This article originally appeared on Destination CRM. View it here.
InMoment, a provider of customer experience (CX) optimization solutions, has launched Experience Hub 2.0, the next generation of its technology platform.
Experience Hub 2.0 enhances the scope and richness of data, prioritizes insights for more actionability and impact, and provides more intuitive reporting to help companies get to the “why” behind their data. Featuring an upgraded user interface, added back-end flexibility and scalability, and a host of new functionality, Hub 2.0 makes it easier than ever to derive business value from customer and employee data.
New capabilities include the following:
- Comment exploration with Explore, text analytics that allows users to explore all unstructured customer data and sort it by time period, sentiment, topic, keyword, and more.
- Integrated voice of the employee through always-on forums, pulse inquiries, and targeted outreach around specific topics or events. Unite customer and employee feedback to get to the root of essential business challenges and opportunities, including: brand differentiation, churn drivers, new product and service ideas, competitive intel, and barriers to experience delivery.
- Case prioritization and management with Resolve, which includes functionality like alerting, communicating with customers directly from the app, tracking progress, escalating cases until they are closed, prioritizing cases based on value, and recommending the best course of action.
- Location-based insights with beacon and geofencing technologies that can key into branded mobile apps to generate location-based insights and trigger contextual surveys and offers. Integrated prompting for text comments and video feedback options help customers give feedback and keep them in the app.
“One of the largest contributors to ineffective customer experience initiatives is a failure to act,” said InMoment CEO and founder John Sperry, in a statement. “And it’s not due to a lack of information. Most companies get plenty of data around the who, where, when, and what of their customers’ experiences. What’s missing is the why? It’s nice to know that your customer churn rate is 10 percent, that sales dropped, that region A is outperforming region B, or that a marketing campaign has fallen flat. But understanding why gives you the essential information to take more strategic, effective action.”