Overview

InMoment’s Experience Improvement (XI) Platform helps companies continuously improve experiences at the intersection of value—where customer, employee, product, and market needs come together with business objectives. With our award-winning platform and deep bench of experts, we provide comprehensive analytics and prescriptive actions that increase retention, acquisition, customer lifetime value, and profitability.

Features

Collect Experience Data From Everywhere, in Every Format

Engage your audience on their terms and show them you value their feedback. Whether it’s through a survey, contact center interaction, social media review, video, web session, or a visit into a store, we’ll make sure you’re there to listen. Features include:

• AI Survey Builder
• Conversational Data
• Active Listening Bot
• Social Ratings and Reviews
• Image, Video, and Audio Feedback

Find Opportunities to Delight Your Customers (and Your Shareholders!)

Understand what your customers are talking about and the challenges they’re facing. The XI Platform continually combs through your feedback and operational data to detect and alert on patterns, trends, and anomalies as they occur. Features include:

• Self-Serve Text Analytics
• Native Language Understanding
• Conversational Intelligence
• Search-based Data Mining
• Emotion and Sentiment Recognition
• Advanced Customer Segmentation
• Impact Simulator
• Anomaly Detection

Discover the Balance of Human Touch and Automated Action at Scale

It’s time to turn analytics into targeted, effective action. The XI Platform helps you execute on data-identified learnings, socialize feedback, track and resolve customer issues, and develop action plans to realize immediate Experience Improvement. Features include:

• Case Management
• Alerts and Notifications
• Action Planning
• Preemptive Intent-based Actions
• Automated Workflows
• Prioritization Engine
• Prescriptive Recommendation

Storytelling That Drives Customer-Centricity at Every Level

InMoment’s expert-designed, mobile-optimized reports and dashboards give clarity into your CX efforts—at the business, location, and even individual experience level. Now you can create, schedule, and share actionable reporting with executives and frontline staff. Features include:

• Best Practice Templates
• Report Builder
• Customizable Dashboards
• Role-based Insights
• User Access Groups
• Anonymization and Data Protection

Infuse Experience Intelligence Into Every System

Whether you’re using Salesforce, Marketo, Zendesk or another system, incorporating experience data enables you to automate feedback collection, manage cases, and break down silos. Features include:

• Out-of-the-box Connectors
• Custom Integrations
• Automated Event-based Workflows
• Enterprise-grade API and SDK

Experience Improvement in the Palm of Your Hand

Socialize customer feedback, manage issues, and quickly take action to drive Experience Improvement all from your mobile device. With our Moments mobile app, all employees—from the frontline staff to high-level managers—get the insights they need to take action on-the-go. Features include:

• Curated Data Feed
• Mobile Analytics
• Quick Actions
• Data Socialization
• Case Management

Govern and Future Proof Your CX Program

From AI-powered text analytics to integrations that connect your experience data to your systems, enhanced data management capabilities that cleanse and enrich your data, and the most secure cloud computing environment available, InMoment has you covered. Features include:

• Cloud-based Architecture
• Highest Security Standards
• Multilingual User Interface
• Data Privacy and Protection
• Infused with AI and Machine Learning