Getting Personal: Know More Than a Customer’s Name

Despite access to more data than ever before, brands still don’t fully understand what motivates customers. Customer Experience (CX) is now an established framework that, if managed correctly, can drive fierce loyalty and establish an unbeatable competitive advantage when it...

Growing Global: Bicester Village a Microcosm of Global CX

Nan Russell, Head of InMoment’s Global Centre of Excellence, discusses the impact Chinese consumers are having on the European Customer Experience. At an iconic British rail station in the heart of London, an announcement for a train bound for a...

2017 CX Trends Report: Brands Underestimate Emotional Impact of Breaking Promises

A new study from InMoment reveals that brands lack important understanding of the emotions that drive customer loyalty and significantly undervalue the negative impact of failing to deliver on customer expectations. Conducted by customer experience optimization leader InMoment, the annual CX...