WEDNESDAY 24th MARCH 2021 - 1pm GMT / 2pm CET
InMoment has collected data from over 400,000 structured and unstructured customer responses to provide a holistic view of the current customer experience for the UK Fashion consumer. Whereas the shopped composition has remained unchanged consumer behaviour has shifted.
In this webinar we will showcase the key findings of our insights report and the measurement retail brands have to take to adapt the in store retail experience to drive customer trust and loyalty.
Tracey Pankhurst, Insights Director and Dan Jones, Senior Insights Design Specialist at InMoment will discuss:
- Why great service still counts
- Identify the new moments that matter to build stronger relationships
- Highlight the key touchpoints of the post-lockdown in-store experience
- How brands can adapt to changing consumer behaviours
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After 10 years as an insight’s professional with one of the largest operators of pubs, bars and restaurants in the UK, Dan Jones moved into the Customer Experience (CX) space in 2017 when he joined InMoment. In that time Dan has been helping brands listen to and act upon the stories their customers tell them in order that they can improve both the customer experience and performance against their own key business outcomes. This means leveraging the data to craft insights which highlight the moments that matter for customers which gives brands the understanding of where they can truly alter perception and elevate the customer experience which in turn promotes positive changes to customer behaviour.
Tracey started her career at Kantar Millward Brown, working within the market research industry for 12+ years, delivering action and direction to the world’s leading brands. Tracey’s career evolved into the CX industry when she joined InMoment 6 years ago, and she has grown into a CX leadership position responsible for providing action-led insights and consultative direction to brands, to influence their CX decision making and brand growth.