Webinar

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.

Whether your program is new to your organization or if your approach to the customer and employee experience is embedded in your culture, you likely have your eye on the holy grail: CX ROI.

Achieving a return on your experience investment is an ongoing process, one that must constantly evolve with the market. And since our world has done quite a bit of evolving in the past few years, this InMoment webinar is a master class in proving CX value in this new reality.

Join InMoment Experts Jim Katzman and Eric Smuda for a conversation about “Designing, Actioning, and Proving an ROI-Focused Program. “We’ll dive into:

• The state of experience ROI & how we can bridge the gap
• Connecting efforts to acquisition and retention
• Driving growth and reducing cost to serve
• Socializing successes and encouraging buy-in

In a world in which more and more data is available from a wide variety of channels, effective data visualisation is crucial. In a single report, you have the opportunity to give your C-Suite a comprehensive overview of your program. The faster decision-makers are able to recognise opportunities and risks, the better aligned their decisions.

Join Head of Solutions Design at InMoment, APAC, Justin Rehayem, as he walks us through how to create impactful, visually engaging C-Suite reporting.

This presentation includes:

• How to identify which information is important to a C-level audience
• Best practice data visualisation tools
• Hands-on tips and tricks for optimising your CX reports

The “digital transformation” has been a conversation point for a few years now, but for many businesses, it has been just that: a conversation. These businesses are struggling with how to actualize the digital transformation across their businesses, and especially in their customer experience (CX) programs. 

So how do brands actually transform to succeed in this digital era? In this conversation, InMoment’s Radi Hindawi and Dave Wiser will help you redefine the digital transformation to include both the technology and the action you need to truly realize it across your business. They’ll cover:

• The definition of true digital transformation (and how to get there) 
• How your data infrastructure can set you up for success (or failure) 
• The stories of brands that have undergone transformation (and seen the benefits)