Closing the Loop, Inside and Out: InMoment White Paper Details How to Master Essential CX Practice

—Guide for leveraging processes and technology to rescue and retain customers, identify root cause, empower employees and improve outcomes across the enterprise

—Complimentary publication available now

SALT LAKE CITY (April 18, 2017) — Today, InMoment, a pioneer in customer experience (CX) intelligence technology, announced the publication of a new white paper titled “Closing the Loop: Saving Relationships By Effectively Resolving Customer Issues.”

Successfully “closing the loop” on customer complaints and questions is one of the most basic— and essential—components of great customer experience. However, most brands attack case management like tactical triage, leaving many opportunities on the table. This new publication addresses the full spectrum of technologies and practices to help CX leaders elevate case management to a strategic business process that generates value across the enterprise. Highlights include:

  • Earning executive buy-in
  • Defining and differentiating “inner” and “outer” loops
  • Leveraging technology to automate escalation and prioritization
  • Harnessing employee wisdom to boost effectiveness and engagement
  • Demonstrating real business value

“Businesses that master case management can save millions by reducing customer churn alone, but the outcomes don’t need to stop there,” said Erich Dietz, SVP of Global Business Development at InMoment and the paper’s author. “By utilizing the right technologies and practices, organizations can ensure they’re prioritizing the highest value customers, fixing broken processes, leveraging opportunities, and creating a more effective, engaged workforce. It sounds like a simple thing to get right, however there are remarkably few companies that are taking advantage of the full range of potential benefits. That needs to change.”

About InMoment

InMoment™ is a cloud-based customer experience (CX) intelligence platform, arming brands with highly-actionable customer insights to drive high-value business decisions and relationships with both customers and employees. InMoment’s industry-leading analytics power a full suite of Voice of Customer (VoC), Voice of Employee (VoE), Employee Engagement and Social Reviews & Advocacy solutions. In provides technology, strategic guidance, support, and related services to more than 350 brands across 95 countries. For more information, visit

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