Transcending Mediocrity: InMoment’s New Services Will Guide Brands from Simple Execution to Customer Experience Excellence

Salt Lake City (Aug. 20, 2015) — InMoment™, a cloud-based customer experience (CX) optimization platform that gives companies the ability to listen to and engage with customers to improve business results, today announced the creation of the Customer Experience Strategy (CXS) Team, as well as new leadership for the company’s Data Science Labs. These additions will magnify the company’s Voice of Customer (VoC) technology, and help clients create and successfully execute highly differentiated customer experience strategies that deliver measurable business results.

“Customer experience excellence requires world-class technology, strong commitment, a strategy intimately connected to brand promise and business objectives, and relentless execution,” said InMoment President Lonnie Mayne. “From our decade-plus experience working with companies across many industries, we almost never see them fail or stagnate because of technology. Where they need the most support is leadership, mapping technology to strategy, and in delivering the right experiences—for both their customers, and their business. For brands that have declared an ‘all-in’ commitment to achieving CX leadership, these services will provide essential support to make that massive leap.”

Paul Warner, PhD has stepped into the leadership position at InMoment’s Data Science Labs. Dr. Warner and his team provide a range of services from best practices in feedback design and loyalty modeling, to key driver and outcome linkage analysis for both customers and employees. The Labs also manage the company’s Consumer Benchmark studies, which provide benchmark data from a multitude of industries to clients and other companies.

As Senior Vice President of Customer Experience Strategy, Brennan Wilkie will oversee InMoment’s newly-formed Customer Experience Strategy (CXS) Team. This elite group of seasoned CX professionals will infuse rigorous data analysis from the Data Science Labs with a proven practitioner’s approach, and connections to the right partners. This essential mix of science, experience and strategic counsel helps brands create experiences that inspires fierce loyalty among both customers and employees—and generates undeniable business results throughout their organizations.

About Dr. Paul Warner

Dr. Paul Warner is Vice President of Data Science InMoment. He has dedicated his professional career to being both a scientist and practitioner, combining research and analysis expertise with practical knowledge of how to leverage data to transform people and business.

In this role, Dr. Warner leads InMoment’s Data Science Labs, which is responsible for enhancing the business value of the company’s customer experience technology solutions with deep analytics and insights services.

Dr. Warner is a trusted advisor to some of the world’s most admired companies, and has coached hundreds of executives and businesses to transform the way they do business. He is passionate about creating cultures where employees and customers can share in a positive experience, and create loyalty and advocacy.

Dr. Warner is also a recognized thought leader in the area of survey-guided feedback. Before joining InMoment, he was Vice President of Employee Engagement and Experience at DecisionWise where he co-authored the book, Magic: The Five Keys to Unlock the Power of Employee Engagement. This book has received international praise and was recently recognized as one of the best business books in 2015.

About Brennan Wilkie

Mr. Wilkie’s leadership in customer experience strategy includes the vision and content creation for world-class programs, unique consumer insights, and competitive differentiation through VoC innovation. He has consulted with hundreds of brands, including C-level executives at Fortune 500 companies, to ensure the successful design and implementation of solutions that increase customer loyalty, build brand advocacy, and drive financial performance.

Wilkie brings more than 15 years of experience deep inside the VoC industry. Throughout his career, he has made significant contributions to new sales and business development, in addition to program and product evolution. Notably, he spearheaded InMoment’s business expansion into Europe by establishing a permanent office and thriving client base in the United Kingdom. Prior to InMoment, Wilkie worked as a customer experience practitioner inside one of Canada’s largest operators of chain restaurants.

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