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It’s clear that putting your customer at the heart of everything you do is the path to business success (customer-centric companies are 60% more profitable than companies who don’t focus on customers)—and customer experience (CX) programs are a vital tool in doing just that!
Unclear on where to start? Well, this ‘101-level’ guide will help you understand why customer experience improvement strategies matter, how to get started (including pitfalls to avoid), and what results to expect from your efforts, no matter where you are in your journey.

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.

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.

“InMoment got involved in our business and culture journey, designed an experience improvement plan, and really helped us understand what the franchisees needed to do better with their businesses."
Steve Grossreider, CEO of JAX Tyres & Auto

"Jemena is delighted to be partnering with inMoment to enhance our voice of the customer program. One of Jemena’s core values is to consider customers in everything we do, and the capabilities of the InMoment solution will empower us to fully understand what matters to our customers and how to serve them best."
Kate Hawke, Jemena’s Group Marketing Manager
"InMoment is not just a software for us, they are our CX partners and extension to our CX team at TTI ANZ."
Abby Singh, VOC Lead, TTI Inc
Success with VoC comes from a corporate culture that encourages each customer channel to feel true ownership of their customer experiences and uses VoC to problem solve in a way that makes a genuine impact to the business’s bottom line.
Shalvina Govind, Voice of Customer Specialist, Synergy
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.”
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!