XI Take: How Virgin Money Leverages Customer Feedback to Identify the Make or Break Moments

Virgin Money is on a mission to delight customers, remove frustrations, and make people happier about money—and they know that their customer experience programme is the key to accomplishing these goals within customer feedback.

As the company looked to identify the make-or-break moments across the customer journey, Virgin Money turned to its Experience Improvement (XI) partner, InMoment to define their strategy. Using InMoment’s proprietary approach, Touchpoint Impact Mapping, Virgin Money was able to leverage unstructured customer feedback data to pinpoint the moments that matter most to customers and exactly what the brand could do to make improvements or scale existing success.

Hear more about the process in this video with Virgin Money’s CX Research Manager, Kerry Matheson!

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