InMoment B2B Case Studies & Customer Successes

InMoment™ is the leader in Experience Intelligence (XI), transforming metrics into meaning to drive high-value business decisions and relationships with both customers and employees. The company’s cloud-native XI Platform is engineered with data science at the core, and specifically architected to harness intelligence from across the entire experience ecosystem to deliver clear business value. The platform features three clouds that all work seamlessly together to give companies a comprehensive understanding of the most important factors impacting their bottom lines, including: Customer Experience (CX) Cloud, Employee Experience Cloud, and Market Experience Cloud. InMoment’s approach of providing strategic technical, best practice and thought leadership support ensures that their nearly 500 brands across 95 countries realize maximum business impact.

Aegon improves NPS and closes the feedback loop with InMoment's real-time CX platform

Aegon

Iain O’Connor

Senior Manager - Customer Experience & Insight

Vice President of Organizational Development

Senior Vice President and Director of Customer Experience

Auntie Anne’s achieves a 9% OSAT lift and stronger employee engagement with InMoment

Auntie Anne's

Heather Neary

President

CEO & Head Coach

How Betty’s Burgers Transformed Customer Feedback Into Online Reputation Growth

Betty's Burgers

Janice Verdan

Marketing

Biogen achieves faster, more reliable customer care with InMoment

Biogen

Keith Ho

Director of Customer Focus and Medical Digital

Cabela’s achieves richer customer insights and stronger in-store experiences with InMoment

Cabela’s

Nathan Borowski

Communications Specialist

Castlight Health achieves improved user experience and actionable NPS analytics with InMoment

Castlight Health

Chevron Federal Credit Union achieves reinvigorated member service and real-time closed-loop feedback with InMoment

Chevron Federal Credit Union

Margot Asiri

VP of Strategic Initiatives

Costa Vida achieves 39,866 online reviews in six months with InMoment's OpenTell

Costa Vida

Jeff Jacobson

COO

Dave & Buster's boosts guest engagement and satisfaction with InMoment CX intelligence

Dave & Buster’s

Dolf Berle

President and COO

Discount Tire achieves enterprise-scale, actionable customer insights with InMoment

Discount Tire

Mike Bolland

Director, Omni Channel Customer Insights and Experience

DocuSign achieves continuous UX improvement and stronger customer advocacy with InMoment

DocuSign

Dräger achieves improved customer loyalty and faster issue resolution with InMoment

Dräger

Hauke Gastmeyer

Head of Customer Experience Management

DSV achieves rapid, scalable closed-loop feedback and boosts NPS with InMoment

DSV

Anders Norman

Director of Customer Experience

Eastern Bank secures executive buy-in and develops a CX Leadership Council with InMoment

Eastern Bank

Rich Dorfman

Vice President of CX

Chief Executive Officer

Foot Locker achieves personalized, inclusive retail experiences with InMoment

Foot Locker

Frank Bracken

Executive

Leading Footwear and Sportswear Retailer Foot Locker Uses Pioneering, AI-Powered NLP and Text Analytics to Improve Customer Experiences

Foot Locker

Chief Operating Officer

Juniper Networks achieves 10x more survey responses and 62% faster issue resolution with InMoment

Juniper Networks

Michelle Cullinan

Digital Marketing Strategist

Research manager

Maurices achieves increased customer loyalty and improved experiences with InMoment's predictive analytics

Maurices

Kristin Anderson

AVP

How McDonald’s Australia Transformed Feedback Into Fuel for Growth

McDonald's

Michael Dominish

McDonald's

Medibank achieves record service NPS and business growth with InMoment VoC analytics

Medibank

Nathan Chung

Service NPS and Voice of Customer Team Manage

MedStar Health's Brand Reputation Journey through Reputation Management

MedStar Health

Claire

MedStar Health

New Zealand District Health Board achieves real-time patient experience insights and NPS consistently above 75 with InMoment

New Zealand District Health Board

New Zealand Post achieves 385% increase in consumer responses and 118% parcel NPS with InMoment

New Zealand Post

Trish Roberts

Voice of Customer Programme Manager

nib (Australia & New Zealand health insurer) achieves a 6% churn reduction with InMoment (experience management provider)

nib

Ohio Mutual Insurance Group achieves faster, broader customer feedback and a unified CX culture with InMoment

