Webinar

Did you know that 94% of consumers say a bad review has convinced them to avoid a business and that the purchase likelihood for a product with five reviews is 270% greater than that of a product with no reviews?

Online reviews are more than just tools for shaping customer perceptions and improving local SEO. They serve as potent unsolicited feedback signals, unveiling valuable insights and opportunities for proactive measures. By taking a holistic approach, you can enhance your online visibility, attracting a larger customer base while elevating their experiences and fostering loyalty.

The benefits are clear, but are you fully capitalising on the strategic potential of social reviews?

Join us with Erik Skurka, Commercial Director at ReviewTrackers, as we delve into real-life examples of how organisations can follow a multi-phased approach to harness the power of reputation management and review data.

During this on-demand webinar, you’ll uncover how to:

• Seamlessly infuse reviews into existing processes and execute multi-signal analysis to extract game-changing insights for informed decision-making.
• Craft a laser-focused review strategy that retains current customers and magnetises new ones, fortifying your brand’s reputation.
• Harness advanced reputation management techniques, including competitive analysis, benchmarking, and action plans tailored to your field.

Why is the ROI of experiences so hard to establish?

The answer is twofold:

• ROI can’t be captured in a single number; the value of your program is wide-ranging and can be found in any part of the enterprise.
• Many businesses focus too much on the end goal (ROI), but fail to establish a program with the necessary elements required for success.

In this webinar, Radi Hindawi, SVP of Insights & Consulting at InMoment, guides you on enhancing your current experience programs. Learn how to harness a variety of signals and provide specific insights tailored to each of your internal stakeholders. Radi also shares real-life examples of global success stories, featuring brands that have embarked on this revolutionary journey of going beyond metrics, and focusing on the meaning behind them.

Customer feedback lies at the heart of every winning CX strategy, yet over 80% of valuable data resides beyond traditional surveys.

How can CX professionals access and interpret dispersed data to identify the actions driving maximum customer impact?

InMoment’s VP, Solutions Consulting, APAC, Eric Weight, demonstrates practical ways to leverage AI in expanding, integrating, and analysing customer feedback to maximise your CX program’s ROI.

What You’ll Learn in This 30-Minute Demo:

• How to leverage existing and new experience data to identify and strengthen customer signals
• How to model the results to deliver AI-driven, actionable insights from every touchpoint in the customer journey
• How to prove the impact of AI-powered actions and further interrogate customer data to find new opportunities

Don’t miss this exclusive opportunity to gain actionable insights that will drive your organisation towards CX excellence.

ABOUT YOUR SPEAKER:

Eric Weight
VP, Solutions Consulting, APAC
Eric has a proven track record of designing and deploying CX and AI solutions for some of the largest companies in the world. He also has considerable experience leading CX consulting, services, and product teams worldwide. He currently leads InMoment’s solution consulting teams responsible for driving the ROI and profitability of CX initiatives for Asia-Pacific clients.

Join us for an exclusive on-demand webinar—Three Tips for Building an Award-Winning CX Program. If you missed Josh Marans’ insightful presentation at InMoment’s XI Forum Sydney, or if you want to revisit his key points, this is your chance to learn how he transformed InMoment’s Elevate program into an award-winning success in just 365 days.

In this webinar, Josh deep-dives into three practical tips:

• Stop Doing Things That Don’t Work: Learn how to identify ineffective practices and explore alternative methods like live customer interviews for richer insights
• Listen With Purpose: Discover the importance of defining the purpose, ownership, and governance of customer feedback to drive continuous improvement
• Always Be Celebrating: Find out how recognising and celebrating employees who go above and beyond for customer success fosters a customer-centric culture

Don’t miss this opportunity to take your CX program to the next level!

ABOUT YOUR SPEAKER:

Josh Marans is InMoment’s Head of Experience Improvement and is joining us from the States! In seven years at InMoment, he has been tasked with leading several strategic initiatives, including revamping and relaunching our own internal customer experience program: Elevate. In addition, Josh leads global training and enablement initiatives, and is on the board of “Women of InMoment” and “InMovement,” which are ERGs focused on diversity, equity, and inclusion at InMoment.

Implementing a Voice of Customer (VoC) program can be challenging, especially when it comes to changing people’s behaviour and getting everyone on the same page. In this on-demand webinar, our team of experienced InMoment consultants share their insights on how to drive change in your organisation’s VoC program.

Join our Head of Consulting, Gillian Mackay, and Senior CX Consultants, Kiri Burgess and Helene James as they share their expertise in implementing successful VoC programs for clients such as Foxtel, Commbank, nbn, and IAG.

