Experience Exchange Roundtable

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.”

“We wanted to provide the frontline a star level of call center feedback in a more real-time fashion; and get our leaders access to the data in a timelier matter. It was time to modernize and make some improvements. That was really the driving force for bringing InMoment in. To make changes that would provide U.S. Cellular with more.”

John Lewis, Customer Insights Lead

"With the surveys and the Voice of the Customer we could really find out more about who our customer, what relationship they have with us as a brand, what they like or what they wish to have more of...we are always surprised with what our customers are telling us."

The North Face

“In parallel with our reorganization, we set about developing a new strategy for measuring the customer experience. We decided that our new approach to surveys should mirror our customer-centric structure, and measure three KPIs: net promoter score [NPS], ease of working with Thomson Reuters, and emotional valence.”

Benjamin Easaw, Senior Director, Customer Experience Research

"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

With strategic guidance from InMoment, Arby’s upgraded its guest listening technology and made broad changes in its practices, from the questions they asked, to the metrics they considered.

Arby's

Telus consolidated their program to be able to see holistic how their customers were experiencing their services and implemented a thorough closed loop and recovery program. They used Customer Journey based on VOC design; right customers, right mode, right time. With InMoment they have harmonized dashboard reporting and advanced analytics.

TELUS