InMoment, the leading provider of Experience Improvement (XI) solutions, and inQuba, the leader in customer journey management, announced today a partnership to offer a journey-first approach to customer experience improvement.
The combined offering gives companies a one-stop solution for customer-centric organisations to integrate their customer experience (CX) and customer journey (CJ) management programs to greatly reduce churn, increase adoption and lower costs.
The InMoment and inQuba partnership enables CX practitioners to understand why customers stall or quit a transaction across channels, and provides personalised, contextual interventions (“nudges”) that move customers forward toward their goal.
With this journey toolkit, customers can also track individual journeys by overlaying context, understanding segments, anticipating an action with visual analytics and machine learning (ML) all in an effort to stay agile and adaptable, optimise the experience, and remain relevant to the consumer.
“Today, customer experience insights are not enough. What moves the needle is the ability to drive action and a tangible return on investment,” said Wendy Greenham, senior director of global partnerships at InMoment. “inQuba, like InMoment, goes beyond insights to drive business outcomes for their clients. This partnership will help our joint customers improve acquisition and retention as well as enable reduced cost of service.”
“InMoment XI combined with inQuba Journey Management takes experience improvement to an unprecedented level for CX teams, delivering the holy grail of insights to action to commercial outcome,” said Michael Renzon, CEO of inQuba. “CX leaders are demanding more – the ability to clearly identify experience themes, zoom into the underlying journeys, understand granular customer and segment detail, and change customer behaviour and commercial outcomes in real time. Together we deliver just that.”
This partnership brings together two leaders in enterprise CX improvement recognised by Forrester, Gartner, and third party review sites such as G2 and Gartner Peer Insights for delivering ROI on customer experience improvement efforts.
