Free 2019 CX Trends Webinar: Why Are Brands Still Struggling, and What is the Fix?
Summary
Lurking versus Listening : Brands’ obsession with digital data and online forums is keeping them in a passive and reactive mode, limiting their understanding of customers’ most important conversations. Neglecting non-buyers : Findings on why customers leave without buying revealed a troubling problem: many brands aren’t only missing opportunities to build high-value relationships, but actually harming their chances of ever doing so. Dismissing the human factor : Brands still don’t understand how critical employees are in improving satisfaction, but more importantly, creating memorable experiences to build lasting loyalty. InMoment ™ is a cloud-based experience (EX) intelligence platform, arming brands with compelling insights to drive high-value business decisions and relationships with both customers and employees. InMoment’s approach of providing strategic technical, best practice and thought leadership support ensures that our nearly 500 brands across 95 countries realize maximum business impact.