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We’ve created a new discipline that goes beyond surveys, satisfaction scores, and experience management. It’s called Experience Improvement, or as we like to call it: XI.
InMoment’s XI is a unique combination of comprehensive data, modern technology, and human expertise that helps executives—and the companies they lead—recognise the power and value of customer experience and employee fulfillment.
Fill out the form here to get a personalised demo of the XI Solution with one of our experts!
"Text analytics has been instrumental in helping Medibank employees across the business to stay on the same page through unified data and visibility displayed through customised dashboards."
Nathan Chung, Service NPS and Voice of Customer Team Manager, Medibank
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 collaborated with Hyundai to develop a core group of service experience metrics. Hyundai discovered that the strongest driver of both good and poor experiences for customers is in-store staff. With this insight, Hyundai established corporate behaviour guidelines and training to ensure every encounter is “friendly, helpful, and efficient.”
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.