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13.625 16.4 12.745L21 7.375" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> </svg> </div> <div class="column-item-content"> <p class="column-item-title">Customer Feedback</p> <p class="column-item-description">Turn experience signals into transformative, actionable insights</p> </div> </a> <a class="column-item" target="_self" href="/reputation-management-software/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M8.67 14.375H4C2.9 14.375 2 15.275 2 16.375V22.375H8.67V14.375Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M13.3302 10.375H10.6602C9.56016 10.375 8.66016 11.275 8.66016 12.375V22.375H15.3302V12.375C15.3302 11.275 14.4402 10.375 13.3302 10.375Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M20.0001 17.375H15.3301V22.375H22.0001V19.375C22.0001 18.275 21.1001 17.375 20.0001 17.375Z" 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class="column-item-description">Find opportunities to elevate customer and agent experiences</p> </div> </a> <a class="column-item" target="_self" href="/roles/digital/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10 17.325H6.21C2.84 17.325 2 16.485 2 13.115V7.11503C2 3.74503 2.84 2.90503 6.21 2.90503H16.74C20.11 2.90503 20.95 3.74503 20.95 7.11503" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M10 21.845V17.325" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M2 13.325H10" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M6.74023 21.845H10.0002" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M22.0003 13.175V18.885C22.0003 21.255 21.4103 21.845 19.0403 21.845H15.4903C13.1203 21.845 12.5303 21.255 12.5303 18.885V13.175C12.5303 10.805 13.1203 10.215 15.4903 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class="column-heading-section"> <p class="column-heading">Enterprise Architecture</p> </div> <hr class="column-heading-section-hr"> <div class="column-item-section" id="col-67b2fc47c895e"> <a class="column-item" target="_self" href="/text-analytics/"> <div class="column-item-image"> <svg width="24" height="25" viewBox="0 0 24 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M20 12.575V14.275C20 17.425 18.2 18.775 15.5 18.775H6.5C3.8 18.775 2 17.425 2 14.275V8.875C2 5.725 3.8 4.375 6.5 4.375H9.2C9.07 4.755 9 5.175 9 5.625V9.52502C9 10.495 9.32 11.315 9.89 11.885C10.46 12.455 11.28 12.775 12.25 12.775V14.165C12.25 14.675 12.83 14.985 13.26 14.705L16.15 12.775H18.75C19.2 12.775 19.62 12.705 20 12.575Z" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M22 5.625V9.52502C22 11.015 21.24 12.135 20 12.575C19.62 12.705 19.2 12.775 18.75 12.775H16.15L13.26 14.705C12.83 14.985 12.25 14.675 12.25 14.165V12.775C11.28 12.775 10.46 12.455 9.89 11.885C9.32 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class="column-item-title">Data Management</p> <p class="column-item-description">Conquer your most demanding data management needs</p> </div> </a> <a class="column-item" target="_self" href="/predictive-customer-analytics/"> <div class="column-item-image"> <svg width="25" height="25" viewBox="0 0 25 25" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M20.0361 9.975C20.0361 5.975 18.4361 4.375 14.4361 4.375H9.63613C5.63613 4.375 4.03613 5.975 4.03613 9.975V14.775C4.03613 18.775 5.63613 20.375 9.63613 20.375" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M16.3861 8.375C15.8361 7.675 14.9161 7.375 13.5361 7.375H10.5361C8.03613 7.375 7.03613 8.375 7.03613 10.875V13.875C7.03613 15.255 7.33613 16.175 8.02613 16.725" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M8.0459 4.375V2.375" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" /> <path d="M12.0361 4.375V2.375" stroke="currentColor" 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</header> <div class="display-flex grid-wrapper single-post"> <main id="main" class="site-main"> <style> html { scroll-behavior: smooth; } </style><article class="container grid grid-center lg-xl:px-20px post-84821 post type-post status-publish format-standard has-post-thumbnail hentry category-customer-experience category-integrated-cx"> <div class="blog-post-grid st-grid grid-cols-12 gap-x-8 md:gap-x-12 lg:gap-x-16 grid-flow-row md:grid-flow-col mb-24 w-full"> <div class="col-start-1 col-span-12 md:col-start-1 md:col-span-5 mb-8"> <div class="breadcrumbs-wrap"> <nav class="breadcrumbs"><a href="https://inmoment.com/blog/">Blog</a> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <a href="https://inmoment.com/blog/category/customer-experience/">Customer Experience</a> <svg width="7" height="10" viewBox="0 0 7 10" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1.5 10C1.28906 10 1.10156 9.92969 0.960938 9.78906C0.65625 9.50781 0.65625 9.01562 0.960938 8.73438L4.17188 5.5L0.960938 2.28906C0.65625 2.00781 0.65625 1.51562 0.960938 1.23438C1.24219 0.929688 1.73438 0.929688 2.01562 1.23438L5.76562 4.98438C6.07031 5.26562 6.07031 5.75781 5.76562 6.03906L2.01562 9.78906C1.875 9.92969 1.6875 10 1.5 10Z" fill="#96A1AB"/> </svg> <span>Current Page</span></nav> </div> <h1 class="text-orca font-bold text-[40px] leading-[42px]">How to Improve Customer Experience In Your Organization</h1> Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for. If your customer experience does not evolve with your business, it can negatively impact your revenue and overall business performance. </div> <div class="col-start-1 col-span-12 md:col-start-6 md:col-span-7 mb-8"> <div class="rounded content-hero-media overflow-hidden aspect-video relative"> <img width="660" height="439" src="https://inmoment.com/wp-content/uploads/2021/07/ROIExperienceImprovement.jpg" class="absolute inset-0 object-cover wp-post-image" alt="Group of people in a business meeting working to improve customer experience" loading="eager" decoding="async" fetchpriority="high" srcset="https://inmoment.com/wp-content/uploads/2021/07/ROIExperienceImprovement.jpg 660w, https://inmoment.com/wp-content/uploads/2021/07/ROIExperienceImprovement-300x200.jpg 300w" sizes="(max-width: 660px) 100vw, 660px" /> </div> </div> <div class="contents main-content-area col-start-1 col-span-12 md:block md:col-start-4 md:col-span-6 blog-post-grid"> <p>Did you know that when you improve <a href="https://inmoment.com/blog/customer-experience/">customer experience</a>, you can realize financial benefits that directly affect the growth of your organization? By improving customer experience, you can: </p> <ul class="wp-block-list"> <li>Increase sales revenue by up to 7%</li> <li>Increase cross-sell rates by up to 25%</li> <li>Increase shareholder return by up to 10%</li> </ul> <p>These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort. </p> <h2 class="wp-block-heading" id="what-is-customer-experience-improvement">What is Customer Experience Improvement? </h2> <p>Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. This involves understanding customer needs and expectations, as well as any pain points they have in the <a href="https://inmoment.com/blog/customer-journey/">customer journey</a>, and working to address them. </p> <p>The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported. </p> <h2 class="wp-block-heading" id="what-is-a-customer-experience-improvement-program">What is A Customer Experience Improvement Program?</h2> <p>A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand. Customer experience programs are built upon strategies for gathering customer feedback, analyzing <a href="https://inmoment.com/blog/voice-of-the-customer-voc/">voice of the customer</a> data, and implementing changes to the customer experience. </p> <p>A customer experience program helps your organization improve customer experience by facilitating cross-functional collaboration between various departments such as sales, marketing, support, etc. </p> <h2 class="wp-block-heading" id="benefits-of-improving-customer-experience">Benefits of Improving Customer Experience</h2> <p>When you improve customer experience, you will notice benefits that reach every part of the organization. Some of the benefits of improving customer experience include: </p> <h3 class="wp-block-heading" id="increased-customer-loyalty">Increased Customer Loyalty</h3> <p>When you have a consistently positive customer experience, you will create loyal customers. Customers will become loyal to your brand after a varying number of positive experiences. 50% agree that it takes between three and four purchases, while 37% agree it takes more than five purchases. But, by improving customer experience, you will have no problem achieving these customer milestones and increasing <a href="https://inmoment.com/xi-terms/customer-loyalty/">customer loyalty</a>. </p> <h3 class="wp-block-heading" id="higher-customer-lifetime-value">Higher Customer Lifetime Value</h3> <p>Satisfied customers tend to spend more over time, especially when compared to new customers. By improving customer experience, you increase the customer lifetime value by encouraging repeat purchases, cross-selling, and upselling opportunities. </p> <h3 class="wp-block-heading" id="improved-customer-satisfaction">Improved Customer Satisfaction </h3> <p>You will increase <a href="https://inmoment.com/blog/csat-customer-satisfaction/">customer satisfaction</a> by improving customer experience and reducing the pain points in the customer journey. As a result, those satisfied customers will be more likely to recommend your products or services to others. </p> <h3 class="wp-block-heading" id="enhanced-brand-reputation">Enhanced Brand Reputation </h3> <p>When you improve customer experience, customers will trust you more. And 88% of customers who trust a brand will become repeat customers. Improving customer experience will also result in increased <a href="https://inmoment.com/blog/brand-equity/">brand equity</a>, which is a key determining factor in what organizations consumers choose to give their business to. </p> <h3 class="wp-block-heading" id="stronger-competitive-advantage">Stronger Competitive Advantage</h3> <p>In competitive industries, customer experience is often a key differentiating factor. As a matter of fact, 93% of businesses cite CX as either a primary differentiator or a partial differentiator. Improving the customer experience will help your business stand out in the market and attract more customers. </p> <h2 class="wp-block-heading" id="10-ways-to-improve-customer-experience">10 Ways to Improve Customer Experience</h2> <p>It can be easy to get overwhelmed with all the things that can be done to improve customer experience for your organization. However, these ten action items represent the most important and impactful factors of the customer experience. </p> <h3 class="wp-block-heading" id="1-listen-to-customer-feedback">1. Listen to Customer Feedback</h3> <p>Most companies receive <a href="https://inmoment.com/blog/customer-feedback/">customer feedback</a>, but few organizations take the steps necessary to listen to and implement customer feedback in their organization. It is important that you actively examine the voice of customer data to understand what is going well, and what could be improved, in your customer experience. You can also improve customer experience by utilizing tools like sentiment analysis, which will help you analyze unstructured data. </p> <h4 class="wp-block-heading" id="how-can-sentiment-analysis-be-used-to-improve-customer-experience">How Can Sentiment Analysis Be Used to Improve Customer Experience</h4> <p><a href="https://inmoment.com/blog/sentiment-analysis/">Sentiment analysis</a> can be a powerful tool for improving customer experience by providing real-time insights into how customers feel about your products or services. By analyzing text data from reviews, social media, surveys, and support tickets, your business can identify trends in customer emotions as well as promptly address complaints, and adjust your offering based on customer sentiments.