Press Release

InMoment Clients Recognised for Customer Experience Excellence by CX Network at the XI Forum Europe 2022

CX Elite Award Winners Announced at XI Forum 2022

LONDON [29th September, 2022]—InMoment®, the leading provider of Experience Improvement (XI)™, is excited to announce that CX Network presented three 2022 CX Elite Awards to InMoment customers’ ASOS, M&S Bank, and Primark.

The awards were presented at this year’s XI Forum Europe conference hosted in London. Over 250 CX practitioners came together to participate in hands-on workshops, peer-to-peer networking opportunities, and inspirational keynotes which focused on best practices to improve experiences for customers and employees in 2022 and beyond.

Melanie Mingas, Editor-In-Chief at CX Network took to the stage to present the CX Elite Awards. The awards celebrate outstanding brands with high focus and high performance customer and employee experience improvement programmes over this past year.

The CX Elite Award winners excelled in:

Best Use of Insight and Analytics This award recognises an organisation who excels in the use of customer feedback to uncover customer stories and unlock value in customer data to create more engaging, meaningful and relevant experiences.

WINNER: Primark 
Primark developed their analytic capabilities to fully support their bricks and mortar operation and their colleagues in delivering a fantastic customer experience in store. Today Primark is an international clothing retailer employing more than 70,000 colleagues across 14 countries in Europe and the US. Primark has been on a journey to transform their approach to CX and the Voice of Customer over the last 18 months and have advanced their customer-centric culture by collecting and utilising intelligence directly from customers in different innovative and data-driven ways.

Best CX Transformation This award recognises an organisation that has undergone a CX transformation to become customer-centric in its mindset.

M&S Bank is an organisation who has made huge strides of progress since they began their experience improvement programme. They are obsessed with making sure their customer’s experience is the very best it can be. They recognise the progress they have made to their customer experience over the past two years, and are always thinking of ways that insight can continue to push the envelope and deliver change which benefits both their organisation and their customers.

Best CX Impact This award represents organisations who have demonstrated ROI through their CX initiatives and have shown value in their programme and the impact their success has had on achieving business results.

ASOS understands the importance of offering exceptional experiences that keep consumers coming back. ASOS is continually driving  improvement in the experience they offer to their customers by finding and taking action on the moments that matter. They have radically improved customer experience, employee job satisfaction, simplified and empowered their customer care operation. Through this, ASOS Customer Care has successfully laid the foundation for an even-more-impressive future for ASOS.

The CX Elite awards launched in 2019 and were designed to celebrate the achievements and successes of CX professionals who positively impact customer experience. This year’s award entry was open to all companies running a customer experience programme. Numerous nominations  were received and reviewed by an award committee consisting of experience improvement professionals from multiple industry sectors and disciplines.

About CX Network

CX Network was established in 2012 to support professionals looking to enhance client retention and lifetime values via loyalty winning customer experiences. The online publication, which has a community of over 75,000 members, is dedicated to providing premium content, analysis and insight from the world’s foremost CX thought leaders and across our industry leading events. 

About InMoment

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


CONTACT: Rebecca Sanghera, InMoment,

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