The InMoment Consulting Team provides specific client examples across three key areas:

• Defining the desired behaviour
• Identifying drivers and barriers to behaviour
• Designing interventions to promote a change in behaviour

Learn how to effectively influence change in your organisation’s VoC program using key principles from behavioural science in this 30-minute on-demand webinar.

How CX Professionals Can Align the Entire Business for Customer Centricity

You’ve reviewed the symptoms and you know the diagnosis: your customer experience (CX) program is suffering from a severe case of organisational CX silos.

Had enough of the lack of communication and transparency, limited data access, survey chaos, and absence of insights? Then this webinar is for you!

Join InMoment’s Will Huffman and Angela Zieres as they walk through an organisational silos treatment plan, including the proven strategies we’ve seen clients leverage to unify their efforts, remove duplicated work and customer friction, and inspire big wins for their program!

You’ll learn:

• Why organisational silos can be so detrimental to your CX program—and your business
• How a combination of sponsorship, collaboration, and governance can help you say goodbye to silos
• What specific actions you need to take to stay unified and customer centric

View On-Demand Now!

YOUR SPEAKERS

Will Huffman, VP of Customer Success, InMoment

In his role at InMoment, Will leverages his extensive experience as a CX leader across multiple industries to help the world’s greatest brands transform their customer experiences and fuel business-wide success in challenging and competitive markets.

Angela Zieres, Manager of Program Excellence, InMoment 

Every day, Angela helps to facilitate Experience Improvement, getting her start working directly with brands to provide strategic direction and in-depth data analysis, enabling them to make key adjustments to improve their customer experience. Currently, she oversees InMoment’s internal processes, ensuring that InMoment clients are on the path to success!

More than ever, people are turning to the internet to decide who they want to do business with. According to recent research, 94% of consumers say a bad review has convinced them to avoid a business. The silver lining? The top 10% of brands responded to reviews quickly and more consistently, ultimately leading to higher overall ratings. 

It’s critical for organisations to grasp their reputation in the marketplace, and then actively manage it with tools and data that allow for a real-time response. 

In this on-demand webinar we discuss how to develop a brand reputation strategy and share best practices for managing your brand reputation in an ever-changing marketplace. 

You’ll learn: 

• The foundation of an effective reputation management strategy and how to build your own
• How to use reputation management to supercharge your customer acquisition and retention strategy
• The importance of combining review data with voice of the customer (VoC) feedback for a complete view of the market

InMoment, the leading provider of Experience Improvement (XI) solutions, and ReviewTrackers, the leader in reputation management, have partnered to deliver an integrated CX approach to improve experiences, strengthen customer relationships, and improve brand reputation to drive revenue growth. 

Watch Now!

Your Presenter:

Jamie Frankel
ReviewTrackersJamie Frankel is the Director of Sales Strategy and Performance at ReviewTrackers. She partners with sales executives to drive customer-focused and value-based sales strategies to help accelerate sales. In her free time, she can be found letting off steam by taking a Peloton class, exploring the Chicago restaurant scene with her husband, or walking her dog Frankie. 

Let’s be honest: digital transformation shouldn’t be your focus anymore. Because if you haven’t already “transformed” your experience to include digital, you’re already behind.

Digital experiences are table stakes in today’s world, so how are the world’s best brands leveraging them to create differentiated experiences? They are leveraging signals from everywhere—review sites, social media, surveys, and beyond—to not only keep up with the latest trends, but to create them.

Join InMoment’s Senior Director of Global Strategic Insights Radi Hindawi and Customer Success Director for Canada Chris Chan to learn the four steps to spearheading the experience trend that all your customers (and non-customers) will be talking about!

From Employee Engagement to Employee Commitment

In recent years, employee commitment has reached an all-time low. HR trends including the great resignation, “YOLO,” digital acceleration, “quiet quitting,” and the move to remote work have led to barriers to commitment resulting in soaring churn, recruiting costs, and difficulties in maintaining culture, with flow-on effects for customer experience and business outcomes.

On the flip-side, organisations with strong employee commitment have realised benefits including retention of top talent and customers, improved brand perception, reduced cost to serve and increased profits.

In this webinar, InMoment’s Senior Director of Employee Experience Consulting, Michael Lowenstein, shares the benefits of combining the power of satisfied employees with the impact of their firsthand knowledge of the customer.

Michael discusses:

• What YOLO is and why it should matter to EX and CX
• What ‘good’ EX looks like
• The difference between employee engagement, employee commitment and ‘voice of employee’

With employee voice increasingly considered a critical input to all business improvement initiatives, it’s more important than ever to know how you can build employee commitment at your organisation—whether you are just starting out in measuring EX or focused on building and optimising culture.