Ohio Mutual Insurance Group

Mark C. Russell

President and CEO

Orange Leaf Frozen Yogurt achieves real-time issue resolution and stronger customer advocacy with InMoment

Orange Leaf Frozen Yogurt

Trent Despain

Field Service Manager

PandaDoc achieves a customer-centric product roadmap with InMoment

PandaDoc

Pizza Hut achieves higher employee engagement and reduced turnover with InMoment

Pizza Hut

Amy Messersmith

Chief People Officer

Primark - Customer Case Study

Primark

Quilter reclaims customer trust and boosts Trustpilot score with InMoment's API integration

Quilter

Ant Scammell

UK Operations Director

Realogy achieves scalable digital experience improvement across its portfolio with InMoment

Realogy

Reliant achieves 152% NPS increase and embeds CX into its DNA with InMoment

Reliant

Suzie Dieth

Director of Customer Experience

RingCentral achieves improved digital product experience with InMoment

RingCentral

How Rural King Uses Review Data to Create Memorable In-Store Experiences

Rural King

Kirk Waidelich

VP of Marketing

Sky Deutschland achieves a 6.4-point NPS increase and 6.1% rise in call satisfaction with InMoment

Sky

Tina Bruder

Manager Customer Insight

Smashburger achieves 5.5% guest satisfaction improvement in two months with InMoment

Smashburger

Jeremy Morgan

SVP - Marketing & Consumer Insights, Smashburger

SoftwareONE achieves a unified, improved global support experience with InMoment

SoftwareONE

Solarity Credit Union achieves 40% NPS increase with InMoment

Solarity Credit Union

Ralph Cumbee

Senior Vice President and CXO

Specsavers’ Journey From Traditional to Transformational CX

Specsavers

Gareth Dixon

Director of Central Operations

St. Luke’s Medical Center + InMoment Revolutionizing the Patient Experience Through Real-Time Care

St. Luke’s Medical Center

Narciso Jr. S. Navarro

St. Luke’s Medical Center

Surrey & Sussex Healthcare NHS Trust achieves 17% response rate and real-time, actionable patient experience insights with InMoment

Surrey & Sussex Healthcare NHS

Michael Wilson

Chief Executive Officer

Synergy achieves 10.3% CES improvement and democratises CX data with InMoment

Synergy

Shalvina Govind

Voice of Customer Specialist

TELUS achieves $1M in direct cost savings and a $5M churn-reduction opportunity with InMoment

Telus

Stavros Davidovic

Manager, Feedback & Recovery

Tesco Ireland achieves real-time customer insights and improved employee engagement with InMoment

Tesco Ireland

Dan Portus

Insight to Action Programme Manager

The British Council achieves scalable, concise global feedback and improved customer experience with InMoment

The British Council

Pete Hogg

Director Customer Management

Food Retail Group General Manager

Thomson Reuters achieves data-driven transformation and 300% boost in survey response rates with InMoment's Journey Framework

Thomson Reuters

Pamela Strozzi

Head of Customer Experience

Tiffany & Co achieves actionable, company-wide customer insights and boosts satisfaction with InMoment

Tiffany & Co

Total Wine & More boosts customer satisfaction and retention with InMoment

Total Wine & More

David Trone

Owner

Transform Cosmetic Surgery achieves real-time patient feedback and improved patient retention with InMoment

Transform Cosmetic Surgery

Steven Taylor

Marketing Director

TTI Inc achieves executive buy-in for CX and early VoC wins with InMoment

TTI Inc

Abhijeet Singh

ANZ’s VoC Lead

U.S. Cellular achieves 400% more customer feedback and near-real-time action with InMoment

U.S. Cellular

John Lewis

Customer Insights Lead

Versicherungskammer Bayern achieves a fully automated, real‑time customer‑centric transformation with InMoment

Versicherungskammer Bayern

Holger Dahl

Marketing Strategy Director

Virgin Money UK achieves a customer‑obsessed culture and major NPS gains with InMoment

Virgin Money UK

David Duffy

Chief Executive Officer

Customer Experience Manager

Beloved Frozen Yogurt Brand Increases Location Foot Traffic by 92% in Less Than a Year

Yo-Chi

Emilie

Customer Experience Leader

Zoom strengthens account health through real-time CX data in Salesforce with InMoment

Zoom

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