- Patent recognises unique backend data aggregation methods for processing large-scale metadata.
- Patent includes the only automated Workflow application and engine in the industry to prepare data from its point of origin
Singapore (1 August, 2023)—InMoment, the leading provider of Experience Improvement (XI)™, today announced it was awarded a patent for the XI Platform’s unique backend data aggregation and its customer experience (CX) system and methods for processing very-large CX datasets.
As organisations spend millions of dollars a year, and countless hours trying to bring together their customer data to analyse it across the customer journey, the XI Platform patented technology has unique capabilities allowing it to process big data at scale, receiving customer feedback from multiple points of origin and sources—surveys, social media, video, audio, call centre scripts. This technology, a new process of data storage delivery, can capture, organise, and cleanse survey responses, call centre scripts and emails in the same way, no longer requiring advanced processing tools and therefore streamlining big data analysis. Every customer experience can be interpreted in context and immediately organised and ready for analysis and reporting—contributing to employee time savings and the reduction in the number of analysis tools and IT costs.
“At InMoment, we focus on continuously evolving a cutting-edge tech stack that leads the market in customer insight and CX solutions,” said Nitin, Chief Technology Officer, InMoment. “This additional patent showcases our Integrated CX vision and our ability to connect critical aspects of the customer experience, integrating disparate feedback sources along with insights and actions so our customers can stay ahead of their peers. I’m proud of our exceptional engineering team that has developed groundbreaking solutions like this patented technology to bring the power of billions of data points together to help our customers navigate the future.”
The latest patented technology includes the Workflow application, which is the only automated data workflow engine in the industry to prepare any data—operational, financial, compliance, and more—from its point of origin. It correctly organises and displays data in its original format and sends it in real-time to a backend storage location. This technology simplifies the ability to optimise queries and append additional metadata to power the richness of text analytics, analysis, and reporting by using a flexible and scalable backend architecture.
InMoment’s Managing Director, APAC, David Blakers, said of the new patent: “We are fast approaching an inflection point in the CX industry as we augment survey-based VoC programs with more unsolicited and inferred customer feedback. InMoment is helping more clients to unlock the full potential of an Integrated CX strategy to power their CX-led transformations, he said.”
“A key enabler for Integrated CX is access to data needed to strengthen the customer signals being fed into these programs. Next is a world-class AI-based analytics engine to make sense of the different customer signals. So excited to see our investments in big data & in-house ETL workflow capabilities paying off, including our recent patent award!”
InMoment owns a variety of patents that apply to customer experience and feedback improvement technology as part of its overall portfolio.
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 www.inmoment.com.
Contact: Cori Lindsey, InMoment, cori.lindsey@inmoment.com