 million).

In this on-demand webinar, you’ll hear from InMoment experts Dan Hickey, Dick Pace, and Jennifer Passini as they review the key takeaways from the poll, including:

• What investors’ strategies look like heading into 2021
• How COVID-19 will affect that strategy
• How  investor attitudes have changed from ten years ago
• What elements are driving investor satisfaction and loyalty

When CX leaders hear the word “retention,” their default definition is most likely “keeping current customers happy.” But true retention is about a much deeper customer relationship—and the tools that drive retention go beyond just surveys. 

Hear from InMoment experts Jim Katzman and David Van Brocklin as they discuss why—and how— we can broaden our definition and make retention an evergreen, ever important experience effort. You will learn about:

• The four cornerstones of customer retention 
• Tools you can use to drive retention
• Stories from brands who have successfully driven loyal customer relationships

 

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

https://inmoment.wistia.com/medias/xp9irmsxot

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.

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!

View Webinar Here

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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Brands have significant blind spots when it comes to truly understanding their customers.

In order to help you keep up with your evolving customers, our SVP of CX Strategy, Brennan Wilke has teamed up with CustomerThink.com to discuss findings from InMoment’s 2018 CX Trends Report.

Watch the webinar below to learn about the latest developments and this year’s industry hot topics!

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InMoment’s 2017 Retail Trends Report explores the changing landscape of retail, and in the process, uncovers the essential yet distinct roles that both technology and human beings must play to satisfy the changing needs of consumers.

In this webinar, InMoment’s SVP of CX Strategy, Brennan Wilkie, discusses the highlights from the company’s 2017 Retail Trends Report. Tyler Saxey, Director of Customer Experience for Foot Locker, discusses how these trends are impacting retailers, and what’s on the horizon.

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