</p> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="601" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Sentiment-Analysis.png" alt="A sentiment analysis that shows trending keywords by sentiment. " class="wp-image-84822" srcset="https://inmoment.com/wp-content/uploads/2024/10/Sentiment-Analysis.png 601w, https://inmoment.com/wp-content/uploads/2024/10/Sentiment-Analysis-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Sentiment-Analysis-150x150.png 150w" sizes="auto, (max-width: 601px) 100vw, 601px" /></figure></div> <h3 class="wp-block-heading" id="2-personalize-interactions">2. Personalize Interactions</h3> <p>The majority of today’s consumers expect personalized interactions. You can improve customer experience by tailoring communications and offerings based on individual customer behaviors. </p> <p><strong>Examples of Personalized Interactions</strong></p> <p>For example, an e-commerce website might suggest a hat to go with a recently purchased shirt. Or a financial services institution might notice a customer opening a new savings account and suggest they meet with an in-house financial advisor. </p> <h3 class="wp-block-heading" id="3-streamline-processes">3. Streamline Processes</h3> <p>One of the best ways to improve customer experience is to improve organizational performance. If your organization is operating efficiently, your customers will almost certainly experience an efficient experience. For example, undergoing <a href="https://inmoment.com/blog/contact-center-optimization/">contact center optimization</a> may help customer profiles become more easily accessible to agents. If agents can access customer information easier, they can improve issue resolution time and, as a result, improve the customer experience. </p> <h3 class="wp-block-heading" id="4-train-employees">4. Train Employees </h3> <p>You can improve customer experience by ensuring that your employees are equipped with the knowledge and skills needed to deliver excellent service. Furthermore, suppose you understand the importance of <a href="https://inmoment.com/blog/the-importance-of-employee-loyalty/">employee loyalty</a>. In that case, you know that employee retention is crucial in keeping costs low so that more time and effort can be spent trying to improve customer experience. </p> <p>Employee training goes beyond the onboarding process. It is also important to effectively manage and train employees continuously throughout their careers. Tracking employee statistics and their engagement with customers will help you train them to provide the best service.</p> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="600" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Employee-Engagement-Case-Management.png" alt="Case management dashboard where employees can see top priority issues. " class="wp-image-84828" srcset="https://inmoment.com/wp-content/uploads/2024/10/Employee-Engagement-Case-Management.png 600w, https://inmoment.com/wp-content/uploads/2024/10/Employee-Engagement-Case-Management-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Employee-Engagement-Case-Management-150x150.png 150w" sizes="auto, (max-width: 600px) 100vw, 600px" /></figure></div> <h3 class="wp-block-heading" id="5-reduce-customer-churn">5. Reduce Customer Churn</h3> <p>It might seem counterintuitive to try and improve customer experience by decreasing <a href="https://inmoment.com/blog/customer-churn/">customer churn</a>. But, the two are closely related. If you analyze your customer churn rate and find out what is driving churn, you can implement initiatives to eliminate churn factors in your organization. </p> <p>By removing the things that are causing your customers to leave, you will give them more of a reason to stay, which will improve customer experience. </p> <h3 class="wp-block-heading" id="6-reward-loyal-customers">6. Reward Loyal Customers</h3> <p>Implement a customer loyalty or rewards program that acknowledges and incentivizes repeat business. 83% of consumers say that belonging to a loyalty program influences them to buy from a brand again. By offering discounts, early access to new products, or other perks, you can retain loyal customers by creating a sense of appreciation and rewarding them for doing business with your brand. </p> <h3 class="wp-block-heading" id="7-offer-self-service-options">7. Offer Self-Service Options</h3> <p>79% of consumers expect organizations to provide self-service tools, and 77% view organizations more positively when they do. By offering self-service options, you can help customers save time while simultaneously reducing the pressure on support teams. This leads to overall increased issue resolution and increased satisfaction. </p> <h3 class="wp-block-heading" id="8-respond-to-reviews">8. Respond to Reviews</h3> <p>Responding to reviews is an important part of improving the <a href="https://inmoment.com/blog/end-to-end-customer-experience/">end-to-end customer experience</a>. InMoment research shows that the majority of consumers expect organizations to respond to reviews within a week, but 63% of consumers say they’ve never heard back from a business after leaving a review. Responding to reviews is an important part of making your customers feel valued and understand the real-time performance of your customer experience efforts. </p> <p>With InMoment’s <a href="https://inmoment.com/reputation-management-software/">reputation management software</a>, you can utilize AI to generate review responses. The responses can be tailored to your organization to match your brand’s tone and style guidelines. This functionality can make sure all customer reviews receive a response in a timely manner. </p> <div class="wp-block-image"> <figure class="aligncenter size-full"><img decoding="async" width="601" height="601" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/Review-Response-Automation.png" alt="AI generated review responses. " class="wp-image-84835" srcset="https://inmoment.com/wp-content/uploads/2024/10/Review-Response-Automation.png 601w, https://inmoment.com/wp-content/uploads/2024/10/Review-Response-Automation-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/Review-Response-Automation-150x150.png 150w" sizes="auto, (max-width: 601px) 100vw, 601px" /></figure></div> <h3 class="wp-block-heading" id="9-create-an-omnichannel-experience">9. Create an Omnichannel Experience</h3> <p>An <a href="https://inmoment.com/blog/omnichannel-customer-experience/">omnichannel customer experience</a> allows customers to have a consistent journey across all platforms whether online, in person, via mobile app, or over the phone. Customers should be able to switch channels without having to repeat information or experience a delay. By creating an omnichannel experience, you make it easier for your customers to interact with your brand how they want to, which will improve their experience. </p> <h3 class="wp-block-heading" id="10-track-customer-experience-metrics">10. Track Customer Experience Metrics</h3> <p>You can continuously work to improve customer experience by tracking <a href="https://inmoment.com/blog/customer-experience-kpis-metrics/">customer experience KPIs</a>. You can use metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to monitor specific aspects of your customer experience and identify areas of improvement. By attaching metrics to your customer experience efforts, you make it easier to ensure that customer needs are consistently met and also gives you the ability to show customer experience ROI to key stakeholders in your organization. </p> <p>InMoment’s XI Platform gives you an overview of how your organization is performing on your most important metric, with the ability to dive deeper into specific aspects of the reporting. The XI platform also identifies the biggest areas for improvement to help you continue to realize CX success. </p> <div class="wp-block-image"> <figure class="aligncenter size-large is-resized"><img decoding="async" width="1024" height="1024" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/10/analyze-image-08-1024x1024.png" alt="Customer experience dashboard that shows a drop in CSAT and where the biggest areas for improvement are. " class="wp-image-84841" style="width:636px;height:auto" srcset="https://inmoment.com/wp-content/uploads/2024/10/analyze-image-08-1024x1024.png 1024w, https://inmoment.com/wp-content/uploads/2024/10/analyze-image-08-300x300.png 300w, https://inmoment.com/wp-content/uploads/2024/10/analyze-image-08-150x150.png 150w, https://inmoment.com/wp-content/uploads/2024/10/analyze-image-08-768x768.png 768w, https://inmoment.com/wp-content/uploads/2024/10/analyze-image-08-1536x1536.png 1536w, https://inmoment.com/wp-content/uploads/2024/10/analyze-image-08-1080x1080.png 1080w, https://inmoment.com/wp-content/uploads/2024/10/analyze-image-08.png 1800w" sizes="auto, (max-width: 1024px) 100vw, 1024px" /></figure></div> <p>Improving customer experience is an initiative that requires alignment throughout your entire organization. While the tips listed above represent a great starting point in your customer experience improvement journey, some industries require more specific focuses to move the needle. </p> <h2 class="wp-block-heading" id="how-to-improve-customer-experience-in-retail">How to Improve Customer Experience in Retail</h2> <p>The <a href="https://inmoment.com/blog/ecommerce-customer-experience/">ecommerce customer experience</a> for retail brands has become increasingly important as consumers spend more time online shopping each year. In order to improve