Webinar

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

https://inmoment.wistia.com/medias/mg0lmmdfru?embedType=async&videoFoam=true&videoWidth=640

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

https://inmoment.wistia.com/medias/50n5aj9jix?embedType=async&videoFoam=true&videoWidth=640

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

https://inmoment.wistia.com/medias/duygr8yag9?embedType=async&videoFoam=true&videoWidth=640

The Increasing Impact of Emotion and Personalization

For the third consecutive year, we at InMoment have conducted our CX Trends Report examining how customers and brands prioritize essential elements of customer experience (CX), as well as exploring emerging trends. This year, we took a deep dive into emotion and personalization.

In this webinar, InMoment’s SVP of Customer Experience Strategy, Brennan Wilkie, and VP Head of client services in EMEA, James Bolle, share some very interesting insights from the report. Here are some of the topics you’ll hear:

• Which emotions customers identify with great experiences versus bad experiences
• How customers and brands view personalization and what that means for your business
• The disconnects between how brands and customers view CX

https://inmoment.wistia.com/medias/68gmt9cmtx?embedType=async&videoFoam=true&videoWidth=640

For the past three years, InMoment has conducted a study examining how customers and brands prioritize essential elements of CX, as well as exploring emerging trends.

In this on-demand webinar, Brennan Wilkie, InMoment’s SVP of Customer Experience Strategy, provides a sneak peek into some of these findings, including a special look into brands’ personalization efforts and the emotions of consumers:

“Despite all the talk about exceeding expectations, our customers’ wants are quite basic. They simply want what they believe you, as a brand, have promised them. When there is alignment between your brand promise, the customer expectation, and the customer experience – customers are happy.”

https://inmoment.wistia.com/medias/6twhefkdcw?embedType=async&videoFoam=true&videoWidth=640

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.

https://inmoment.wistia.com/medias/2385wq4dvo?embedType=async&videoFoam=true&videoWidth=640