Integrated Omnichannel Experience Management
InMoment offers an advanced, AI-powered Integrated Customer Experience (CX) solution that unifies data from all customer interaction points – including online, mobile, in-store, social media and customer service – into a single, actionable platform. This holistic view enables businesses to deliver seamless and consistent experiences no matter where and how customers engage.
Key Benefits for Retailers
- Holistic Intelligence: The platform aggregates insights across channels using AI and Natural Language Processing (NLP), helping brands understand the full customer journey.
- Speed to Value: InMoment claims that its integrated CX approach generates results in just 12 months, which is half the time compared to the industry average of 25 months.
- Customer Loyalty Gains: Retailers with strong omnichannel strategies retain 89% of their customers, compared to just 33% for companies with weaker approaches, according to InMoment. Plus, omnichannel shoppers tend to deliver 30% higher lifetime value.
- Consistency Across Touchpoints: The software ensures unified customer data, real-time channel integration, consistent messaging and smooth transitions between channels.
Real-World Applications & Success Stories
- La-Z-Boy embraced InMoment’s platform to dismantle internal data silos and deliver a high-quality, consistent omnichannel experience, laying the groundwork for better customer loyalty and satisfaction.
- Jack in the Box uses InMoment's AI-driven Voice of the Guest (VoG) tools to monitor and act on feedback from various formats – social media, audio, and video, enhancing the omnichannel customer experience.
- The recent acquisition of InMoment by Press Ganey Forsta brings enhanced conversational intelligence, reputation management and omnichannel listening capabilities to clients across retail, hospitality and other industries.
Omnichannel retail integrates customer interactions across multiple touchpoints such as digital, physical and social into one fluid, coherent experience. This integration enables customers to seamlessly move between channels without friction or repetition.
InMoment’s AI-enhanced platform is engineered to break down channel silos and craft a unified customer experience, fulfilling modern expectations for seamlessness, personalization and responsiveness. Their proven capability to drive substantial business impact, combined with growing ecosystem reach, solidifies their position as a leading provider of omnichannel CX solutions.
