Experiences shape our world. They’re a culmination of moments—moments filled with emotions, judgments, challenges, and growth. Every moment presents an opportunity to make a positive impact and an integrated CX approach helps businesses move beyond basic customer feedback measurement and metrics toward experience improvement and better business results.
Integrated Signals
Connect with the Most Important Voices Across the Customer Journey
Integrate the voice of the customer, potential customer, and employee wherever they are in their journey with you. Whether they are taking surveys, online chat, leaving reviews, or calling in.
Do-It-Yourself, Full Service, or Somewhere In Between
Integrate CX technology with a flavor of self service or leverage strategic advisors to help you reduce churn, acquire new customers, grow relationships, or reduce business costs.
An integrated AI-powered approach to eliminating data silos and leveraging intelligence to prioritise action, inform business decisions, and identify the most important initiatives for you and your business.
Medibank was awarded the winner of "Best CX Transformation" after record-breaking service and NPS scores, an increase in market share, and a reduction in overall customer complaints!
About three years ago, the NRMA teamed up with InMoment to start looking into its customers’ emotions for the first time. To get started, the CX team included more than 10 hard-coded emotion questions within member surveys asking both open-ended and ratings-based questions. This gave the business a solid foundation of comparison when beginning to use the emotions product in text analytics.
As a result of all initiatives under the Parcel Delivery Experience Transformation team, the business has seen $1.7m in operational cost reduction, NPS increase of 27% and project payback in year 0
“InMoment got involved in our business and culture journey, designed an experience improvement plan, and really helped us understand what the franchisees needed to do better with their businesses."
When we first selected InMoment, we had a fantastic and smooth experience transitioning from the sales process to our client success team. We were really impressed by the kick-off meeting, the accessibility and the dedication we received from the whole process. We were so impressed, that we are taking that experience and trying to replicate it across our own relationship management at legalsuper!
legalsuper’s Manager of Insights and Service Design
The surveys so far have given us incredible results and fast tracked the relevant insights that were meaningful for us. At the same time, InMoment has focused on building the right case management program for us and really supported us along the way. And we’re constantly tweaking our program now to ensure we’re recovering customers, engaging people and turning them from a passive into a promoter.
"Jemena is delighted to be partnering with inMoment to enhance our voice of the customer program. One of Jemena’s core values is to consider customers in everything we do, and the capabilities of the InMoment solution will empower us to fully understand what matters to our customers and how to serve them best."
Kate Hawke, Jemena’s Group Marketing Manager
"InMoment is not just a software for us, they are our CX partners and extension to our CX team at TTI ANZ."
Success with VoC comes from a corporate culture that encourages each customer channel to feel true ownership of their customer experiences and uses VoC to problem solve in a way that makes a genuine impact to the business’s bottom line.
Shalvina Govind, Voice of Customer Specialist, Synergy
“For our operating, training, and HR teams, addressing the right service concerns in order of priority in the right regions has been critical. And for our product development and marketing teams, we know what we should continue doing well through drivers of experience and dashboards.”
The Foxtel Group is Australia’s leading television company with more than 4 million subscribers to a range of broadcast and streaming services. With so many competitors in the subscription television space, it’s crucial for the Foxtel brand to deliver excellent experiences to customers at every opportunity.
