Stop Reacting and Start Designing: Predictive Analytics Comes to CX

  • June 10 2016
  • Loyalty Management: Articles

Customer Experience (CX) requires a sophisticated understanding of your customers. The first step in this understanding is identifying and addressing pain points, and creating a sense of transactional ease. And while having an effective triage...Read More

Will Marketing Kill CX?

  • April 01 2016
  • Loyalty Management: Articles
  • Kristi Knight, CMO

Somewhere, someone is dreaming about being a marketer who drives millions of people toward their brand. As a chief marketing officer, I’d like to say I was that someone, but I wasn’t. In fact, I took only one marketing class during...Read More

Video Feedback Adds New Dimensions to Customer Experience Feedback

  • February 02 2016
  • Loyalty Management: Articles

Truly listening to and understanding what their customers are saying is one of the most enduring challenges for brands. New channels of engagement and changing customer habits have combined with rapidly developing technologies to give people more...Read More

Moving Beyond What Customers Want to What Customers Need

  • February 01 2017
  • Resource: Loyalty Today
  • Brennan Wilkie

Earlier this month, InMoment released our 2017 CX Trends Report. The objective of this annual exercise is to examine various areas of customer experience (CX) from both consumer and brand perspectives to determine where these groups are...Read More

What Does a Chief Customer Officer Need to Be Successful?

  • January 17 2017
  • Resource: Loyalty Today
  • Lisa Harmer

The role of Chief Customer Officer or Chief Experience Officer is still relatively new, and enterprise businesses are struggling to understand the role itself, and the roadmap to success.According to the Chief Customer Officer Council, only...Read More

CX Lessons from 2016 (And Why You Should Stay Curious in 2017)

  • January 04 2017
  • Resource: Loyalty Today
  • Simon Fraser

Earlier this year I shifted my priorities and focus, and chose pleasure and purpose over other engrained habits and needs.I was so “busy being busy” that I had forgotten the evident importance of slowing down and taking stock. The...Read More

Pizza Hut Receives Brand Loyalty Through Consumer Trust

  • September 01 2015
  • Loyalty Management: Articles

In a recent QSR benchmark study from InMoment, Pizza Hut was the only large brand that stood out for food satisfaction, value, and brand loyalty.Loyalty360 caught up with Doug Terfehr, Pizza Hut’s Public Relations Director, to find out what...Read More

5 Tips for Better Social Listening

  • August 03 2015
  • Loyalty Management: Articles

All customer feedback, regardless of the source, should be treated as the infinitely valuable resource it is. And because of its public and immediate nature of social conversations, taking a strategic approach to listening and responding to this...Read More

InMoment Illuminates the Path to an Authentic Customer Experience

  • July 01 2015
  • Loyalty Management: Articles

People are increasingly demanding authentic customer experiences, and this is changing the way many brands are developing and maintaining customer relationships. To succeed, brands must now build more honesty, transparency, personalization, and...Read More

InMoment’s Two New Customer Experience Tools Take Brands Beyond the Metrics

  • June 01 2015
  • Loyalty Management: Articles

InMoment, a customer experience optimization platform, is always trying to innovate around the customer. In keeping with that theme, the company recently launched two new and exciting tools: Global Text Analytics and The CX Analyst Tool.Moving...Read More

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Do you feel there is a lack of competitive benchmarks, technology metrics, objective technology assessments, or shared industry terminology that hinders your ability to effectively implement CX efforts?