provider of Experience Intelligence (XI), today announced the ability to
harness emotion in new ways via an innovative emotional core in the XI
platform. For the very first time, businesses can now use emotion to
bring context to traditional CX metrics, trigger intelligent workflows,
and drive the emotional connection between customers and employees.
Historically, most CX vendors have had to manually identify emotions in
customer feedback well after the experience has happened—analyzing data
after the fact. The inability to understand and act on emotion in real
time has led to intelligence gaps for businesses in every industry. As a
result, those same businesses have missed the opportunity to fix
negative experiences and celebrate positive ones because they understand
their customers’ emotions too late.
According to a recent study by PWC, 59 percent of all consumers feel
companies have lost touch with the human element of customer experience.
And only 38 percent of U.S. consumers say the employees they interact
with understand their needs. If brands do not measure emotions, they
lose valuable context that can help drive decisions.
To fill this intelligence gap, InMoment has extended the breadth of data
sciences in the XI Platform by engineering emotion into its core,
detecting emotion as data flows in, activating workflows off it,
powering more intelligent coaching and case management, and ultimately
driving better business decisions, expanding a culture of CX, and
ingraining instant feedback loops into workflows.
“Emotion is fundamental to every human experience whether that is your
customer or your employee. Leveraging emotion in business enables
employees to connect with customers on a deeper level and be moved to
change,” said Andrew Joiner, CEO, InMoment. “By embedding emotion at the
heart of our platform, we enable brands to respond to emotion-based
experiences in the moment and drive a culture of empathy.”
For more information about InMoment’s XI Platform, visit www.inmoment.com.
is the leader in Experience Intelligence (XI), transforming metrics into
meaning to drive high-value business decisions and relationships with
both customers and employees. The company’s cloud-native XI Platform is
engineered with data science at the core, and specifically architected
to harness intelligence from across the entire experience ecosystem to
deliver clear business value. The platform features three clouds that
all work seamlessly together to give companies a comprehensive
understanding of the most important factors impacting their bottom
lines, including: Customer Experience (CX) Cloud, Employee Experience
(EX) Cloud, and Market Experience (MX) Cloud. 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.