LONDON, [13 November 2024] — InMoment®, the leading provider of Experience Improvement (XI)™, proudly announces its collaboration with Henkel Adhesive Technologies, the global leader for adhesives, sealants and functional coatings. This strategic partnership aims to support the company´s mission to enhance its customer experience (CX) through an innovative Voice of Customer (VoC) program.
With its brands, innovations and technologies, Henkel, a German multinational headquartered in Düsseldorf, Germany, holds leading market positions worldwide in the industrial and consumer businesses. The company operates with two business units and is known for leading brands such as Loctite, Persil and Schwarzkopf.
Henkel´s Adhesive Technologies business unit continuously aims to improve the customer journey and has initiated an end-to-end digital transformation program to enable a customer-centric, data-driven organizational approach. This process focuses on optimizing the entire customer journey by integrating new business models, organizational structures, ways of working, and advanced technology and data enablers. A critical component of this initiative is the implementation of the VoC capability.
Recognizing the crucial role of customer insights in business growth, Adhesive Technologies sought a cutting-edge VoC tool to facilitate the systematic gathering, analysis, and actioning of customer feedback across its operations. Partnering with InMoment for both software and expert services, the new VoC program will harness continuous feedback from customers throughout the customer journey, ensuring that follow-up actions are taken to continuously enhance the customer experience.
“We believe integrating customer feedback throughout the customer journey is essential for driving business growth,” said Thomas Kowalczyk, Global Senior Manager Voice of Customer at Henkel Adhesive Technologies. “Our partnership with InMoment marks a significant step towards this goal, building a VoC capability deeply embedded in our culture and enriched by InMoment’s best practices.”
Stephan Thun, President and Managing Director of EMEA, InMoment commented “InMoment is thrilled to have Henkel Adhesive Technologies on board and support them on their journey to becoming an even more customer-centric organization. Together we will work with the team at Henkel to leverage the power of customer feedback and customer data in order to drive improvements and create sustainable value for all stakeholders.”
About InMoment
Recognized with the “CX Solution of the Year 2024” and the “AI Breakthrough Award”, InMoment is the highest recommended CX 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.To learn more, visit inmoment.com.
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CONTACT: Rebecca Edwards, InMoment, redwards@inmoment.com