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 “Agility of implementation! Product teams love the ease and high level of security of InMoment. It’s a no-brainer to course correct based on what they see.” – Director of Customer Experience, DocuSign
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.
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!
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
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.