the overall retail experience, you need to take into account the ways in which your customers prefer to shop. Here are some tips to improve customer experience in retail: </p> <h3 class="wp-block-heading" id="1-offer-omnichannel-shopping-experiences">1. Offer Omnichannel Shopping Experiences</h3> <p>Retail consumers expect to switch between channels during their shopping experience easily. In the last 5 years, buy online pickup in store (BOPIS) orders have increased by over 200%. This means that more consumers than ever are starting their shopping online, and finishing it in-store. To account for this, ensure that your store is up to date with the latest technology so that these orders can be completed seamlessly. </p> <h3 class="wp-block-heading" id="2-implement-virtual-try-ons">2. Implement Virtual Try-Ons</h3> <p>Using augmented reality technology to allow customers to try products virtually will enhance their shopping experience. One retailer saw that when a customer engaged with AR technology, they had a conversion rate that was 90% higher than customers who did not engage with the same technology. Utilizing this technology creates an interactive and engaging experience that helps customers make informed decisions and reduces returns. </p> <h3 class="wp-block-heading" id="3-curate-personalized-product-recommendations">3. Curate Personalized Product Recommendations</h3> <p>88% of consumers are more likely to continue shopping with a brand that gave them a personalized experience, and 68% of consumers bought an item that they didn’t intend to based on recommendations. Using customer data to curate personalized product recommendations will increase customer loyalty and customer lifetime value. </p> <h2 class="wp-block-heading" id="how-to-improve-customer-experience-in-financial-services">How to Improve Customer Experience in Financial Services</h2> <p>The financial services customer experience has changed a lot in recent years. Consumers are rarely visiting branches, and digital banking usage has increased exponentially. However, there are some values that all financial consumers share, and capitalizing on those will help your institution improve customer experience. </p> <h3 class="wp-block-heading" id="1-implement-personalized-financial-advice">1. Implement Personalized Financial Advice</h3> <p>Use data analytics to provide personalized financial advice based on customers’ spending habits, life stages, and goals. For example, InMoment research found that 25% of Gen Z and Millennials were not interested in pensions and retirement plans. These customers would prefer to hear about other money management opportunities. Consider implementing online portals or virtual advisor meetings that allow for these consumers to get personalized advice. Offering tailored financial advice will make customers feel valued and increase customer loyalty. </p> <h3 class="wp-block-heading" id="2-focus-on-security-and-fraud-prevention">2. Focus on Security and Fraud Prevention</h3> <p>InMoment research found that 90% of financial consumers were concerned about cybersecurity. In order to retain these customers, they need to trust that your organization will keep their data secure. Implementing advanced fraud detection systems, offering two-factor authentication, and regularly educating customers on cybersecurity practices can enhance trust and create a sense of security.</p> <h3 class="wp-block-heading" id="3-develop-financial-literacy-programs">3. Develop Financial Literacy Programs</h3> <p>One of the best ways to retain financial services customers is to assist in their education. Offering educational resources such as webinars, tutorials, or guides, can empower customers to educate themselves and make informed decisions. By supporting financial education, you show your customers that you care about their long-term financial well-being. </p> <h2 class="wp-block-heading" id="how-to-improve-customer-experience-in-healthcare">How to Improve Customer Experience in Healthcare</h2> <p>In order to improve customer experience in healthcare, you need to make it easier for patients to engage with your practice. In an increasingly digital world, patients are spending less time making phone calls to a provider’s office and spending more time researching and booking appointments online. Here are three main things you can do to improve the <a href="https://inmoment.com/blog/customer-experience-healthcare/">healthcare customer experience</a>. </p> <h3 class="wp-block-heading" id="1-simplify-appointment-scheduling">1. Simplify Appointment Scheduling</h3> <p>The majority of consumers prefer to book appointments through digital channels such as online or via a mobile app as opposed to calling an office. To match this demand, make sure your practice has user-friendly scheduling systems that can be accessed from multiple devices. By offering these services along with appointment reminders, you make it easier for new and current patients to book and attend their appointments. </p> <h3 class="wp-block-heading" id="2-manage-local-listings-and-reviews">2. Manage Local Listings and Reviews</h3> <p>It has never been more important for healthcare providers to have up-to-date information online. The quality and completeness of a provider’s profile is the most important factor to someone looking to book an appointment. Reviews are also important, as patients read an average of five reviews before choosing a provider. </p> <p>Consider choosing a <a href="https://inmoment.com/local-listings-management-software/">local listings management software</a> to help you ensure that your practice has the most accurate information available to prospective patients. This can also be used alongside a review management platform that will help you monitor and respond to reviews across the most important sites such as Google, Yelp, and Healthgrades. </p> <h3 class="wp-block-heading" id="3-build-mobile-friendly-pages">3. Build Mobile-Friendly Pages</h3> <p>When conducting research and reading reviews about a provider, almost 70% of patients prefer to use a smartphone or tablet. Similarly, the use of laptops or desktops to do this same research has dropped by almost 30%. In order to make your pages available to consumers on all devices, make sure that your website can support mobile devices, tablets, and desktop computers. This functionality will allow all consumers to view information about your practice and read reviews with ease. </p> <h2 class="wp-block-heading" id="why-improving-customer-experience-is-important-for-organizational-performance">Why Improving Customer Experience Is Important for Organizational Performance</h2> <p>Improving customer experience is important for organizational performance because it can directly affect the amount of revenue your organization generates. Forrester research shows that improving your CX Index score by just one point can generate anywhere from $36 million to $1.2 billion in additional annual revenue depending on your industry. </p> <p>Improving customer experience gives customers more of a reason to stay customers, as well as recommend your organization to others. By finding the relationship between CX and growth in your business, you can accurately predict the financial improvement driven by CX improvement. </p> <h2 class="wp-block-heading" id="how-to-start-a-customer-experience-improvement-program">How to Start a Customer Experience Improvement Program</h2> <p>Starting a customer experience improvement program is a step forward to becoming a customer-focused organization. When starting from scratch, there are three important things to consider to improve customer experience. </p> <h3 class="wp-block-heading" id="1-define-the-vision-and-goals">1. Define the Vision and Goals</h3> <p>Start by outlining the kind of customer experience your organization is trying to deliver. This should align closely with your brand’s values and overall business strategy. Furthermore, choose which customer experience metrics your customer experience improvement program will track. You can choose between customer satisfaction (CSAT), <a href="https://inmoment.com/blog/net-promoter-score/">Net Promoter Score (NPS)</a>, customer effort (CES), or any other metric that makes sense for your business. </p> <h3 class="wp-block-heading" id="2-secure-executive-support">2. Secure Executive Support</h3> <p>It is important to make sure that the leadership and executive team at your organization understand the importance of CX and are committed to supporting the program. This will help secure resources and drive organizational alignment. </p> <p>After you have received <a href="https://inmoment.com/roles/executive/">executive</a> support, you will want to appoint a CX leader. This can be a singular person or a team. The CX leader will spearhead the program’s initiatives and ensure accountability. </p> <h3 class="wp-block-heading" id="3-map-the-customer-journey">3. Map the Customer Journey</h3> <p>After setting your goals and securing buy-in, you are ready to get started. You can start by utilizing <a href="https://inmoment.com/blog/the-customer-journey-mapping-examples/">customer journey mapping</a> to understand the journey your customers go through when choosing to do business with you. This will help you understand the most important touchpoints and make an initial plan. </p> <p>To see a more in-depth look of running a customer experience improvement program, check out all the capabilities you gain with a dedicated <a href="https://inmoment.com/customer-experience-platform/">customer experience platform</a>. </p> <h2 class="wp-block-heading" id="improve-customer-experience-with-inmoment">Improve Customer Experience with InMoment </h2> <p>InMoment’s customer experience platform is designed to help you improve customer experience, regardless of if you are just getting started or already have an established system. Our best-in-class tools and experienced consultants will help you improve your main metrics. To see how InMoment’s platform can be customized to fit your needs, schedule a <a href="https://inmoment.com/demo/">demo</a> today!