Video Archives – InMoment

Why Strategic Insights is Critical to Retail Banking Success

Your Customers’ Needs Are Changing, Are You Keeping Up?

Whether you are aiming to achieve customer retention, minimise churn or help identify areas to increase customer acquisition and growth, a strategic partner will help you to understand the emotions of your customers, adapt to new and emerging trends and differentiate yourself from the competition.

Watch this short video where InMoment expert Simon Fraser, VP, Customer Experience Strategy, shares why having not only a technology partner but also a strategic insights team on hand can help you to interpret your data, understand how and where to focus your efforts and, most importantly, look for opportunities to monetise your efforts to ensure real business impact and ROI.

XI Take: How Virgin Money Leverages Customer Feedback to Identify the Make or Break Moments

Virgin Money is on a mission to delight customers, remove frustrations, and make people happier about money—and they know that their customer experience programme is the key to accomplishing these goals within customer feedback.

As the company looked to identify the make-or-break moments across the customer journey, Virgin Money turned to its Experience Improvement (XI) partner, InMoment to define their strategy. Using InMoment’s proprietary approach, Touchpoint Impact Mapping, Virgin Money was able to leverage unstructured customer feedback data to pinpoint the moments that matter most to customers and exactly what the brand could do to make improvements or scale existing success.

Hear more about the process in this video with Virgin Money’s CX Research Manager, Kerry Matheson!

XI Expert Take: What Do Brands Need To Do To Differentiate Through Customer Experiences?

There are many factors that influence customer experiences. In order to achieve memorable experiences that reflect your brand values and business objectives, you need to understand where you sit within the market and the expectations your customers and future customers have of your brand. By understanding your market it is easier to build a vision of where you want to be in the upcoming year.

Simon Fraser, VP of Customer Experience Strategy walks us through the steps you can take to create a differentiated customer experience and shares examples of how Primark, Foot Locker and Tesco are all using customer feedback data to understand their customers and take action to deliver on their brand promise.

XI Take: Understanding Customer Expectations With Aegon

XI Take

With over 30 million customers, Aegon, a multinational life insurance, pensions and asset management company, is on a mission to understand their customers’ expectations and improve the way they communicate with them in order to continually improve experiences.

Aegon is committed to helping customers achieve a healthy and financially secure future. To do this, customer feedback is key in listening to their needs and what they expect from the organisation. Working in partnership with InMoment, Aegon is using customer feedback to align the business into becoming more customer focused.

Watch this video to hear from Iain O’Connor, Senior Manager – Customer Experience and Insight at Aegon, as he explains why Aegon chose InMoment as their Customer Experience Partner.

XI Take: Understanding Customer and Employee Satisfaction with Nissan

Since partnering with InMoment, Nissan has realised the positive impact and correlation between customer and employee satisfaction. The company has seen an increase in customer retention which in turn, has increased ROI.

Watch this video to hear from Guillaume Langle, General Manager, Customer Quality and Training at Nissan as he shares how Nissan are able to identify areas for improvement within hours of a customer interaction using data from real-time experiences to train and inform employees to take action and continue their goal of being a customer centric organisation.

XI Take: Understanding Customers at Scale with Primark

Primark, an international retailer, currently operates in 400 stores in thirteen countries across Europe and, most recently, America. The aim for the team at Primark is to provide the best product for the best price—and create the best customer experiences by understanding customers more.

Since partnering with InMoment, Primark is able to understand what brings their customers back time again and also what improvements need to be made to encourage customers to shop more.

Watch this case study video to hear from Phil Clarke, Analytics and Reporting Manager at Primark, as he explains how Primark is quickly able to leverage feedback to understand their customers and take actions to improve future shopping experiences using InMoment’s Experience Improvement (XI) Platform, the leading technology to collect and analyse customer and operational data, helping achieve CX ROI.

