Video

XI Expert Take: How to Pinpoint the Most Impactful Moments in Your Customer Journey

There are many moments that make up a customer’s experience. But the fact of the matter is that there are simply moments that matter more, especially when it comes to a customer’s overall perception of your brand.

Behavioral science tells us that it’s moments of emotional highs and lows that create the most impact on brand perception, but how do you identify those moments along your customers’ journey?

Enter InMoment’s solution, Touchpoint Impact Mapping, a unique analytical approach which brings customers’ emotional state to life at each touchpoint, creating a compelling insight into behavior drivers. With this knowledge in hand, brands can identify what moments need to be amplified and scaled—and which touchpoints could use some improvements.

Watch the full video to hear more from InMoment’s Senior Insight Design Specialist Dan Jones!

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