</p> <section id="block_042ca54b2e7cd2ad7a3b62f08419a847" class="py-4 bg-transparent " style=" "> <details class=""><summary class="cursor-pointer"><span class="h4 ">References <svg height="8" width="8" viewBox="0 0 8 8" class="summary-marker fill-none stroke-current" fill xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><path d="M6.4212 1.20855L3.59277 4.03698L0.764346 1.20855" stroke="inherit"></path></svg></summary><p><span style="font-weight: 400;">Mckinsey & Company. Experience-led growth: A new way to create value. (</span><i><span style="font-weight: 400;">https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/experience-led-growth-a-new-way-to-create-value</span></i><span style="font-weight: 400;">). Accessed 9/13/2024. </span></p> <p><span style="font-weight: 400;">Mckinsey & Company. Prediction: The future of Customer Experience. (</span><i><span style="font-weight: 400;">https://www.mckinsey.com/tr/our-insights/prediction-the-future-of-customer-experience</span></i><span style="font-weight: 400;">). Accessed 9/13/2024. </span></p> <p><span style="font-weight: 400;">Deloitte Insights. Challenging the orthodoxies of brand trust. (</span><i><span style="font-weight: 400;">https://www2.deloitte.com/us/en/insights/topics/leadership/brand-trust-and-challenging-orthodoxies.htm</span></i><span style="font-weight: 400;">l). Accessed 9/16/2024. </span></p> <p><span style="font-weight: 400;">yotpo. How Many Purchases Does it Take to Create Brand Loyalty? (</span><i><span style="font-weight: 400;">https://www.yotpo.com/blog/purchases-brand-loyalty/</span></i><span style="font-weight: 400;">). Accessed 9/17/2024. </span></p> <p><span style="font-weight: 400;">Forrester. How Customer Experience Drives Business Growth, 2022. (</span><i><span style="font-weight: 400;">https://www.forrester.com/report/how-customer-experience-drives-business-growth-2022/RES177564</span></i><span style="font-weight: 400;">). Accessed 9/18/2024. </span></p> <p><span style="font-weight: 400;">Yotpo. The State of Brand Loyalty 2022. (</span><i><span style="font-weight: 400;">https://www.yotpo.com/the-state-of-brand-loyalty-2022</span></i><span style="font-weight: 400;">/). Accessed 10/1/2024.</span></p> <p><span style="font-weight: 400;">Higher logic. 15 Customer Self-Service and Experience Stats To Know (2020). (</span><i><span style="font-weight: 400;">https://vanilla.higherlogic.com/blog/customer-self-service-stats-2020/</span></i><span style="font-weight: 400;">). Accessed 10/1/2024.</span></p> <p><span style="font-weight: 400;">Adobe. Adobe Digital Economy Index. </span><i><span style="font-weight: 400;">(https://www.adobe.com/content/dam/dx/us/en/experience-cloud/digital-insights/pdfs/adobe_analytics-digital-economy-index-2020.pdf</span></i><span style="font-weight: 400;">). Accessed 10/1/2024.</span></p> <p><span style="font-weight: 400;">Retail Customer Experience. Why retailers should embrace augmented reality in the wake of COVID-19. (</span><i><span style="font-weight: 400;">https://www.retailcustomerexperience.com/articles/why-retailers-should-embrace-augmented-reality-in-the-wake-of-covid-19/</span></i><span style="font-weight: 400;">). Accessed 10/1/2024.</span></p> <p><span style="font-weight: 400;">Elastic. Personalization’s critical role in converting ecommerce searches into sales. (</span><i><span style="font-weight: 400;">https://www.elastic.co/explore/improving-digital-customer-experiences/personalizations-critical-role-in-converting-ecommerce-searches-into-sales</span></i><span style="font-weight: 400;">). Accessed 10/1/2024. </span></p> </details></section> <div class="author-section mt-100px"> <section class="author-block"> <div class=""> <div class="flex flex-col md:flex-row gap-9"> <figure class="rounded-full w-110px h-110px overflow-hidden shadow-md flex-shrink-0"> <img width="1000" height="1000" src="https://inmoment.com/wp-content/uploads/2023/11/generic-avatar-blog_1000x1000.png" class="attachment-post-thumbnail size-post-thumbnail wp-post-image" alt="generic user avatar image" decoding="async" srcset="https://inmoment.com/wp-content/uploads/2023/11/generic-avatar-blog_1000x1000.png 1000w, https://inmoment.com/wp-content/uploads/2023/11/generic-avatar-blog_1000x1000-300x300.png 300w, https://inmoment.com/wp-content/uploads/2023/11/generic-avatar-blog_1000x1000-150x150.png 150w, https://inmoment.com/wp-content/uploads/2023/11/generic-avatar-blog_1000x1000-768x768.png 768w" sizes="(max-width: 1000px) 100vw, 1000px" loading="lazy" /> </figure> <div class="authors-content text-orca"> <p class="text-[15px] font-semibold leading-[23px] mb-2 uppercase"> Mike Henry </p> <p class="text-hammerhead text-[13px] leading-[19px] font-medium mb-3 "> CX Writer</p> <div class="text-[13px] leading-[21px]">  <p>Mike is a passionate professional dedicated to uncovering and reporting on the latest trends and best practices in the Customer Experience (CX) and Reputation Management industries. With a keen eye for innovation and a commitment to excellence, Mike strives to deliver insightful content that empowers CX practitioners to enhance their businesses. His work is driven by a genuine interest in exploring the dynamic landscape of CX and reputation management and providing valuable insights to help businesses thrive in the ever-evolving market.</p>  </div> </div> </div>  </div>  </section> </div> <footer class="entry-footer "> <div class="social-share"> <ul class="social-icons menu menu-horizontal"> <li class="social-icon"> <a href="https://www.linkedin.com/shareArticle?title=How%20to%20Improve%20Customer%20Experience%20In%20Your%20Organization&url=https%3A%2F%2Finmoment.com%2Fblog%2Fimprove-customer-experience%2F" onclick="window.open(this.href, 'targetWindow', 'toolbar=no, location=no, status=no, menubar=no, scrollbars=yes, resizable=yes, top=150, left=0, width=475, height=505' ); return false;"> <svg class="icon linkedin-square" aria-labelledby="title-linkedin-93318 desc-linkedin-93318" role="img"> <title id="title-linkedin-93318"> LinkedIn </title> <desc id="desc-linkedin-93318"> Share on LinkedIn </desc> <use 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md:block md:max-h-[20%]"> <h4 class="flex flex-row gap-2 items-center mb-[6px]"> <svg width="17" height="17" viewBox="0 0 17 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M2.375 4.375C2.375 4.07031 2.60938 3.8125 2.9375 3.8125H4.0625C4.36719 3.8125 4.625 4.07031 4.625 4.375V5.5C4.625 5.82812 4.36719 6.0625 4.0625 6.0625H2.9375C2.60938 6.0625 2.375 5.82812 2.375 5.5V4.375ZM3.875 5.3125V4.5625H3.125V5.3125H3.875ZM13.625 4.5625C13.8125 4.5625 14 4.75 14 4.9375C14 5.14844 13.8125 5.3125 13.625 5.3125H6.125C5.91406 5.3125 5.75 5.14844 5.75 4.9375C5.75 4.75 5.91406 4.5625 6.125 4.5625H13.625ZM13.625 8.3125C13.8125 8.3125 14 8.5 14 8.6875C14 8.89844 13.8125 9.0625 13.625 9.0625H6.125C5.91406 9.0625 5.75 8.89844 5.75 8.6875C5.75 8.5 5.91406 8.3125 6.125 8.3125H13.625ZM13.625 12.0625C13.8125 12.0625 14 12.25 14 12.4375C14 12.6484 13.8125 12.8125 13.625 12.8125H6.125C5.91406 12.8125 5.75 12.6484 5.75 12.4375C5.75 12.25 5.91406 12.0625 6.125 12.0625H13.625ZM4.0625 7.5625C4.36719 7.5625 4.625 7.82031 4.625 8.125V9.25C4.625 9.57812 4.36719 9.8125 4.0625 9.8125H2.9375C2.60938 9.8125 2.375 9.57812 2.375 9.25V8.125C2.375 7.82031 2.60938 7.5625 2.9375 7.5625H4.0625ZM3.125 8.3125V9.0625H3.875V8.3125H3.125ZM2.375 11.875C2.375 11.5703 2.60938 11.3125 2.9375 11.3125H4.0625C4.36719 11.3125 4.625 11.5703 4.625 11.875V13C4.625 13.3281 4.36719 13.5625 4.0625 13.5625H2.9375C2.60938 13.5625 2.375 13.3281 2.375 13V11.875ZM3.875 12.8125V12.0625H3.125V12.8125H3.875Z" fill="#001D30" /> </svg> <span class="uppercase text-hammerhead text-[10px] font-semibold ">In this Post</span> </h4> <b> <div class="table-of-contents ml-6"><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-is-customer-experience-improvement" data-target="what-is-customer-experience-improvement">What is Customer Experience Improvement? </a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#what-is-a-customer-experience-improvement-program" data-target="what-is-a-customer-experience-improvement-program">What is A Customer Experience Improvement Program?</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#benefits-of-improving-customer-experience" data-target="benefits-of-improving-customer-experience">Benefits of Improving Customer Experience</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#10-ways-to-improve-customer-experience" data-target="10-ways-to-improve-customer-experience">10 Ways to Improve Customer Experience</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-improve-customer-experience-in-retail" data-target="how-to-improve-customer-experience-in-retail">How to Improve Customer Experience in Retail</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-improve-customer-experience-in-financial-services" data-target="how-to-improve-customer-experience-in-financial-services">How to Improve Customer Experience in Financial Services</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-improve-customer-experience-in-healthcare" data-target="how-to-improve-customer-experience-in-healthcare">How to Improve Customer Experience in Healthcare</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#why-improving-customer-experience-is-important-for-organizational-performance" data-target="why-improving-customer-experience-is-important-for-organizational-performance">Why Improving Customer Experience Is Important for Organizational Performance</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#how-to-start-a-customer-experience-improvement-program" data-target="how-to-start-a-customer-experience-improvement-program">How to Start a Customer Experience Improvement Program</a><a class="text-[13px] leading-[19px] mb-4 scrollto inline-block no-hover text-orca visited:text-orca hover:text-orca/60 transition-colors duration-200 custom-anchor w-full" href="#improve-customer-experience-with-inmoment" data-target="improve-customer-experience-with-inmoment">Improve Customer Experience with InMoment </a></div> </b> </div> <div class="row-start-5 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-1"> <section id="conditional-block_0fc61edea00ce4c3fc9af8fdc3ccea7b" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/05/improve-image-07.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors" id="watch-the-video-get-more-out-of-your-cx-program"> Watch the Video – Get More Out of Your CX Program </h3> <p class="paragraph text-stingray text-[12px]"> Watch this demo video to see how InMoment’s award-winning AI tech does the heavy lifting on analysis so you can spend more time lifting CX results. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-67b2fc4897e0d" class="block-hubspot-form hs-form-outer hs-form-zifc-hide " data-chili="" data-form-id="a1033607-ecb4-4b56-9f65-62488994b393" >  <div class=" modal fade modal-video video-content-2487808256hubspot-form-67b2fc4897e0d" id="video-modal-2487808256 hubspot-form-67b2fc4897e0d" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-2487808256hubspot-form-67b2fc4897e0d" aria-label="Close video"></button> <div class="embed-responsive embed-container"> <iframe loading="lazy" title="Customer Feedback video" src="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-67b2fc4897e0d" width="640" height="360" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title hero-cta " id="get-more-out-of-your-cx-program">Get More Out of Your CX Program</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-67b2fc4897e0d"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_67b2fc4897e0d) { var gatedContentType = 'heroCTAPopupVideo'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { timeoutTime = parseInt(timeoutTime * 1000); setTimeout(() => { document.body.classList.add('gated-lock-screen'); document.documentElement.classList.add('gated-lock-screen'); }, timeoutTime); } } // Init ZI FC $form.attr('data-zifc', 'true'); if (!