Meaningful Experience Improvement Requires Meaningful Data

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Meaningful Experience Improvement Requires Meaningful Data

With Active Listening, Text Analytics and our Rapid Resolution Engine that works behind the scenes, InMoment’s Active Listening Studio™ can automatically identify and help you solve your customer issues to achieve 50% more richer stories from your customers whilst saving millions of pounds!

Watch the demo video to find out why InMoment’s Active Listening Studio™ is a one-of-a-kind listening suite that gives you the control to gather feedback at every touchpoint.

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XI Expert Series

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XI Expert Series: 2021 Trends with Stephan Thun, President and Managing Director, EMEA at InMoment

2020 kept us on our toes. Covid-19 forced brands to become more flexible and dynamic and to quickly adapt to change and new methods to attract and retain employees and customers alike.

Watch this video to hear from Stephan on the top three trends that brands should follow in order to guarantee a successful 2021!

XI Expert Take: How to Win with Experience Improvement in Your Marketplace

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XI Expert Take: How to Win with Experience Improvement in Your Marketplace

Many customer experience (CX) initiatives set out to answer a pivotal question: “how are we doing?” And it’s true, customer and employee feedback can give you the answer, but in order to get a holistic understanding of how your brand is delivering on experience, you also need to know how your competitors are doing. That’s where experience benchmarking comes in.

In this episode of InMoment’s “XI Expert Take” series, InMoment’s Vice President of Customer Experience Consulting and Insights Jeremy Griffiths talks you through:

Why benchmarking studies are so vital to your business
What you should consider when designing a benchmarking study
What pitfalls you should avoid and the keys you need for success
What you need to do to get started with your own benchmarking initiatives

Watch now to learn more!

XI Expert Take: How to Pinpoint the Most Impactful Moments in Your Customer Journey

There are many moments that make up a customer’s experience. But the fact of the matter is that there are simply moments that matter more, especially when it comes to a customer’s overall perception of your brand.

Behavioral science tells us that it’s moments of emotional highs and lows that create the most impact on brand perception, but how do you identify those moments along your customers’ journey?

Enter InMoment’s solution, Touchpoint Impact Mapping, a unique analytical approach which brings customers’ emotional state to life at each touchpoint, creating a compelling insight into behavior drivers. With this knowledge in hand, brands can identify what moments need to be amplified and scaled—and which touchpoints could use some improvements.

Watch the full video to hear more from InMoment’s Senior Insight Design Specialist Dan Jones!

XI Take: Harvard Pilgrim

InMoment client, Harvard Pilgrim, a leading not-for-profit health services company, was in a season of transformation with its customer experience (CX) program. With its sights set on an ROI-focused program that makes the healthcare experience better for the individuals and communities it serves, Harvard Pilgrim sat down with the InMoment Strategic Insights Team to look at its existing program, and create a strategy that will help the brand realize both short- and long-term goals.

Watch to hear the full story from Harvard Pilgrim’s VoC Program and Strategy Lead Tiffany DaSilva!

XI Expert Take: How to Drive Employee (and Business) Success

Welcome to InMoment’s “XI Expert Take” series! If you’ve ever wanted to sit down with an experience expert to talk about your customer, employee, or brand experience initiatives, these in-depth conversations are for you.

In today’s episode, InMoment’s VP of Sales East Dave Wiser sits down with VP of Global Employee Experience Stacy Bolger to discuss the connection between employee and business success (and how all of that impacts your customers). You’ll learn:

The tangible cost of failing to listen to employees
Where employee experience initiatives are most successful
How employee experience affects your customer
How to leverage employees to drive customer acquisition, customer retention, share-of-wallet, and cost reduction.

Your Customers’ Needs Are Changing, Are You Keeping Up?

Meaningful Experience Improvement Requires Meaningful Data

XI Expert Series: 2021 Trends with Stephan Thun, President and Managing Director, EMEA at InMoment

XI Expert Take: How to Win with Experience Improvement in Your Marketplace

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