Five Steps to Uncovering the Real Customer Experience Journey

"nib New Zealand recognises that its CX program is constantly changing and evolving, but the program has already had significant impact. Over the last four years, the business has seen a strong increase in NPS as well as a 6% churn reduction."

Roe Baluyut, nib New Zealand's Manager of Customer Experience

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!

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.”