$form[0].closest('.block-hubspot-form').classList.contains('hs-form-zifc-hide')) document.getElementById('loading-indicator-hubspot-form-67b2fc4897e0d').style.display = 'none'; setTimeout(() => { document.getElementById('loading-indicator-hubspot-form-67b2fc4897e0d').style.display = 'none'; }, 5000); // Init onEmailChange fn if ZIFC enabled onEmailChange($form); // inject custom field values into Hubspot hidden input names var formIDLastAssetData = formIDLastAssetData || []; formIDLastAssetData.push({ id: 'hubspot-form-67b2fc4897e0d', last_asset: 'Customer Experience - Demo Video sidebar-left-2' }); var input = $form[0].querySelector('input[name="last_asset"]'); //lastAssetInputs.forEach(input => { if(input.closest('.block-hubspot-form')) { var formId = input.closest('.block-hubspot-form').id; var formData = formIDLastAssetData.find(item => item.id === 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emailInput.addEventListener(eventType, handleInputChange.bind(null, $form, emailInput)); }); emailInput.hasListenersAttached = true; } } function handleInputChange($form, emailInput) { //console.log('Email input event triggered:', emailInput.value); if ($form.attr('data-zifc') === 'true' && typeof window._zi_fc !== 'undefined') { handleZoomInfoMatch($form, emailInput); } } function handleZoomInfoMatch($form, emailInput) { validateEmailWithDelay(emailInput); } function validateEmailWithDelay(emailInput) { var form = emailInput.closest('form'); var submitButton = form.querySelector('input[type="submit"]'); function disableSubmit() { //console.log('Disable Submit'); submitButton.classList.add('disabled'); submitButton.disabled = true; } function enableSubmit() { //console.log('Enable Submit'); submitButton.classList.remove('disabled'); submitButton.disabled = false; } setTimeout(() => { const neverBounceStatus = emailInput.getAttribute('data-zi-neverbounce-status'); //console.log(neverBounceStatus); if (neverBounceStatus === 'valid') { //console.log('The email input has data-zi-neverbounce set to valid.'); // Handle valid email status if needed } else if (neverBounceStatus === 'invalid') { disableSubmit(); } else if (neverBounceStatus === 'disposable') { disableSubmit(); } else { enableSubmit(); } }, 500); } window.addEventListener('message', function(event) { if (event.data.type === 'hsFormCallback' && event.data.eventName === 'onFormReady') { onEmailChange( /* Pass your form here if needed */ ); } }); function onFormSubmitFunction($form) { //console.log('onFormSubmit function'); // if ($form.attr('id') === 'hsForm_a1033607-ecb4-4b56-9f65-62488994b393') { // //console.log("a1033607-ecb4-4b56-9f65-62488994b393 form submit function"); // } } function onFormSuccessFunction($form, data) { if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { revealGatedContent(); } } else if (gatedContentType === 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$form[0].closest('.block-hubspot-form').querySelector('.play-btn.modal-trigger.form-to-video').click(); $form[0].closest('.block-hubspot-form').querySelector('.form-to-video-wrapper').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').classList.add('to-video'); } function revealFooterPopupVideo() { document.querySelector('.play-btn.modal-trigger.form-to-video.footer-cta').click(); document.querySelector('.form-to-video-wrapper.footer-cta').classList.remove('hidden'); document.querySelector('.hs-form-title.footer-cta').classList.add('hidden'); document.querySelector('.hs-form-sticky-wrap.footer-cta-popup-video .block-hubspot-form').classList.add('to-video'); var submittedMessages = document.querySelectorAll('.submitted-message'); submittedMessages.forEach(function(submittedMessage) { submittedMessage.classList.add('hidden'); }); } function gotoScorecard(data) { var baseURL = ''; var thankYouURLParams = []; thankYouURLParams['first_name'] = data.submissionValues.firstname ? data.submissionValues.firstname : ''; thankYouURLParams['last_name'] = data.submissionValues.lastname ? data.submissionValues.lastname : ''; thankYouURLParams['email'] = data.submissionValues.email ? data.submissionValues.email : ''; thankYouURLParams['phone_number'] = data.submissionValues.phone ? data.submissionValues.phone : '5555555555'; thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); var finalThankyouURL = `${baseURL}?${queryString}&suppress_fields`; window.open(finalThankyouURL, '_blank'); } // Returns the redirect URL needed for the Hubspot form function generateThankYouURL(customURL, formType, gatedContentType, gatedAsset, $form) { // Check if custom Thank You URL is needed if (!customURL) { var baseURL = 'https://inmoment.com/thank-you/?'; var thankYouURLParams = []; if (formType === 'gated') { if (gatedContentType === 'pdf') { thankYouURLParams['type'] = 'asset'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'video') { thankYouURLParams['type'] = 'video'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'popupVideo') { return false; } else if (gatedContentType === 'contentReveal') { return false; } else if (gatedContentType === 'heroCTAPopupVideo') { return false; } else if (gatedContentType === 'footerCTAPopupVideo') { return false; } else if (gatedContentType === 'popupPdf') { return false; } else if (gatedContentType === 'innerGate') { return false; } //console.log('gatedAsset -> ', gatedAsset); } if (formType === 'demo') { thankYouURLParams['type'] = 'contact'; } if (formType === 'contact') { thankYouURLParams['type'] = 'contact'; } if (formType === 'event') { thankYouURLParams['type'] = 'event'; } //console.log('thankYouURLParams -> ', thankYouURLParams); // Construct the query string by joining the key-value pairs thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); //console.log('queryString -> ', queryString); // Combine the base URL with the query string var finalThankyouURL = `${baseURL}${queryString}`; //console.log('finalThankyouURL -> ', finalThankyouURL); return finalThankyouURL; } else { //console.log('customURL -> ', customURL); return customURL; } } // lazy load popup forms 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["mailinator.com","mailor.com","yahoi.co.uk","art.suez.edu.eg","eol.com","info.com","weizixu.com","naymedia.com","compny.com","linator.com","edu.com","mailinaor.com","sportrid.comm","tufufacenurimyv.com","eeeqwe2.com","armyspy.com","info.net","hinoon.com","ainator.com","busniess.com","GMAIL1.com","alright.com","example.com","poverts.com","mailt.com","apxby.com","gmail.com","yahoo.com","hotmail.com","live.com","aol.com","outlook.com","qq.com","comcast.com","icloud.com","ctpagent.com","wesolvecx.com","getthematic.com","merkle.com","getlocalmeasure.com","localmeasure.com","asknicely.com","nielseniq.com","momentive.com","reputation.com","zenloop.com","eloquant.com","forsta.com","hellocustomer.com","skeepers.io","yabble.com","resonate.com.au","smg.com","altointelligence.co.uk","altointelligence.com","auracorp.com","bareinternational.com","bestmark.com","blauw.com","clarabridge.com","concentrix.com","concur.com","confirmit.com","copytimize.com","critizr.com","crowdicity.com","customerradar.com","customersat.com","gallup.com","getfeedback.com","gfk.com","globis-consulting.de","glowfeed.com","insync.com.au","intervista.ch","iperceptions.com","jacada.com","ka-brandresearch.com","kantar.com","kantartns.com","kunden-insights.de","link.ch","livinglens.tv","Loyalty360.org","management-consult.de","medallia.com","morpace.com","nice.com","niceincontact.com","op2ma.com.au","opinionlab.com","oracle.com","pangealabs.com","pidas.com","potentiate.com","quadient.com","qualtrics.com","questback.com","rateitapp.com","rateitapp.com.au","responsetek.com","rightnow.com","salesforce.com","sap.com","satmetrix.com","slmedien.de","smg.com","sphanalytics.com","stellarbpo.com","stellarxm.com","strikedeck.com","surveygizmo.com","surveymonkey.com","tele-research.de","themsrgroup.com","tns-global.com","tns-infratest.com","tnsglobal.com","touchpointgroup.com","ttr-group.de","united-research.com","usabilla.com","verint.com","vovici.com","walkerinfo.com","zendesk.com","zingle.com"], 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heroCTAPopupVideoXLink.click(); } heroCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); /* heroCTAPopupVideoFormWrap.classList.add('hidden'); heroCTAPopupVideoOverlay.classList.remove('reveal'); if(heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) heroCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); */ }); heroCTAPopupVideoOverlay.addEventListener('click', function() { if(event.target === heroCTAPopupVideoOverlay) { heroCTAPopupVideoXLink.click(); } }); } }); }); })(); // End of heroCTAPopupVideo IIFE </script> <div class="form_target"></div> <div class="hidden form-to-video-wrapper hero-cta "> <button type="button" class="play-btn modal-trigger form-to-video bg-tsunami hero-cta " data-toggle="modal" data-target=".video-content-2487808256hubspot-form-67b2fc4897e0d" data-url="https://player.vimeo.com/video/936343247?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-67b2fc4897e0d">Play Video</button> </div> </div> </div> </section> </div> </div> <div class="row-start-8 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-left-2"> <section id="conditional-block_c12edc66764b241effb4d4df92aca15e" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors" id="unlock-expert-guidance-on-todays-cx-challenges-opportunities"> Unlock Expert Guidance on Today’s CX Challenges & Opportunities </h3> <p class="paragraph text-stingray text-[12px]"> From proving ROI and navigating budget constraints to adopting AI and creating seamless omnichannel experiences, these challenges are shaping the future of customer experience. In this report, discover actionable insights and recommendations from our CX experts to help you overcome these obstacles and drive growth. