InMoment, Inc. is a customer experience management company based in Salt Lake City, Utah. The company provides services that allow other businesses to collect and organize data on their customer base and the effectiveness of their customer service.

Wikipedia
InMoment
InMoment
Blog Post
  • This post was written by Dr. Paul Warner, VP Customer and Employee Experience Strategy, and was originally published on CMS Wire. View it here. Most brands recognize that customer-listening programs add value to their overall experience. However, almost all struggle to move beyond the basics of satisfaction scores and net promoter scores (NPS). This has left brands rescuing unhappy customers, rat...

InMoment
InMoment
Blog Post
  • This post was written by Simon Fraser, Senior Director, Customer Experience Strategy, and was originally published on Customer Experience Magazine. View it here. Artificial Intelligence (AI) has been heralded by many organisations as the answer to a myriad of business tasks, such as data analysis, stock management and customer service. Behind the scenes, AI is being used to drive automation and e...

InMoment
InMoment
Blog Post
  • By Lisa Davis, VP of Communications For the past four years, InMoment has conducted an annual study of CX trends. This yearly exercise has become a great opportunity to examine where brands and customers are aligned in their expectations, where there are disconnects, and what we can do to create more innovative and valuable customer experiences. This year, we previewed the 2018 CX Trends Report ...

InMoment
InMoment
Blog Post
  • This post was written by Andrew Park, Sr. Director of Customer Experience Strategy, and was originally published on Retail Touchpoints. View it here. Companies say converting more leads to customers will be their top priority over the next year, according to recent research. This is certainly a worthy goal, but it begs a natural next question — how do you keep customers once you have them?

InMoment
InMoment
Blog Post
  • This post was written by Simon Fraser, Senior Director, Customer Experience Strategy, and was originally published on Customer Experience Magazine. View it here. Today’s employer is facing a 21st century personnel challenge, one which was almost non-existent for their predecessors. Previous generations held the expectation that an individual would build a professional career within one industry b...

InMoment
InMoment
Blog Post
  • By Brock Stuart, Customer Success Manager Since e-commerce sites have exploded onto to the retail scene, they have gained an incredible amount of traction. Online retailers such as Amazon and Zappos have been so popular that in the past few years, they have posed a serious threat to the success of brick-and-mortar locations. It’s true, many customers today are skipping their trip to local stores ...

InMoment
InMoment
Blog Post
  • By Bill Gammell, Director, Customer Success Every organization in the healthcare industry knows that there is a lot to gain when they improve their patient experience, but achieving this goal is easier said than done. As with any goal, there are many obstacles and pitfalls that can greet you on the way to success. If you set out immediately with no plan of action, your path will undoubtedly be mo...

InMoment
InMoment
Blog Post
InMoment
InMoment
Blog Post
  • By Lisa Harmer, VP Marketing It’s safe to say that New Year’s resolutions have become a popular cultural practice. It seems you can’t scroll through social media toward the end of December or at the beginning of January without seeing several commitments to be more active, healthy, or proactive in the new year. I think the reason resolutions are so popular is that with the dawn of a new year come...

InMoment
InMoment
Blog Post
  • By Adam Ince, VP, Client Value Customer experience leaders in financial services (FS) need to create a frictionless experience for clients that doesn’t run the risk of being impersonal. Without this balance, FS providers can fail to create client loyalty, ultimately resulting in dissatisfied customers who are quick to take their business elsewhere. With a successful balance of technology and pe...

InMoment
InMoment
Blog Post
  • By Shayli Lones, Product Marketing In the most foundational sense, the travel and tourism industries exist to create unforgettable experiences for their customers. Whether people are vacationing, visiting relatives, or travelling for work, they want their trip to go seamlessly so they can focus on what’s important to them. Therefore, if anything goes wrong— such as baggage being lost, a flight be...

InMoment
InMoment
Blog Post
  • By Kiersten Lopez, Marketing Copywriter Continuing on our theme of looking back to move forward into the new year, we thought we’d take a look at a few of our favorite infographics from the last year. These infographics represent many of the innovations we’ve made this past year, so without further ado, here are our top five infographics of 2017! 2017 CX Trends Infographic Six Critical Areas M...

InMoment
InMoment
Blog Post
  • By Kiersten Lopez, Marketing Copywriter It’s been a great year of innovations and insights for the world of customer experience! From new products and trends, to new strategies and solutions, 2017 has been a year we at InMoment won’t soon forget. As time goes on, it’s important to take a look back at what we’ve learned to continue making progress in the next year. Take a look at our 10 favorite b...

