InMoment plans to challenge the customer experience industry by offering enhanced Experience Improvement (XI) software and services specifically designed to help leaders detect and ‘own’ customer and employee journeys.

According to Forrester, in 2019 86% of brands were not benefiting from their investments into customer experience and in 2020 no brands ranked ‘excellent’ in their customer experience benchmark.

InMoment’s study of 10,000 business leaders revealed that less than 3% claim their business is highly mature in their experience offerings—this after decades of investment in traditional surveys and signal monitoring.

InMoment is declaring that the ‘status quo’ of managing experiences isn’t enough and business leaders are not well served by continuing to fund and execute failing programs with limited focus and impact.

XI solutions use a wide array of experience data sources and by combining the right data, new technology, and human expertise offered by industry-leading services teams will help InMoment clients drive more impactful experience programs.

“Chasing survey scores and lagging indicators is not our idea of a modern approach to improving experiences. Instead, we partner with InMoment to identify key moments that matter in our customers’ journeys and drive change in those areas. This approach gives our executives better metrics to run the business and elevates our results,” Foot Locker director of customer experience, Tyler Saxey said.

InMoment has been laying the foundations for their XI solutions for the past two years. It built and recently launched its hyper-modern XI technology platform and now has over one million active daily users across all its technologies. In March, it joined forces with global customer experience (CX) firm MaritzCX, and it recently secured research and development investment funding through its partnership with top-tier private equity firm Madison Dearborn Partners.

The new solutions are designed to deliver XI with technology and data products XI Workflow for complex data management, XI Moments for curation, display, and alerts of key experience moments, XI Digital Transformation, and XI Field Reporting.

InMoment is also introducing new strategic service and consulting solutions for XI through an array of offerings including XI Transformation, XI Journey Mapping & Moment Analysis, XI Predict, XI Outcome Linkage, and expanded benchmarking, competitive, market, and brand experience solutions.

“InMoment is passionate about improving moments that matter—it’s the key to an effective experience program. This could mean focusing on employee feedback at one company and onboarding at another,” InMoment CEO, Andrew Joiner said.

“While businesses are very logical, people are emotional. This difference has made it difficult to offer this new class of solution in the past. But InMoment is now giving leaders a new, better set of metrics to run their business, and the ability to know where to focus—to really see and own the moments that matter.”