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-67b2fc495d4cb" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf " data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-67b2fc495d4cb" id="video-modal-0 hubspot-form-67b2fc495d4cb" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-67b2fc495d4cb" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2024/06/CX-Trends-and-Challenges-788x1024.png" alt="Cover of CX Trends and Challenges Report" width="810" height="1052"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1" id="unlock-expert-guidance-on-todays-cx-challenges-opportunities">Unlock Expert Guidance on Today’s CX Challenges & Opportunities</h3> <div class="more-content"> <p><span>Whether you’re struggling with limited resources, data fragmentation, or evolving customer expectations, this guide offers the expert advice you need to elevate your CX strategy. Download now to discover how to transform these challenges into growth opportunities.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-67b2fc495d4cb"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_67b2fc495d4cb) { var gatedContentType = 'popupPdf'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if(( localStorage.getItem('hasSubmittedForm') === 'true' && document.cookie.toLowerCase().indexOf('hubspotutk') > -1 ) && (gatedContentType === 'pdf' || gatedContentType === 'popupPdf')) { $form[0].closest('.block-hubspot-form').querySelector('.skeleton-loader').style.display = 'none'; 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}); emailInput.hasListenersAttached = true; } } function handleInputChange($form, emailInput) { //console.log('Email input event triggered:', emailInput.value); if ($form.attr('data-zifc') === 'true' && typeof window._zi_fc !== 'undefined') { handleZoomInfoMatch($form, emailInput); } } function handleZoomInfoMatch($form, emailInput) { validateEmailWithDelay(emailInput); } function validateEmailWithDelay(emailInput) { var form = emailInput.closest('form'); var submitButton = form.querySelector('input[type="submit"]'); function disableSubmit() { //console.log('Disable Submit'); submitButton.classList.add('disabled'); submitButton.disabled = true; } function enableSubmit() { //console.log('Enable Submit'); submitButton.classList.remove('disabled'); submitButton.disabled = false; } setTimeout(() => { const neverBounceStatus = emailInput.getAttribute('data-zi-neverbounce-status'); //console.log(neverBounceStatus); if (neverBounceStatus === 'valid') { //console.log('The email input has data-zi-neverbounce set to valid.'); // Handle valid email status if needed } else if (neverBounceStatus === 'invalid') { disableSubmit(); } else if (neverBounceStatus === 'disposable') { disableSubmit(); } else { enableSubmit(); } }, 500); } window.addEventListener('message', function(event) { if (event.data.type === 'hsFormCallback' && event.data.eventName === 'onFormReady') { onEmailChange( /* Pass your form here if needed */ ); } }); function onFormSubmitFunction($form) { //console.log('onFormSubmit function'); // if ($form.attr('id') === 'hsForm_eeb21f07-484d-4ffd-8806-75f849ba732e') { // //console.log("eeb21f07-484d-4ffd-8806-75f849ba732e form submit function"); // } } function onFormSuccessFunction($form, data) { if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { revealGatedContent(); } } else if (gatedContentType === 'popupVideo' || gatedContentType === 'heroCTAPopupVideo') { revealPopupVideo($form); } else if (gatedContentType === 'popupPdf') { revealPopupPdf($form); 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// Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'popupVideo') { return false; } else if (gatedContentType === 'contentReveal') { return false; } else if (gatedContentType === 'heroCTAPopupVideo') { return false; } else if (gatedContentType === 'footerCTAPopupVideo') { return false; } else if (gatedContentType === 'popupPdf') { return false; } else if (gatedContentType === 'innerGate') { return false; } //console.log('gatedAsset -> ', gatedAsset); } if (formType === 'demo') { thankYouURLParams['type'] = 'contact'; } if (formType === 'contact') { thankYouURLParams['type'] = 'contact'; } if (formType === 'event') { thankYouURLParams['type'] = 'event'; } //console.log('thankYouURLParams -> ', thankYouURLParams); // Construct the query string by joining the key-value pairs thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); //console.log('queryString -> ', queryString); // Combine the base URL with the query string var finalThankyouURL = `${baseURL}${queryString}`; //console.log('finalThankyouURL -> ', finalThankyouURL); return finalThankyouURL; } else { //console.log('customURL -> ', customURL); return customURL; } } // lazy load popup forms document.querySelector('#hubspot-form-67b2fc495d4cb').closest('.hs-form-sticky-wrap').previousElementSibling.previousElementSibling.querySelector('[class*="video-link"]').addEventListener('click', function() { // check if form has already been submitted if(document.querySelector('#hubspot-form-67b2fc495d4cb .form_target form') || (document.querySelector('#hubspot-form-67b2fc495d4cb .form-to-video-wrapper') && !document.querySelector('#hubspot-form-67b2fc495d4cb .form-to-video-wrapper.hidden')) || (document.querySelector('#hubspot-form-67b2fc495d4cb .submitted-message-custom') && !document.querySelector('#hubspot-form-67b2fc495d4cb .submitted-message-custom.hidden')) ) return; 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If it doesn’t, click on the download button.</p> <a class="header-cta-button button inline-block px-8 py-4 mb-4 bg-tsunami" href="https://inmoment.com/wp-content/uploads/2024/11/CX-Challenges-A-CX-Expert-Perspective.pdf" target="_blank"><span class="order-2">Download Now</span><span class="item-icon order-3 right-icon"><svg xmlns="http://www.w3.org/2000/svg" width="1em" height="1em" viewBox="0 0 512 512"><path d="M288 32c0-17.7-14.3-32-32-32s-32 14.3-32 32V274.7l-73.4-73.4c-12.5-12.5-32.8-12.5-45.3 0s-12.5 32.8 0 45.3l128 128c12.5 12.5 32.8 12.5 45.3 0l128-128c12.5-12.5 12.5-32.8 0-45.3s-32.8-12.5-45.3 0L288 274.7V32zM64 352c-35.3 0-64 28.7-64 64v32c0 35.3 28.7 64 64 64H448c35.3 0 64-28.7 64-64V416c0-35.3-28.7-64-64-64H346.5l-45.3 45.3c-25 25-65.5 25-90.5 0L165.5 352H64zm368 56a24 24 0 1 1 0 48 24 24 0 1 1 0-48z"/></svg></span></a> <p class="text-sm stingray exit-this-form cursor-pointer">Exit this form</p> </div> </div></div> </div> </div> </section> </div> </div> </div> <div class="contents md:block md:col-start-10 md:col-span-3 blog-post-grid"> <div class="col-start-1 col-span-12 mb-4 md:col-start-10 md:col-span-3 hidden md:block"> <div class=""> <div class="entry-meta"> <div class="meta-item no-bot"> <span class="icon calendar-day"> <svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M4.25 8.875C4.25 8.35938 4.64844 7.9375 5.1875 7.9375H7.0625C7.57812 7.9375 8 8.35938 8 8.875V10.75C8 11.2891 7.57812 11.6875 7.0625 11.6875H5.1875C4.64844 11.6875 4.25 11.2891 4.25 10.75V8.875ZM5 8.875V10.75C5 10.8672 5.07031 10.9375 5.1875 10.9375H7.0625C7.15625 10.9375 7.25 10.8672 7.25 10.75V8.875C7.25 8.78125 7.15625 8.6875 7.0625 8.6875H5.1875C5.07031 8.6875 5 8.78125 5 8.875ZM5.75 4.1875H10.25V3.0625C10.25 2.875 10.4141 2.6875 10.625 2.6875C10.8125 2.6875 11 2.875 11 3.0625V4.1875H11.75C12.5703 4.1875 13.25 4.86719 13.25 5.6875V13.1875C13.25 14.0312 12.5703 14.6875 11.75 14.6875H4.25C3.40625 14.6875 2.75 14.0312 2.75 13.1875V5.6875C2.75 4.86719 3.40625 4.1875 4.25 4.1875H5V3.0625C5 2.875 5.16406 2.6875 5.375 2.6875C5.5625 2.6875 5.75 2.875 5.75 3.0625V4.1875ZM3.5 13.1875C3.5 13.6094 3.82812 13.9375 4.25 13.9375H11.75C12.1484 13.9375 12.5 13.6094 12.5 13.1875V7.1875H3.5V13.1875ZM3.5 5.6875V6.4375H12.5V5.6875C12.5 5.28906 12.1484 4.9375 11.75 4.9375H4.25C3.82812 4.9375 3.5 5.28906 3.5 5.6875Z" fill="#001D30" /> </svg> </span> <div class="content"> <span class="label">Updated</span> <span class="value">October 8, 2024</span> </div> </div> <div class="meta-item"> <span class="icon calendar-day"></span> <div class="content"> <span class="label">Published</span> <span class="value">October 8, 2024</span> </div> </div> <div class="meta-item"> <span class="icon pencil"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M10.7422 3.08594C11.2578 2.59375 12.0781 2.59375 12.5938 3.08594L13.6016 4.09375C14.0938 4.60938 14.0938 5.42969 13.6016 5.94531L6.26562 13.2812C5.98438 13.5391 5.65625 13.75 5.30469 13.8438L2.46875 14.6875C2.32812 14.7109 2.1875 14.6875 2.09375 14.5938C2 14.5 1.95312 14.3594 2 14.2188L2.84375 11.3828C2.9375 11.0312 3.14844 10.7031 3.40625 10.4219L10.7422 3.08594ZM12.0547 3.625C11.8438 3.41406 11.4922 3.41406 11.2578 3.625L9.99219 4.91406L11.7734 6.69531L13.0625 5.42969C13.2734 5.19531 13.2734 4.84375 13.0625 4.63281L12.0547 3.625ZM4.55469 12.1328L6.05469 12.4375L11.2344 7.23438L9.45312 5.42969L4.25 10.6328L4.55469 12.1328ZM3.64062 11.3828C3.61719 11.4531 3.57031 11.5234 3.54688 11.5938L2.91406 13.7734L5.09375 13.1406C5.16406 13.1172 5.23438 13.0703 5.30469 13.0469L4.15625 12.8125C4.01562 12.7891 3.89844 12.6719 3.875 12.5312L3.64062 11.3828Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Written by</span> <span class="value">Mike Henry</span> </div> </div> <div class="meta-item"> <span class="icon book-open"><svg width="16" height="17" viewBox="0 0 16 17" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M13.9062 4.02344C14.3984 4.21094 14.75 4.67969 14.75 5.19531V12.2969C14.75 12.6484 14.5859 12.9531 14.2812 13.1641C14 13.3516 13.6484 13.4219 13.3203 13.3281C10.6016 12.4844 8.53906 13.6797 8.30469 13.8438C8.21094 13.8906 8.11719 13.9375 7.97656 13.9375C7.83594 13.9375 7.74219 13.8906 7.64844 13.8438C7.53125 13.7734 5.42188 12.4609 2.63281 13.3281C2.30469 13.4219 1.95312 13.3516 1.67188 13.1641C1.39062 12.9531 1.25 12.6484 1.25 12.2969V5.19531C1.25 4.67969 1.57812 4.21094 2.07031 4.02344C3.125 3.64844 4.15625 3.4375 5.09375 3.4375C6.47656 3.46094 7.48438 3.85938 8 4.09375C8.49219 3.85938 9.47656 3.46094 10.8828 3.46094C11.7969 3.46094 12.8281 3.64844 13.9062 4.02344ZM7.625 12.9766V4.75C7.20312 4.5625 6.3125 4.21094 5.09375 4.1875C4.22656 4.1875 3.28906 4.375 2.30469 4.72656C2.11719 4.79688 2 4.98438 2 5.19531V12.2969C2 12.3906 2.04688 12.4844 2.11719 12.5547C2.21094 12.625 2.30469 12.625 2.42188 12.6016C3.19531 12.3672 3.89844 12.2734 4.55469 12.2734C5.9375 12.2734 7.03906 12.6953 7.625 12.9766ZM14 12.2969V5.19531C14 4.98438 13.8594 4.79688 13.6719 4.72656C12.6641 4.375 11.7031 4.1875 10.8828 4.1875C9.66406 4.21094 8.77344 4.5625 8.375 4.75V12.9766C9.24219 12.5547 11.1875 11.875 13.5547 12.6016C13.6719 12.625 13.7656 12.625 13.8594 12.5547C13.9297 12.4844 14 12.3906 14 12.2969Z" fill="#001D30" /> </svg></span> <div class="content"> <span class="label">Reading time</span> <span class="value">13 minutes</span> </div> </div> </div> </div> </div> <div class="row-start-13 col-start-1 col-span-12 mb-4 md:col-start-1 md:col-span-3 md:row-start-auto relative md:h-[40%]"> <div class="blog-post-block-area blog-post-right-1"> <section id="conditional-block_58c3a438d2549fa9d93e33c1bb56efb7" class="block-conditional "> <div class="card-wrapper "> <a class="video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block" href="#" target=""> <div class="promo-card-image relative rounded bg-hammerhead/10""> <img decoding="async" class="absolute inset-0 w-full h-full object-cover rounded" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" /> </div> <div class="p-5"> <h3 class="heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors" id="2025-consumer-trends-report"> 2025 Consumer Trends Report </h3> <p class="paragraph text-stingray text-[12px]"> The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. </p> </div> </a> </div> <span class="hs-gated-content-reveal-overlay hero-cta "></span> <div class="hs-form-sticky-wrap hero-cta-popup-video hidden "> <a href="" class="cta-popup-video-x-link hero-cta "> <svg width="20" height="20" viewBox="0 0 20 20" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0_75_3)"> <path d="M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846" stroke="white" stroke-width="3" stroke-linecap="round" stroke-linejoin="round" /> </g> <defs> <clipPath id="clip0_75_3"> <rect width="20" height="20" fill="white" /> </clipPath> </defs> </svg> </a> <div id="hubspot-form-67b2fc4968131" class="block-hubspot-form hs-form-outer hs-form-zifc-hide popup-pdf " data-chili="" data-form-id="eeb21f07-484d-4ffd-8806-75f849ba732e" >  <div class=" modal fade modal-video video-content-0hubspot-form-67b2fc4968131" id="video-modal-0 hubspot-form-67b2fc4968131" tabindex="-1" role="dialog" aria-hidden="true"> <div class="modal-dialog" role="document"> <div class="modal-content"> <div class="modal-body"> <button type="button" class="close" data-dismiss="modal" data-target=".video-content-0hubspot-form-67b2fc4968131" aria-label="Close video"></button> <div class="embed-responsive embed-container"> </div> </div> </div> </div> </div> <div class="md:grid grid-cols-2 gap-x-8 items-center md:py-12"> <div class="form-image col-start-1 col-span-1 flex"> <img decoding="async" class="form-img rounded-lg mb-4 mx-auto self-center max-w-full" loading="lazy" src="https://inmoment.com/wp-content/uploads/2023/04/Nav_Promo_Image_-_2025trends.png" alt="2025 Consumer Trends Report" width="448" height="612"> </div> <div class="col-start-2 col-span-1"> <h3 class="hs-form-title hero-cta col-start-2 col-span-1" id="2025-consumer-trends-report">2025 Consumer Trends Report</h3> <div class="more-content"> <p><span>Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.</span></p> </div> <div class="skeleton-loader" id="loading-indicator-hubspot-form-67b2fc4968131"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_67b2fc4968131) { var gatedContentType = 'popupPdf'; 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clipboard-write; encrypted-media"></iframe> </div> </div> </div> </div> </div> <h3 class="hs-form-title footer-cta " id="watch-a-video">Watch a Video</h3> <div class="skeleton-loader" id="loading-indicator-hubspot-form-67b2fc497bf38"> <div class="skeleton-field formpulse delay-1"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-2"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> <div class="skeleton-field formpulse delay-3"> <div class="skeleton-label"></div> <div class="skeleton-input"></div> </div> </div> <script> hsformEmbedJs.addEventListener('load', function(event_67b2fc497bf38) { var gatedContentType = 'footerCTAPopupVideo'; var timeoutTime = 0; // Set up functions function onFormReadyFunction($form) { // Gated content known user check if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { timeoutTime = parseInt(timeoutTime * 1000); setTimeout(() => { document.body.classList.add('gated-lock-screen'); document.documentElement.classList.add('gated-lock-screen'); }, timeoutTime); } } // Init ZI FC $form.attr('data-zifc', 'true'); if (!$form[0].closest('.block-hubspot-form').classList.contains('hs-form-zifc-hide')) document.getElementById('loading-indicator-hubspot-form-67b2fc497bf38').style.display = 'none'; setTimeout(() => { document.getElementById('loading-indicator-hubspot-form-67b2fc497bf38').style.display = 'none'; }, 5000); // Init onEmailChange fn if ZIFC enabled onEmailChange($form); // inject custom field values into Hubspot hidden input names var formIDLastAssetData = formIDLastAssetData || []; formIDLastAssetData.push({ id: 'hubspot-form-67b2fc497bf38', last_asset: 'Integrated CX - Demo Video footer-form' }); var input = $form[0].querySelector('input[name="last_asset"]'); //lastAssetInputs.forEach(input => { if(input.closest('.block-hubspot-form')) { var formId = input.closest('.block-hubspot-form').id; var formData = formIDLastAssetData.find(item => item.id === formId); if (formData) { input.value = formData.last_asset; input.dispatchEvent(new Event('input', { bubbles: true })); console.log(formData.last_asset); } } //}); // if (document.querySelector('input[name="last_asset"]')) { // document.querySelector('input[name="last_asset"]').value = '<//?php echo $last_asset; ?>'; // document.querySelector('input[name="last_asset"]').dispatchEvent(new Event('input', { // bubbles: true // })); // } } // After button clicked, but before data is sent function onBeforeFormSubmitFunction($form) { const submitButton = $form.find('input[type="submit"]').get(0); if (submitButton) { submitButton.classList.add('submit-loading'); submitButton.value = "Loading..."; submitButton.disabled = true; } } // Next few functions fire only if ZI enabled function onEmailChange($form) { const emailInput = document.querySelector('input[name="email"]'); if (emailInput && !emailInput.hasListenersAttached) { ['input', 'change'].forEach(eventType => { emailInput.addEventListener(eventType, handleInputChange.bind(null, $form, emailInput)); }); emailInput.hasListenersAttached = true; } } function handleInputChange($form, emailInput) { //console.log('Email input event triggered:', emailInput.value); if ($form.attr('data-zifc') === 'true' && typeof window._zi_fc !== 'undefined') { handleZoomInfoMatch($form, emailInput); } } function handleZoomInfoMatch($form, emailInput) { validateEmailWithDelay(emailInput); } function validateEmailWithDelay(emailInput) { var form = emailInput.closest('form'); var submitButton = form.querySelector('input[type="submit"]'); function disableSubmit() { //console.log('Disable Submit'); submitButton.classList.add('disabled'); submitButton.disabled = true; } function enableSubmit() { //console.log('Enable Submit'); submitButton.classList.remove('disabled'); submitButton.disabled = false; } setTimeout(() => { const neverBounceStatus = emailInput.getAttribute('data-zi-neverbounce-status'); //console.log(neverBounceStatus); if (neverBounceStatus === 'valid') { //console.log('The email input has data-zi-neverbounce set to valid.'); // Handle valid email status if needed } else if (neverBounceStatus === 'invalid') { disableSubmit(); } else if (neverBounceStatus === 'disposable') { disableSubmit(); } else { enableSubmit(); } }, 500); } window.addEventListener('message', function(event) { if (event.data.type === 'hsFormCallback' && event.data.eventName === 'onFormReady') { onEmailChange( /* Pass your form here if needed */ ); } }); function onFormSubmitFunction($form) { //console.log('onFormSubmit function'); // if ($form.attr('id') === 'hsForm_4c66e1ed-b848-4c6d-8425-43ed60082d8e') { // //console.log("4c66e1ed-b848-4c6d-8425-43ed60082d8e form submit function"); // } } function onFormSuccessFunction($form, data) { if (gatedContentType === 'contentReveal') { if (localStorage.getItem('hasSubmittedForm') !== 'true') { revealGatedContent(); } } else if (gatedContentType === 'popupVideo' || gatedContentType === 'heroCTAPopupVideo') { revealPopupVideo($form); } else if (gatedContentType === 'popupPdf') { revealPopupPdf($form); } else if (gatedContentType === 'footerCTAPopupVideo') { revealFooterPopupVideo() } else if (gatedContentType === 'innerGate') { revealInnerGate($form); } // GTM add event trigger here window.dataLayer = window.dataLayer || [] window.dataLayer.push({ 'event': 'form_submit', 'lastAsset': 'Integrated CX - Demo Video footer-form', 'formSubmittedPage': window.location.href, 'salesforceCampaignID': 'Footer CTA', 'formType': 'gated', 'gatedContentType': gatedContentType }); localStorage.setItem('hasSubmittedForm', 'true'); } function revealInnerGate($form) { if($form[0].closest('.block-im-quiz')) { $form[0].closest('.hs-form-sticky-wrap').classList.add('hidden'); $form[0].closest('.block-im-quiz').querySelector('.im-quiz-finish-screen').classList.remove('hidden'); $form[0].closest('.block-im-quiz').querySelector('.quiz-inner').classList.remove('hidden'); $form[0].closest('.block-im-quiz').querySelector('.restart').style.display = 'inline-block'; } } function revealGatedContent() { //console.log('content has been revealed'); document.body.classList.remove('gated-lock-screen'); document.documentElement.classList.remove('gated-lock-screen'); } function revealPopupPdf($form) { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.more-content').classList.add('hidden'); setTimeout(() => { $form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom .header-cta-button').click(); }, 3000); } function revealPopupVideo($form) { $form[0].closest('.block-hubspot-form').querySelector('.play-btn.modal-trigger.form-to-video').click(); $form[0].closest('.block-hubspot-form').querySelector('.form-to-video-wrapper').classList.remove('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden'); $form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden'); $form[0].closest('.block-hubspot-form').classList.add('to-video'); } function revealFooterPopupVideo() { document.querySelector('.play-btn.modal-trigger.form-to-video.footer-cta').click(); document.querySelector('.form-to-video-wrapper.footer-cta').classList.remove('hidden'); document.querySelector('.hs-form-title.footer-cta').classList.add('hidden'); document.querySelector('.hs-form-sticky-wrap.footer-cta-popup-video .block-hubspot-form').classList.add('to-video'); var submittedMessages = document.querySelectorAll('.submitted-message'); submittedMessages.forEach(function(submittedMessage) { submittedMessage.classList.add('hidden'); }); } function gotoScorecard(data) { var baseURL = ''; var thankYouURLParams = []; thankYouURLParams['first_name'] = data.submissionValues.firstname ? data.submissionValues.firstname : ''; thankYouURLParams['last_name'] = data.submissionValues.lastname ? data.submissionValues.lastname : ''; thankYouURLParams['email'] = data.submissionValues.email ? data.submissionValues.email : ''; thankYouURLParams['phone_number'] = data.submissionValues.phone ? data.submissionValues.phone : '5555555555'; thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); var finalThankyouURL = `${baseURL}?