Case Study: First National Bank achieves comprehensive touchpoint coverage and enhanced brand experience with InMoment

Finding the Customer Touchpoints to Enhance Their Brand

First National Bank partnered with InMoment to extend its customer experience program across every touchpoint. The bank’s challenge was to map and understand customers’ unique journeys so it could identify where experiences fell short and implement improvements organization-wide.

InMoment applied journey mapping plus a custom text analytics model to analyze feedback across all touchpoints, and added a voice-of-employee program to capture frontline insight. Tailored tools and reporting for teams from the front line to senior leadership uncovered opportunities to delight customers and enabled targeted, organization-wide improvements.

First National Bank