SALT LAKE CITY (May 14, 2015) — InMoment™, a cloud-based customer experience (CX) optimization platform, recently enjoyed accolades and industry recognition for its Active Listening Suite™, a powerful set of integrated Voice of Customer listening capabilities.
InMoment’s Active Listening Suite was named as a finalist in the New Product or Service of the Year for Relationship Management Software Solutions category in the 2015 American Business Awards. The Suite was also cited in a recent Forrester Research report by Senior Analyst Maxie Schmidt-Subramanian, which recommended CX pros “work to make feedback more conversational, easier to provide and more in the moment.” The report went on to explain how Active Listening works:
“InMoment’s Active Listening tool analyzes comments as customers type them into online forms. The tool shows customers how insightful their comments are in real time and asks follow-up questions to get more details. Retailer Express uses active listening in surveys about its in-store experience. Since deploying it in October 2014, it has seen a 33 percent increase in survey volume and a 37 percent increase in comment length versus the same period the year before.” Beyond Surveys: New Tools For More Effective CX Measurement, Forrester Research, Inc., April 29, 2015.
The Active Listening Suite utilizes a patent-pending, highly-tuned text analytics process to enhance brands’ ability to gather more actionable data, and make the feedback process an engaging, positive experience for customers.
“Successful brands in today’s business environment are those that listen more than they talk to their customers,” said InMoment CEO John Sperry. “Customers are willing to give advice for the improvement of the company, but they want to do it in a way that is more authentic and convenient for them. The Active Listening Suite puts the customer at the center of the feedback process, allowing them to tell brands what they care about most. In return, companies get better information, and deepen their relationship with customers. This is an important step in evolving away from interrogation-style surveys that just produce scores, and toward elevating customer stories to their rightful place as a source of guidance for all areas of the company.”
The American Business Awards, known widely as The Stevies, are considered the nation’s preeminent business awards program. All organizations operating in the U.S.A. are eligible to submit nominations – public and private, for-profit and non-profit, large and small.
Details about The American Business Awards and the list of finalists in all categories are available at www.StevieAwards.com/ABA.