Singapore (4 September 2024)—InMoment®, the leader in Experience Improvement™ (XI), is seeing increased adoption of its powerful Conversational Intelligence solution, as more brands across Australia and New Zealand recognise the value of turning all customer interactions into actionable insights. Among the latest to enhance their customer experience strategy with this advanced capability are the iconic furniture brand La-Z-Boy, one of Australia’s leading financial services providers, and one of the region’s top B2B workplace support companies.
The Growing Demand for Conversational Intelligence
As businesses continue to navigate the complexities of today’s omnichannel world, the need for a comprehensive approach to understanding customer feedback has never been greater. InMoment’s cutting-edge Conversational Intelligence is designed to meet this demand by providing brands with a robust tool to analyse and act on conversational data from contact centres and other key customer touchpoints.
Conversational Intelligence has been a core component of InMoment’s offering, steadily gaining traction among leading brands who seek to differentiate themselves through superior customer experience. Recent sign-ups include brands that span industries, all looking to leverage AI-driven insights to improve customer satisfaction, streamline operations, and drive business growth.
How Conversational Intelligence is Reshaping Customer Experience
InMoment’s Conversational Intelligence is more than just a feedback tool—it’s a strategic asset that enables brands to gain a 360-degree view of their customers. By integrating contact centre interactions with other feedback channels like surveys and reviews, the platform provides the strongest signals and richest insights from customer data.
La-Z-Boy’s Success with InMoment’s Conversational Intelligence
La-Z-Boy’s adoption of Conversational Intelligence is a testament to the feature’s ability to deliver tangible business benefits. By integrating this capability into their CX strategy, La-Z-Boy has been able to analyse customer interactions across multiple channels, resulting in more informed decisions that enhance the overall customer journey.
“Analysing customer feedback, both in-store and online, is critical to understanding what customers value most and what business improvements should be made,” says Mehul Nagrani, Managing Director, InMoment North America. “Our AI-powered technology gives us the ability, like never before, to help La-Z-Boy make more immediate and informed business decisions about customer interactions and touch points that influence customer loyalty and satisfaction.”
About InMoment
InMoment is the leader in improving experiences and is the highest recommended CX platform and services company in the world. It is renowned for helping clients collect and connect customer experience data from everywhere—from surveys and social reviews, to conversational chat logs and transcripts. As the pace setters in AI and text analytics, its over 3,000 clients activate and understand every byte of structured and unstructured data, breaking down data and team silos to take the smartest actions. This award-winning technology combined with in-house industry experts empower brands to gain ROI from their CX programs 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.
Contact: Cori Lindsey, InMoment, cori.lindsey@inmoment.com