London, 29th October 2024 – InMoment, a global leader in customer experience (CX) technology, has been honored with the Customer Excellence Award for its pioneering use of Artificial Intelligence to analyse unstructured CX data.
The judging panel recognised InMoment’s AI solution for its impressive combination of technical creativity and innovation. Additionally, the solution’s adaptability and precision in meeting diverse needs across different use cases and its proven positive impact on clients’ revenue and costs were key factors in the award. This accolade highlights InMoment’s commitment to pushing boundaries and setting new standards for transformative AI applications within the CX industry.
InMoment’s award-winning solution is built on a proprietary AI framework and NLP engine, refined over 15 years of CX expertise. It fills a critical market gap by unifying fragmented data from multiple channels into one seamless CX platform. By enabling businesses to integrate structured and unstructured data into a single system, InMoment empowers companies to collect more customer data, analyse and predict behaviour with greater accuracy, and take faster, smarter action.
The jury applauded InMoment’s effective suite of AI applications, including:
- AI Collection: InMoment’s unique application of AI drives relevant, real-time customer conversations, generating deeper and more valuable insights.
- AI Analytics: Powered by InMoment’s multi-lingual NLP engine, it provides enhanced data analysis, easy summarisation, and predictive insights.
- AI Actions: Automated, personalised responses and solutions resolve customer issues efficiently.
By combining CX technology with a scalable AI framework, InMoment’s platform unites previously siloed functions—including social media monitoring, surveys, and call center analytics—into a single, cohesive solution that delivers measurable results. This powerful combination of advanced technology and expert guidance underscores InMoment’s leadership in CX innovation and AI-driven enhancements to customer satisfaction.
“We are proud to be recognised with the Customer Excellence Award for Artificial Intelligence,” said Stephan Thun, Managing Director, EMEA at InMoment. “AI is transforming how businesses understand and act on customer feedback. As customer expectations continue to rise, connected insights that go beyond traditional methods are essential. Our AI-powered solutions not only reduce survey fatigue but also provide deep, actionable insights across every touchpoint, enabling brands to build authentic relationships, enhance satisfaction, and drive sustainable growth in today’s competitive landscape.”
About the DACH Customer Excellence Awards & Summit
The Customer Excellence Awards, organised by OmniTouch International, recognise outstanding achievements in the field of Customer Experience. As a long-standing expert in CX consulting and training, OmniTouch International sets new standards with one of Europe’s most prestigious awards. The awards and summit in the DACH region prioritise Customer Excellence to provide well-deserved recognition to companies that provide leading edge technology and services. The award jury consists of high profile individuals with a marketing, research, consulting or software background as well as leading industry analysts.
About InMoment InMoment is the leader in improving experiences and is the highest recommended CX platform and services company in the world. It is renowned for helping clients collect and connect customer experience data from everywhere—from surveys and social reviews, to conversational chat logs and call center transcripts. As the pace setters in AI and text analytics, its over 3,000 clients activate and understand every byte of structured and unstructured data, breaking down data and team silos to take the smartest actions. This award-winning technology combined with in-house industry experts empower brands to gain ROI from their CX programs in half the time as its competitors. Unlock the true potential of every piece of customer data with InMoment. To learn more, visit inmoment.com. For more information, contact Rebecca Edwards, InMoment, redwards@inmoment.com