${queryString}&suppress_fields`; window.open(finalThankyouURL, '_blank'); } // Returns the redirect URL needed for the Hubspot form function generateThankYouURL(customURL, formType, gatedContentType, gatedAsset, $form) { // Check if custom Thank You URL is needed if (!customURL) { var baseURL = 'https://inmoment.com/thank-you/?'; var thankYouURLParams = []; if (formType === 'gated') { if (gatedContentType === 'pdf') { thankYouURLParams['type'] = 'asset'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'video') { thankYouURLParams['type'] = 'video'; // Gated content needs to be attachment URL thankYouURLParams['asset'] = gatedAsset; } else if (gatedContentType === 'popupVideo') { return false; } else if (gatedContentType === 'contentReveal') { return false; } else if (gatedContentType === 'heroCTAPopupVideo') { return false; } else if (gatedContentType === 'footerCTAPopupVideo') { return false; } else if (gatedContentType === 'popupPdf') { return false; } else if (gatedContentType === 'innerGate') { return false; } //console.log('gatedAsset -> ', gatedAsset); } if (formType === 'demo') { thankYouURLParams['type'] = 'contact'; } if (formType === 'contact') { thankYouURLParams['type'] = 'contact'; } if (formType === 'event') { thankYouURLParams['type'] = 'event'; } //console.log('thankYouURLParams -> ', thankYouURLParams); // Construct the query string by joining the key-value pairs thankYouURLParams = Object.entries(thankYouURLParams); var queryString = thankYouURLParams.map(([key, value]) => `${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&'); //console.log('queryString -> ', queryString); // Combine the base URL with the query string var finalThankyouURL = `${baseURL}${queryString}`; //console.log('finalThankyouURL -> ', finalThankyouURL); return finalThankyouURL; } else { //console.log('customURL -> ', customURL); return customURL; } } // lazy load popup forms document.querySelector('#hubspot-form-67b2fc497bf38').closest('.hs-form-sticky-wrap').previousElementSibling.previousElementSibling.querySelector('[class*="video-link"]').addEventListener('click', function() { // check if form has already been submitted if(document.querySelector('#hubspot-form-67b2fc497bf38 .form_target form') || (document.querySelector('#hubspot-form-67b2fc497bf38 .form-to-video-wrapper') && !document.querySelector('#hubspot-form-67b2fc497bf38 .form-to-video-wrapper.hidden')) || (document.querySelector('#hubspot-form-67b2fc497bf38 .submitted-message-custom') && !document.querySelector('#hubspot-form-67b2fc497bf38 .submitted-message-custom.hidden')) ) return; // Main hubspot code hbspt.forms.create({ region: "na1", portalId: "1787915", locale: "en", target: "#hubspot-form-67b2fc497bf38 .form_target", css: '', redirectUrl: generateThankYouURL('', 'gated', 'footerCTAPopupVideo', ''), formId: "4c66e1ed-b848-4c6d-8425-43ed60082d8e", manuallyBlockedEmailDomain: ["mailinator.com","mailor.com","yahoi.co.uk","art.suez.edu.eg","eol.com","info.com","weizixu.com","naymedia.com","compny.com","linator.com","edu.com","mailinaor.com","sportrid.comm","tufufacenurimyv.com","eeeqwe2.com","armyspy.com","info.net","hinoon.com","ainator.com","busniess.com","GMAIL1.com","alright.com","example.com","poverts.com","mailt.com","apxby.com","gmail.com","yahoo.com","hotmail.com","live.com","aol.com","outlook.com","qq.com","comcast.com","icloud.com","ctpagent.com","wesolvecx.com","getthematic.com","merkle.com","getlocalmeasure.com","localmeasure.com","asknicely.com","nielseniq.com","momentive.com","reputation.com","zenloop.com","eloquant.com","forsta.com","hellocustomer.com","skeepers.io","yabble.com","resonate.com.au","smg.com","altointelligence.co.uk","altointelligence.com","auracorp.com","bareinternational.com","bestmark.com","blauw.com","clarabridge.com","concentrix.com","concur.com","confirmit.com","copytimize.com","critizr.com","crowdicity.com","customerradar.com","customersat.com","gallup.com","getfeedback.com","gfk.com","globis-consulting.de","glowfeed.com","insync.com.au","intervista.ch","iperceptions.com","jacada.com","ka-brandresearch.com","kantar.com","kantartns.com","kunden-insights.de","link.ch","livinglens.tv","Loyalty360.org","management-consult.de","medallia.com","morpace.com","nice.com","niceincontact.com","op2ma.com.au","opinionlab.com","oracle.com","pangealabs.com","pidas.com","potentiate.com","quadient.com","qualtrics.com","questback.com","rateitapp.com","rateitapp.com.au","responsetek.com","rightnow.com","salesforce.com","sap.com","satmetrix.com","slmedien.de","smg.com","sphanalytics.com","stellarbpo.com","stellarxm.com","strikedeck.com","surveygizmo.com","surveymonkey.com","tele-research.de","themsrgroup.com","tns-global.com","tns-infratest.com","tnsglobal.com","touchpointgroup.com","ttr-group.de","united-research.com","usabilla.com","verint.com","vovici.com","walkerinfo.com","zendesk.com","zingle.com"], // Arbitrary in case there are two of same form on page formInstanceId: "hubspot-form-67b2fc497bf38", onFormReady: function($form) { onFormReadyFunction($form); }, onBeforeFormSubmit: function($form) { onBeforeFormSubmitFunction($form); }, onFormSubmit: function($form) { onFormSubmitFunction($form); }, onFormSubmitted: function($form, data) { onFormSuccessFunction($form, data); }, submitText: "Watch the Video", }); }); }) // on hs script loaded </script> <script> (function() { // Start of IIFE //console.log("Zi Enabled for form hubspot-form-67b2fc497bf38, waiting to add FC onReady"); if (!window._zi_fc) { window._zi_fc = {}; } if (!window._zi_fc.onReadyList) { window._zi_fc.onReadyList = []; } const formId = "hubspot-form-67b2fc497bf38"; // Check if a function for this formId already exists const isFuncAlreadyAdded = window._zi_fc.onReadyList.some(func => func.tag === formId); let onReadyCalled = false; const func = (data) => { onReadyCalled = true; // Set the flag to true if(document.getElementById('loading-indicator-' + formId).nextElementSibling.getAttribute('data-hubspot-rendered') === 'true') { document.getElementById('loading-indicator-' + formId).style.display = 'none'; } const formDivElement = document.getElementById(formId); if (formDivElement) { // console.log("formDivEL found! it's"); formDivElement.classList.remove('hs-form-zifc-hide'); } }; if (!isFuncAlreadyAdded) { //console.log("isFuncAlreadyAdded"); func.tag = formId; // Add a tag to the function for uniqueness check window._zi_fc.onReadyList.push(func); } // Timer to handle the case when onReady is not called within 4000ms setTimeout(() => { if (!onReadyCalled) { func(); } }, 3000); window._zi_fc.onReady = (data) => { console.log("onReady triggered"); onReadyCalled = true; // Set the flag to true window._zi_fc.onReadyList.forEach((func) => { func(data); }); }; })(); // End of IIFE </script> <script> (function() { document.addEventListener('DOMContentLoaded', function() { var footerCTA = document.querySelector('.footer-cta-popup-video-link'); var footerCTAPopupVideoFormWrap = document.querySelector('.footer-cta-popup-video'); var footerCTAPopupVideoXLink = document.querySelector('.cta-popup-video-x-link.footer-cta'); var footerCTAPopupVideoOverlay = document.querySelector('.hs-gated-content-reveal-overlay.footer-cta'); // Check if the footer-cta-popup-video-link element exists if (footerCTA) { footerCTA.addEventListener('click', function() { // Prevent the default behavior of the link event.preventDefault(); footerCTAPopupVideoOverlay = footerCTA.closest('.blog-post-block-area') ? footerCTA.closest('.blog-post-block-area').querySelector('.hs-gated-content-reveal-overlay') : footerCTAPopupVideoOverlay; footerCTAPopupVideoFormWrap.classList.remove('hidden'); footerCTAPopupVideoOverlay.classList.add('reveal'); if(document.querySelectorAll('.blog-post-block-area .hs-gated-content-reveal-overlay.hidden').length > 0) { var videoLinks = document.querySelectorAll('.blog-post-block-area .hs-gated-content-reveal-overlay.hidden'); videoLinks.forEach(videoLink => { if(videoLink.closest('.blog-post-block-area').classList.contains('z-50')) { videoLink.closest('.blog-post-block-area').classList.remove('z-50'); } }); } if(document.querySelector('.blog-post-block-area .hs-gated-content-reveal-overlay.reveal')) document.querySelector('.blog-post-block-area .hs-gated-content-reveal-overlay.reveal').closest('.blog-post-block-area').classList.add('z-50'); }); } if (footerCTAPopupVideoXLink) { footerCTAPopupVideoXLink.addEventListener('click', function() { // Prevent the default behavior of the link event.preventDefault(); footerCTAPopupVideoFormWrap.classList.add('hidden'); footerCTAPopupVideoOverlay.classList.remove('reveal'); footerCTAPopupVideoFormWrap.querySelector('.block-hubspot-form').classList.remove('to-video'); if(footerCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) footerCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); }); document.addEventListener('keydown', function(event) { if ( 27 === event.keyCode ) { footerCTAPopupVideoXLink.click(); } }); } if (footerCTAPopupVideoOverlay) { footerCTAPopupVideoOverlay.addEventListener('click', function() { // Prevent the default behavior of the link event.preventDefault(); footerCTAPopupVideoFormWrap.classList.add('hidden'); footerCTAPopupVideoOverlay.classList.remove('reveal'); if(footerCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.contains('z-50')) footerCTAPopupVideoFormWrap.closest('.blog-post-block-area').classList.remove('z-50'); }); } }); })(); // End of heroCTAPopupVideo IIFE </script> <div class="form_target"></div> <div class="hidden form-to-video-wrapper footer-cta"> <button type="button" class="play-btn modal-trigger form-to-video bg-tsunami footer-cta" data-toggle="modal" data-target=".video-content-2804921824hubspot-form-67b2fc497bf38" data-url="https://player.vimeo.com/video/941694777?dnt=1&app_id=122963&autohide=1&controls=1&hd=1&pause=0&videoFoam=true&formId=hubspot-form-67b2fc497bf38">Play Video</button> </div> </div> </div> </div> </div> <div class="footer-social"> <ul class="menu region-menu"> <li class="show-regions-list menu-item"><a href="#">Regions</a></li> </ul> <ul class="social-icons"> <li class="social-icon linkedin"> <a href="https://www.linkedin.com/company/weareinmoment/" target="_blank" rel="noopener noreferrer"> <svg height="16" width="16" class="icon linkedin" aria-hidden="true" role="img"> <title id="title-linkedin-47260"> linkedin </title> <use xlink:href="#linkedin"></use> </svg> <span class="screen-reader-text"> Link to Linkedin </span> </a> </li> <li class="social-icon twitter"> <a href="https://twitter.com/WeAreInMoment" target="_blank" rel="noopener noreferrer"> <svg height="16" width="16" class="icon twitter" aria-hidden="true" role="img"> <title id="title-twitter-46541"> twitter </title> 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