InMoment, a customer experience (CX) optimisation platform, celebrated victory with clients and other CX leaders at the UK Customer Experience Awards in London over the weekend. InMoment’s innovative prompting technology, Active Listening, won a silver award in the New Product/Product – Making the Most of Technology category during the 2016 ceremony.
The Active Listening Suite’s patent-pending application of real-time text analytics allows brands to obtain information that is more actionable, and makes the feedback process an engaging, positive experience for customers. Active Listening enhances InMoment’s Global Voice of Customer feedback solutions, which includes a full range of multilingual invitation, collection, advanced analytics and reporting tools to help companies listen to, understand and share customer stories through whichever channels and languages are most relevant to their customers and employees.
Two of InMoment clients were also celebrated – high-street fashion retailer New Look took home the gold for Customer Centric Culture, and leading late-night hospitality company iNTERTAIN was a finalist in the Engaging Customers Online category.
New Look took home the award win for Customer Centric Culture — Utilities & Retail for its initiative which transformed their customer experience. Originally centred on value, New Look’s new programme includes customers as co-creators in developing mutually beneficial relationships and business outcomes. New Look’s customers are applauding the changes as reflected in an 11% and increase in the company’s satisfaction metric, and a massive rise on the UK Customer Satisfaction Index by 56 places, with the business now placed 7th. 80% of customers report being ‘very satisfied’ with 70% singling out a staff member for praise. It is clear the approach to engage all its employees in creating a customer-centric culture is creating a different and positive relationship with customers.
iNTERTAIN, a leading late-night hospitality company on the high street, was honoured as a finalist in the Engaging Customers Online category. iNTERTAIN created a sophisticated customer listening programme that helps the company understand how to be more responsive to customers while improving business. As part of their commitment to building authentic relationships, iNTERTAIN took the bold step of making public all customer feedback. As a result, customers have a more accurate view of the experience they can expect, and iNTERTAIN is able to deepen their trust with customers through open conversation.
James Bolle -VP Head of EMEA Client Services and Country Manager at InMoment said: “We’re absolutely thrilled that our clients have been recognized for the brilliant work they to do to create meaningful relationships with their customers. We do everything we can to develop technology to help our clients listen to and understand their customers better. So being recognized ourselves for the innovative technology we’ve developed is an extra honour. These awards are a testament to what can happen with organizations committed to elevating the customer work together.”
Louise Moghaddam, Head of Customer Service at New Look, said: “We’re really proud to have won the Customer Centric award on behalf of New Look and we happily share it with all of our colleagues across the whole business who work so hard each and every day to put our customers first.”