Case Study: The British Council improves global customer experience with InMoment

The British Council improves CX across 115 countries with InMoment

The British Council, a UK-based international organisation for cultural relations and education, faced the challenge of delivering a consistent customer experience across its global operations amidst inconsistent funding. To become more customer-centric and improve commercial effectiveness, they partnered with vendor InMoment to gain clear, unbiased evidence of customer demands and preferences.

InMoment implemented a comprehensive SaaS-based customer experience platform featuring multi-channel surveys, real-time reporting dashboards, and an alert system for closing the feedback loop. This solution provided the British Council with actionable insights, enabling them to identify areas for organisational improvement. The results included increased customer feedback opportunities, a more customer-focused culture, and the ability to close gaps between their brand promise and the customer experience, ultimately supporting ambitious growth plans.

The British Council