—Revelations on how emotion and personalization impact customer satisfaction, loyalty
—Registration open for free online event
SALT LAKE CITY — Nov. 30, 2016 — On Thursday, Dec. 8, InMoment will preview findings from its 2016 Customer Experience (CX) Trends Report during a free webinar held in conjunction with
CustomerThink. The live event will air on Thursday, Dec. 8 at 1 p.m. ET. Participants can register at no cost here.
Now in its third year, InMoment’s annual study examines how consumers and brands view key elements of customer experience. This year, InMoment expanded the study to include 20,000 consumers and 10,000 brand representatives in 12 countries across Europe, North America, and Australasia.
The 2017 report reveals both disconnects and alignments that exist between consumers and the brands that serve them in several key areas. In addition in to six benchmark elements, InMoment explored the areas of emotion and personalization. Brennan Wilkie, InMoment’s senior vice president of customer experience strategy, will preview key findings, including:
- The relationship being satisfaction, loyalty, and emotion
- How customers defined and prioritized personalized experiences
- Surprising differences and similarities between geographies
- How customers view feedback and important opportunities brands are missing
Wilike is responsible for the strategic counsel for InMoment’s top-tier clients, prospects, and partners. His more than 15 years of leadership in customer experience strategy includes the vision and content creation for world-class programs, unique consumer insights, and competitive differentiation. He has designed and implemented hundreds of customer listening programs, providing innovative solutions that increase customer loyalty, build brand advocacy, and drive financial performance. Wilkie spearheaded InMoment’s business expansion into Europe by establishing a permanent office and thriving client base in the United Kingdom. In addition to his CX strategy role, he currently also serves as country manager for the company’s operations in
InMoment™ is a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions, and create more valuable relationships with their customers. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement solutions, as well as strategic guidance, support, and services to more than 350 brands in 95 countries.