When First National Bank partnered with InMoment, their CX program’s goal was to reach all the touchpoints where customers interact with their brand. Journey mapping enlightened First National Bank to their customer’s unique experiences, and opened the doors for improvements and solutions to be implemented organization wide.
- Utilizes a custom text analytics model to accurately analyze data across all touchpoint and identify opportunities to delight customers
- Understands the value of its employees’ perspective on improving the customer experience with a voice of employee program
- Tools and reporting specific to team members across the organization, from the front line to top-of-house