More than ever, people are turning to the internet to decide who they want to do business with. According to recent research, 94% of consumers say a bad review has convinced them to avoid a business. The silver lining? The top 10% of brands responded to reviews quickly and more consistently, ultimately leading to higher overall ratings. 

It’s critical for organizations to grasp their reputation in the marketplace, and then actively manage it with tools and data that allow for a real-time response. 

Join us for a 30 minute webinar where we’ll discuss how to develop a brand reputation strategy and share best practices for managing your brand reputation in an ever-changing marketplace. 

You’ll learn: 

• The foundation of an effective reputation management strategy and how to build your own
• How to use reputation management to supercharge your customer acquisition and retention strategy
• The importance of combining review data with voice of the customer (VoC) feedback for a complete view of the market

InMoment, the leading provider of Experience Improvement (XI) solutions, and ReviewTrackers, the leader in reputation management, have partnered to deliver an integrated CX approach to improve experiences, strengthen customer relationships, and improve brand reputation to drive revenue growth. 

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Let’s be honest: digital transformation shouldn’t be your focus anymore. Because if you haven’t already “transformed” your experience to include digital, you’re already behind.

Digital experiences are table stakes in today’s world, so how are the world’s best brands leveraging them to create differentiated experiences? They are leveraging signals from everywhere—review sites, social media, surveys, and beyond—to not only keep up with the latest trends, but to create them.

Join InMoment’s Senior Director of Global Strategic Insights Radi Hindawi and Customer Success Director for Canada Chris Chan to learn the four steps to spearheading the experience trend that all your customers (and non-customers) will be talking about!

Whether your programme is new to your organisation or if your approach to the customer and employee experience is embedded in your culture, you likely have your eye on the holy grail: CX ROI.

Achieving a return on your experience investment is an ongoing process, one that must constantly evolve with the market. And since our world has done quite a bit of evolving in the past few years, this InMoment webinar is a master class in proving CX value in this new reality.

Join InMoment Experts Jim Katzman and Eric Smuda for a conversation about “Designing, Actioning, and Proving an ROI-Focused Programme. “We’ll dive into:

• The state of experience ROI & how we can bridge the gap
• Connecting efforts to acquisition and retention
• Driving growth and reducing cost to serve
• Socializing successes and encouraging buy-in

The “digital transformation” has been a conversation point for a few years now, but for many businesses, it has been just that: a conversation. These businesses are struggling with how to actualize the digital transformation across their businesses, and especially in their customer experience (CX) programs. 

So how do brands actually transform to succeed in this digital era? In this conversation, InMoment’s Radi Hindawi and Dave Wiser will help you redefine the digital transformation to include both the technology and the action you need to truly realize it across your business. They’ll cover:

• The definition of true digital transformation (and how to get there) 
• How your data infrastructure can set you up for success (or failure) 
• The stories of brands that have undergone transformation (and seen the benefits)

Customer experience (CX) professionals can talk metrics and CX value all day long—but do those metrics translate for your executives? Historically, there’s been a disconnect between the intelligence and impact the c-suite prioritises, and the measures many CX programmes use.

That’s why InMoment has developed our “Solve for X” approach, which focuses on how programs can support business priorities by improving experience.

Join InMoment’s Eric Smuda and CMSWire’s Erika Heald and learn about:

• The “Solve for X” approach to customer experience
• The areas where you can make an impact that speaks to executives
• How to effectively convey the customer perspective beyond the numbers

Storytelling has become increasingly important in CX—especially when it comes to translating data into action. In a recent report, Forrester found that “data storytelling not only persuades the analytical part of the brain; it also uses emotion, a key driver of decision making.” In other words, regardless of your audience, every CX pro needs to become a world-class storyteller.  

In this webinar, InMoment’s Simon Fraser applies the art—and science—of storytelling to CX, giving CX professionals a powerful tool to supercharge their initiatives.    

Tune in to learn how to:

• Harness the power of story to affect change
• Create emotional and intelligent impact through stories
• Structure your stories to audience and objective
• Leverage the Voice of the Customer to inspire and persuade

https://inmoment.wistia.com/medias/xp9irmsxot

Customer experience has taken measurement and cx metrics to an entirely new level. From NPS, OSAT and Customer Effort Score, to Net Retention and First Call Resolution—the ways to understand whether or not you’re headed in the right direction are nearly limitless. Now the question isn’t what you are measuring but if what you are measuring has meaning for your business.

Check out this InMoment webinar, where we’ll walk you through four guiding principles for metrics with meaning!

View Webinar Here

In a perfect world, your CX efforts would be a top priority throughout your entire company, but that’s not always the case. With top-level buy in being so necessary for success, it falls on CX leaders to create a CX business case and prove ROI before any substantial progress can be made — but how?

In this InMoment webinar, guest speaker Maxie Schmidt-Subramanian, principal analyst serving customer experience professionals for Forrester, will share:

• How CX Leaders can quantify the financial benefits of customer experience
• Creating a cost road map
• Crafting an ROI model that allows you to make quick wins and meet long term goals, ultimately bettering your business with premium customer experience

https://inmoment.wistia.com/medias/mg0lmmdfru?embedType=async&videoFoam=true&videoWidth=640