- Combined offering provides CX practitioners with a one-stop solution for both customer experience (CX) and customer journey (CJ) management programmes to greatly reduce churn, increase adoption, and lower costs
- Gives an omnichannel view of individual customer journeys, contextual overlays, action anticipation, and automated “nudges” to encourage customers to complete an action
London, 20. April 2022 — InMoment®, the leading provider of Experience Improvement (XI)™ solutions, and inQuba, the leader in customer journey management, announced today a partnership to offer a journey-first approach to customer experience improvement. The combined offering gives companies a one-stop solution for customer-centric organisations to integrate their customer experience (CX) and customer journey (CJ) management programmes to greatly reduce churn, increase adoption and lower costs.
The InMoment and inQuba partnership enables CX practitioners to understand why customers stall or quit a transaction across channels, and provides personalised, contextual interventions (“nudges”) that move customers forward toward their goal. With this journey toolkit, customers can also track individual journeys by overlaying context, understanding segments, anticipating an action with visual analytics and machine learning (ML) all in an effort to stay agile and adaptable, optimise the experience, and remain relevant to the consumer.
“Today, customer experience insights are not enough. What moves the needle is the ability to drive action and a tangible return on investment,” said Wendy Greenham, Senior Director of Global Partnerships at InMoment. “inQuba, like InMoment, goes beyond insights to drive tangible business outcomes for their clients. This partnership will help our joint customers improve acquisition and retention as well as enable reduced cost of service.”
“InMoment XI™ combined with inQuba Journey Management takes Experience Improvement to an unprecedented level for CX teams, delivering the holy grail of insights to action to commercial outcome,” said Michael Renzon, CEO of inQuba. “CX leaders are demanding more – the ability to clearly identify experience themes, zoom into the underlying journeys, understand granular customer and segment detail, and change customer behavior and commercial outcomes in real time. Together we deliver just that.”
This partnership brings together two leaders in enterprise CX improvement recognised by Forrester, Gartner, and third party review sites such as G2 and Gartner Peer Insights for delivering ROI on customer experience improvement efforts.
We ran a joint webinar with inQuba in April 2022 where we discussed how to understand the behaviour and intent of today’s financial services customers through dynamic customer journey analytics and how we can help monetise customer journeys and boost CX ROI no matter the industry! To watch the recording click here.
Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of data, technology, and human expertise. With our hyper-modern technology platform, decades of domain authority, and global teams of experts, we uniquely deliver a focus on Experience Improvement (XI) to help our clients own the moments that matter. Take a moment and learn more at inmoment.com.
inQuba is a next-generation Customer Journey SaaS platform for analysing and optimising customer acquisition, retention, conversion, channel and customer cost-of-ownership strategies.
inQuba uses diverse data sets, advanced analytics and AI to provide deep insights into customer journeys, customer behaviour and the customer experience. Using these insights and its proprietary methodology inQuba tests and optimises the effectiveness of execution, servicing and customer engagement strategies towards ROI goals.
inQuba is highly rated by leading analysts Gartner and Forrester as a high-innovator customer journey platform. The company has clients across the US, UK, Africa, and APAC with a focus on financial services, insurance, telco and retail industries.