Customer Journey Mapping Toolkit

“InMoment helped us navigate our fatigue rules using the CX Workflow tool. The creative solution allowed us to preserve our existing process while maximising feedback from customers. As a result of CX Workflow, we were able to quickly and efficiently solve a technical problem.”

Nicola Legge, Bank of New Zealand’s Market Research Director

Z Energy (Z), a New Zealand-based retail fuel company, operating nearly 200 fuel sites launched the “Retail Survey Refresh Initiative” to improve accuracy of customer insights, adapt to market changes and meet evolving customer needs onsite

In 2020, ASICS turned its focus on customer experience. By 2022, the program had rolled out to 27 countries. ASICS uses its experience program to get quantitative benchmarks for quality store experience, to learn why customers visit the stores, and to find ways to improve the store experience. With direct contact to frontline teams, response volume would see a 40% month on month lift with a corresponding increase of +19% of direct CX sales.

Tabia Chui, Manager, Retail Promotions Department, ASICS

Aesop is a skin, body, hair and homecare brand that was founded in 1987 in Australia. The products are built with natural botanic ingredients and essential oils, focused on creating a sensory experience for customers.

We completed a comprehensive scan of all the top global providers, and it was very clear that InMoment not only had the best Platform capabilities, but also the best support and guidance to help Specsavers.

Gareth Dixon, Director of Central Operations at Specsavers

McDonald’s Australia rebuilt its feedback loop from the ground up, slashing resolution times by 96%.

“We're really thankful for the agile way in which our account manager at InMoment has supported us as we’ve swiftly changed our focus. Alerts go out to our senior leadership and are regularly shared wider, and Salesforce case creation has meant that we get full transparency and the specialist can review the feedback and thank the respondent personally.”