InMoment for Travel & Hospitality
About InMoment
Recognised with the “CX Solution of the Year 2024” and the “AI Breakthrough Award”, InMoment is the highest recommended Customer Experience platform and services company in the world, renowned for helping clients collect customer feedback and integrate customer experience data to uncover the insights that enable the smartest actions to drive customer loyalty and acquisition.
As the pace-setters in applying award-winning AI, its global clients activate every byte of their experience data—from structured surveys and social reviews to unstructured conversations from call logs, emails, support tickets, and chat transcripts to break down data silos. Analysts call out InMoment’s unique technology combined with in-house industry experts that empower brands to gain ROI from their CX programmes in half the time as its competitors. Unlock the true potential of every piece of customer data with InMoment.
Over 3000+ of the worlds leading brands trust InMoment
The program uses over 40 different customer variables to trigger highly relevant and personalized questions based on specific flight experiences, ensuring feedback is directly tied to each passenger’s journey. Additionally, a self-service tool allows TAP to activate or deactivate supplementary questions based on key trigger points and the customer’s willingness to provide feedback. Real-time dashboards display rich, detailed information about each customer’s journey, enabling TAP to continually refine its services and drive stronger customer advocacy.
Hawaiian Airlines partnered with InMoment to enhance its ability to gather and analyze a wide range of customer data to make better business decisions. Through InMoment’s omnichannel customer listening program, which spans five languages, multiple cultures, and various customer touchpoints, Hawaiian Airlines has been able to monitor the entire customer journey, from booking to post-trip experiences. As a result, Hawaiian Airlines has gained insights to improve its operations, refine marketing strategies, and reinforce the importance of customer experience for the brand's ongoing success.
Trivago leveraged InMoment's platform to simplify and enhance its customer experience (CX) program, benefiting teams across the globe. Trivago teams utilize custom dashboards to monitor trends, while the machine-learning-driven CX analytics platform allows for root cause analysis. CX data, including scores and comments, is segmented by events and properties such as account age, currency, and country. The actionable insights gained help Trivago prioritize resources, reduce churn, and boost brand advocacy. CX data also flows back into Trivago’s data warehouse, informing broader business analysis, supporting customer service, sales, and marketing efforts.
Applying InMoment’s Active Listening Studio™ and text analytics, Pizza Hut UK has simplified the feedback process for their customers. Since making these changes, survey responses have doubled and Pizza Hut UK Restaurants are now receiving a holistic view of all their customers in real time. Not only has Pizza Hut UK Restaurants been able to gain richer customer intelligence, it has also applied its findings to create organisational change and make business decisions.
Since partnering with InMoment, Revolution Bars Group has successfully implemented a Voice of Employee (VOE) program, helping them gain a deeper understanding of their employees. Through bi-annual surveys and detailed analysis, the company has been able to take actionable steps based on employee feedback. This has led to improvements in employee satisfaction, better customer interactions, and the rollout of new induction and training programs. Revolution Bars Group has recognized that small changes can significantly impact employees’ day-to-day experiences and that engaged employees create happier customers.
Pedro Antonio Afaro Pardo
Customer Experience Analyst
Learn directly from Pedro Pardo from Iberia Express
Join us on 10 October in London for the XI Forum and discover Iberia Express’ Agile CX Strategy to maximize customer experience investments.
As part of the International Airlines Group (IAG), Iberia Express has developed a strong customer experience (CX) culture within the IAG framework. In his presentation at the XI Forum, Pedro Antonio Afaro Pardo will share how their agile team enhanced employee engagement and overall performance. By integrating multiple data sources, they successfully prioritized key actions, aligned stakeholders, and gained cross-departmental support.
Don’t miss this opportunity to connect with CX professionals from travel, hospitality, retail, financial services, and more.
Register for free to attend the must-see XI conference of the year!
How InMoment Can Support Your Brand
Make Your Guests’ Experience More Meaningful
Provide Employee Feedback & Coaching Opportunities
Leverage Case Management to Improve Experiences and Processes
Boost ROI Using Strategic Intelligence and Expert Advice
Bring in Conversational Data from Everywhere
Improve Location Ranking
Prioritise High Impact Initiatives
