The Contact Center QA “X Factor”
A positive customer experience (CX) can be a major competitive differentiator. According to recent PWCresearch, 1 in 3 customers would walk away from a brand they love after just one…
Reimagining omnichannel CX in the age of AI
Every day, customers leave a trail of information to tell you what they want, feel, and dislike. Every phone call, chat, website visit, social post, and online review generates billions…
The Future of CX
Customer Experience (CX) has been a focus for many brands in recent years, with heavy investment seen by companies trying to perfect and differentiate themselves from their competitors. But what…
Transforming Customer Experience: How Companies Drive Business Success When Integrating UC & Contact Center Platforms
Regardless of the metric, delivering an excellent customer experience is at the top of business leaders’ priority lists. When asked for 2023 technology spending plans, 65% of companies said they…
From Cost Center to an Experience Center
Your customer experience IS your competitive advantage More than 80% of businesses agree that customer experience (CX) offers them a competitive edge; yet just 14% say it forms a crucial…
Putting AI, Automation, and Data to Work
Customers are the most important part of any business. And customers today aren’t just looking for stellar products and offerings, they also want an amazing service experience. The stakes are…
State of CX: 2023 UK Consumer Study
We are pleased to share that In Moment, in partnership with NPSx, have launched a new research report on the State of CX for UK Brands in 2023. Premise of…
Five leadership lessons for business transformation
Major transformation initiatives have a poor track record. They promise breakthrough benefits for the business and its customers, but the journey can be painful, and they normally cost more and…
3 Steps to Transform Your Customer Experience with AI-Driven Insights
You have one of those “good problems” people talk about, and it is this: The customer experience has gone digital. It is not “trending in that direction.” It is not…
Generative AI 101
Expectations for generative AI are high and yet there’s also a lot of confusion about what it is and what it can do for businesses now. First, generative AI is…