InMoment
InMoment
Blog Post
  • This post was written by Simon Fraser, Senior Director, Customer Experience Strategy, and was originally published on Brand Quarterly. View it here. Over the last decade, waves of technological advancements, transport improvements, and communication progression have created what many call a “global village.” However, with the blurring of global borders comes a swarm of cultural differences that c...

InMoment
InMoment
Blog Post
  • By John Sperry, Founder and Chief Scientist   Over the past 15 years, I’ve seen the course of customer experience intelligence shift drastically, and my home state become a hub for the industry. While I wholeheartedly believe Utah—home to InMoment’s global headquarters—is the most inviting and majestic locale in the entire United States, the climate and geography are certainly not for the faint o...

InMoment
InMoment
Blog Post
  • By Greg Lloyd, VP of Corporate Marketing   Here at InMoment, we are gearing up for CX Elevated 2018 this February! We are so excited for this year’s event, as we know that this is an incredible opportunity for anyone, anywhere in their CX journey. It is our goal to have each of our attendees leaving with the best, most actionable information to inspire their CX efforts.

InMoment
InMoment
Blog Post
  • This post was written by Simon Fraser, Senior Director, Customer Experience Strategy, and was originally published on MyCustomer.com. View it here.   CX programmes are adopted by many organisations across the globe, each with a different approach and ultimate goal. Whilst the concept of CX is namely the same wherever you look, we’re really interested to see and share how it’s interpreted across di...

InMoment
InMoment
Blog Post
  • By Lisa Davis, VP of Communication   Customer experience is a multifaceted mystery that transcends any single technology, department, or best practice. It is a comprehensive methodology for organizing and running a business that does not always necessarily map to predefined organizational goals. So when a CX leader is asked to demonstrate ROI on their efforts, it can get tricky. This week, we rel...

InMoment
InMoment
Blog Post
  • This post was written by Adam Ince, VP, Client Value at InMoment, and was originally published on Huffington Post. View it here.   We live in the era of easy access to information. With a few clicks, customers can evaluate products and services, compare prices and make a purchase. Customers hold more power in the relationship than ever before. With this dynamic at play, how do you stand out?

InMoment
InMoment
Blog Post
  • This post was written by Simon Fraser, Senior Director, Customer Experience Strategy, and was originally published on Customer Experience Magazine. View it here.   In today’s connected world, managing a customer’s expectation and consistently creating positive experiences has proven to be a challenge for many organisations. Part of the challenges in customer experience can be attributed to a varia...

InMoment
InMoment
Blog Post
  • By Brock Stuart, Customer Success Manager   It’s one of the most popular and controversial topics in retail today: Will automation and digital disruption push people and brick-and-mortar retailers out of the picture? While there are many advocates for either side of the debate, here at InMoment, we believe that the in-store experience is just as relevant today, despite the digital age we live in. ...

InMoment
InMoment
Blog Post
  • This post was originally published on FierceRetail.com. View it here.   Walmart is the latest retailer testing facial recognition technology in an effort to create a better customer experience. Customer experience (CX) expert Brennan Wilkie says that facial recognition will be a key technology moving forward in the personalization of shopping. “Installing facial recognition monitors in stores has ...

InMoment
InMoment
Blog Post
  • By Brock Stuart, Customer Success Manager   Every culture has its popular myths: Bigfoot, the abominable snowman… the list goes on. However, when we think of these mythical monsters, we think of stories that are believable but generally acknowledged to be untrue when examined closely. In terms of myths, retail culture is no different. With rapidly changing technology and evolving customers, many m...

InMoment
InMoment
Blog Post
  • By Nate Morley, Customer Success Manager   Thanksgiving is almost here! That means a few different things to me—family, turkey, pie, more pie and of course, football! I love watching football. I have season tickets to my alma mater. Is there a game on TV? I don’t care who’s playing—I’ll watch. It takes 3 to 4 hours to watch an entire football game, but surprisingly the ball is only in play for 11 ...

InMoment
InMoment
Blog Post
  • By Shayli Lones, Product Marketing   It’s no secret: There’s a lot of technological parity between today’s Voice of Customer (VoC) vendors. And when everyone seemingly offers the same solution, it can make it difficult to choose the vendor that will work best for your business. So what elements should be foundational for an effective VoC platform? Here are four features that should come standard ...

InMoment
InMoment
Blog Post
  • This post was written by James Bolle, VP Head of Client Services EMEA , and was originally published on MyCustomer.com. View it here.   There are many factors that go into making a customer’s overall experience a great one, but the impact of your employees might well be the biggest. Employees are the face of your businesses and must play an important role in any CX programme.

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