Wondering Why Data Silos Are So Problematic?

Shortlisted for the 2023 Best CX Transformation at the CX Awards

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!

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.

Aesop is a skin, body, hair and homecare brand that was founded in 1987 in Australia. The products are built with natural botanic ingredients and essential oils, focused on creating a sensory experience for customers.

Providing great value to our customers is at the heart of everything we do. We’re always striving to enhance our user experience every day, and make decisions that are in the customer’s best interest. By partnering with InMoment, we’ll be able to better understand and utilise direct customer insights to tailor our customer experience, and any subsequent communications, to enhance customer satisfaction, engagement and retention.

Nell Bond, General Manager of Product, Customer Experience and Innovation

Shortlisted for the 2023 Best CX Transformation award.

When Craveables launched its VoC program, it knew it would result in a major cultural shift. Because, even though the team knew customer feedback was important, the legacy actions and historic focuses taught stakeholders to avoid feedback. After the VoC launch, Craveables has progressed with its goals. The brand was even able to launch a VoFP (Voice of Franchise Partner) to collect feedback from another valuable voice. Since launch, the brand has seen a response rate +60% and some obvious (and not so obvious insights).

Deborah Ruka, Head of Operations, Oporto (Craveable Brands)

“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

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.

"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

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.”

Water Corporation is the principal supplier of water, wastewater and drainage services throughout the state of Western Australia.