InMoment XI Platform Overview
The InMoment Experience Improvement (XI) Platform is a comprehensive customer experience (CX) solution designed to help companies continuously enhance their customer, employee, product, and market experiences, aligning these with business objectives.
What the Product Does
The XI Platform is built to capture and analyze customer feedback and operational data, providing insights that drive actionable improvements. It integrates various data sources to offer a holistic view of the customer journey, enabling businesses to identify key areas for improvement, develop targeted action plans, and measure the impact of these initiatives on their business performance.
Key Features and Functionality
Data Capture and Analysis
- The platform captures feedback throughout the customer journey, using tools such as self-serve text analytics, native language understanding, and conversational intelligence to analyze unstructured feedback.
- It detects patterns, trends, and anomalies in real-time, providing immediate insights into customer interactions.
Insight Generation and Action Planning
- The XI Platform includes advanced features like emotion and sentiment recognition, advanced customer segmentation, and impact simulation to help businesses understand customer needs and predict future actions.
- Tools such as intent detection and human-assisted AI tagging leverage AI and machine learning to identify critical themes in customer interactions and train models for better understanding.
Action Execution and Resolution
- The platform offers case management, alerts and notifications, action planning, and automated workflows to ensure that customer issues are tracked and resolved efficiently.
- Features like frontline coaching and prioritization help businesses focus on areas that need the most improvement, using AI-powered text analytics to identify positive and negative factors affecting customer experience metrics.
Reporting and Dashboards
- InMoment’s XI Platform provides expert-designed, mobile-optimized reports and dashboards that give clarity into CX efforts at various levels, including business, location, and individual experience levels. These reports are customizable and can be shared with executives and frontline staff.
Integrations and Security
- The platform integrates with various systems, including social review data through the acquisition of ReviewTrackers, and supports digital and mobile app integrations to collect feedback from multiple sources.
- It is built on a cloud-based architecture with the highest security standards, ensuring data privacy and protection. The platform also supports a multilingual user interface and is infused with AI and machine learning capabilities.
Predictive Analytics
- InMoment AI, a layer within the XI Platform, offers predictive customer analytics, enabling businesses to predict how customers will respond to products, services, or interactions. This includes impact prediction tools that help teams determine which actions will have the greatest impact on customer experience metrics.
ROI and Business Impact
- The XI Platform is designed to deliver significant financial returns by increasing customer lifetime value, retention, acquisition, and profitability. It promises to show ROI in half the time compared to industry averages, typically within 12 months.
In summary, the InMoment XI Platform is a powerful tool for businesses looking to enhance their customer experiences through comprehensive data analysis, predictive analytics, and targeted action planning, all while ensuring robust security and integration capabilities.