What Does it Take to Set Up an Integrated CX Program for B2B Brands?

Fonterra’s Journey to Organisation-Wide CX Focus

“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

“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.”

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

InMoment collaborated with Hyundai to develop a core group of service experience metrics. Hyundai discovered that the strongest driver of both good and poor experiences for customers is in-store staff. With this insight, Hyundai established corporate behaviour guidelines and training to ensure every encounter is “friendly, helpful, and efficient.”

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.

“For our operating, training, and HR teams, addressing the right service concerns in order of priority in the right regions has been critical. And for our product development and marketing teams, we know what we should continue doing well through drivers of experience and dashboards.”

Steve Hazard, Chief Operating Officer, Minor DKL

Hubspot uses InMoment to optimise user experience. The product team gathers insights using in-app microsurveys that are hyper-targeted to users of specific features and functionality.

"Chasing survey scores and lagging indicators is not our idea of a modern approach to improving experiences. Instead, we partner with InMoment to identify key moments that matter in our customers’ journey’s and drive change in those areas. This approach gives our executives better metrics to run the business and elevates our results.”

Tyler Saxey, Director Customer Experience, Foot Locker

“Agility of implementation! Product teams love the ease and high level of security. It’s a no-brainer to course correct based on what they see.”

Director of Customer Experience, DocuSign

Guest experience is fundamental to who we are as a hospitality business and by constantly listening to what our guests love and what they don’t appreciate, we can flex our approach to our overall offering.

Craig Wells, Senior Operations Excellence Manager, Pizza Hut

"Smartly segmented NPS data was a big win with InMoment. To have this customer data and feedback at the fingertips of every Salesforce user in our organisation is HUGE!"

Head of Customer Success, Zoom

Downer NZ has historically focused on understanding their B2B customer experiences (VoC), while at the same time also understanding their employee experience (VoE)—however, the two programs were not linked until recently. Downer NZ realised that the two programs have more power for insights and shifting experiences if they linked and evolved them together through a modern integration of both customer and employee experience improvement.

Scott Wilson National Customer Experience and Insights Manager & Jake Barker, HR Business Partner, Downer New Zealand