For anyone that was unable to make it to this year’s CX Elevated conference, we’re sorry we missed you! Over the course of one week, we had the opportunity to speak with brands across different industries, learn how others are using the InMoment platform to solve business problems, and share best practices for creating loyal and satisfied customers.
Here are a few of the big takeaways from the week:
1. InMoment got a new CEO.
We are excited to introduce Andrew Joiner as InMoment’s new Chief Executive Officer. With past experience in high-growth, market-leading SaaS organizations, Joiner will build on InMoment’s financial strength, technology, and the market opportunity. John Sperry, former CEO and founder, will act as chairman of InMoment’s board of directors, and will focus on future innovation for the company.
2. We launched an amazing solution called Discover.
Discover™ is a first-of-its-kind analytics tool that produces a new level of CX intelligence.
Using InMoment’s advanced analytics technology, Discover dives deep into CX data to uncover statistically significant patterns, trends, and anomalies. The tool then routes the information to the right people across the organization. With this real-time intelligence, leaders in every corner of the business can take appropriate action immediately to avoid damage to their brands and capitalize on opportunities.
3. Dan Pink taught us how to influence others effectively.
Pink, author of three New York Times bestsellers, demonstrated the new ways leaders are persuading, influencing, and motivating others. He introduced and explained the power of overlooked techniques, such as perspective-taking, problem-finding, and using purpose as a motivator, and offered concrete steps to put these ideas into action.
4. Comcast, Ipsos, and McKinsey & Co nailed it in the Executive Leadership track.
Graham Tutton, Vice President of Customer Insights at Comcast, presented best practices for identifying and connecting customer and financial interests for maximum stakeholder value.
Jon Atkin, Senior Vice President at Ipsos Loyalty, discussed practical advice on what it takes for an organization to become truly customer-centric, creating buy-in and alignment from the top down.
Victoria Bough, Measurement Expert at McKinsey & Co., discussed how InMoment’s technology is supporting and elevating brands’ ability to more effectively understand, improve, and leverage customer journeys.
5. A Forrester analyst taught us how to power employee behavior change.
Samuel Stern, an analyst at Forrester, discussed how organizations utilize the feedback from customers and employees to guide customer-centric behavior change among employees. Stern explained just how significant company culture is to customer experience outcomes, emphasizing that individual behavior change is at the heart of any culture change.
6. Our ridiculously fun Snow Day.
With a packed week of CX information and best practices, we were happy to sneak away for a relaxing afternoon at Snowbird Resort and Lodge. Attendees were able ski our world-famous slopes, unwind with a trip to the spa, or enjoy other snow activities like snowmobiling and snowshoeing. What’s a trip to Utah without experiencing the Greatest Snow on Earth?
We hope to see you next year!