InMoment, the leading provider of Experience Improvement solutions, announced that it has deepened its partnership with Bright, an award-winning, immersive learning platform, and has developed a fully integrated, AI-powered upskilling application to expand employees’ abilities, improve coaching, and decrease skill gaps. The offering provides a new way for large enterprises to elevate the employee journey, leading to a better overall customer experience (CX).

The integrated Bright and InMoment solution takes real-time InMoment data from the enterprise’s operations—such as handle times, error rates, NPS, or customer survey scores—to identify each associate’s strengths and weaknesses. Bright then automates a personalized, monthly upskilling path tailored to learners’ development opportunities. The upskilling includes AI-powered simulations, during which learners are rated and coached as they speak, make decisions, and use simulated systems, making the practice and coaching experience realistic and relevant to the employee’s goals.

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“When companies talk about adaptive learning, they usually mean adjusting a learner’s future courses based on prior quiz results,” said Rob Wright, CEO of Bright. “This is useful to a point, but it’s limited to the courses and quizzes in the company’s library, and it emphasizes content review over true practice and skill building. What we’re doing now with InMoment is in a whole different category of personalization and automation.”

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“As a longtime player in the Customer Experience Management space, we love the way this offering supports our vision of enabling an integrated CX approach by leveraging CX through EX,” said EVP of AI Products at InMoment, Jeff Catlin. “Employees practice the exact conversations that we’ve identified are negatively impacting the customer journey. The fact that Bright and InMoment can automate this process means we are making it easier to lift the customer journey, one employee and one skillset at a time.”

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Over the last several years, Bright has leveraged InMoment’s best-of-breed natural language processing (NLP) and AI stack to change how organizations and health systems train their associates. Bright’s approach to conversation, chat, and software simulations, powered by the InMoment AI engine, has helped reduce training costs and ramp times up to 50% for customer and patient experience roles. This expanded partnership builds on that success and sets the foundation to bring the companies’ combined offerings to their collective customer bases.

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InMoment, the leading provider of Experience Improvement (XI), announced that Jack in the Box has recently expanded its relationship with InMoment to include InMoment Spotlight, advanced artificial intelligence (AI) analytics software, to more easily uncover valuable guest insight from their over 500 million annual guests.

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“Our team is focused on using the additional insight to make business decisions without delay–having a faster time to guest improvement that will positively influence their experience with our brand leading to increased loyalty.”

Jack in the Box has had a long-standing partnership with InMoment for its Voice of the Guest (VOG) program and is now leveraging its latest AI capabilities to proactively surface and act on even more guest feedback with the goal of continuing to improve the omnichannel guest experience with quality products and service. Spotlight capabilities will improve the clarity of guest feedback for both structured and unstructured data that includes social media, videos, and audio files to elevate omnichannel guest experiences.

“The use of the InMoment AI solution will allow us to easily analyze feedback in all of its forms to receive more detailed and immediate insight from a wider variety of guest experiences,” says Tony Darden COO, Jack in the Box. “Our team is focused on using the additional insight to make business decisions without delay–having a faster time to guest improvement that will positively influence their experience with our brand leading to increased loyalty.”

“As the quick-serve restaurant industry evolves we’re working with businesses, like Jack in the Box, to leverage AI-driven technology that makes managing their business easier and more automated,” says Mehul Nagrani, Managing Director North America, InMoment. ”The ability to leverage advanced AI functionality, like Spotlight, allows companies to integrate signals in all of their forms, leading to a more holistic picture of the action that needs to be taken.”

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The AI-driven technology will help Jack in the Box focus on three key areas:

Enhance Limited Time Offer (LTO) Knowledge —A comprehensive tool that dives into feedback phrases and themes to help define a better LTO experience for future guests.

Accelerate Restaurant Performance—The AI-driven capabilities facilitate comparison models across restaurants and time frames to identify high-performing drivers for individual restaurants.

Automate Monthly Business Views—A monthly view of the most important feedback insights for each restaurant rolls up to mid-level managers for immediate action.

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• Distill hundreds of individual customer comments into an easy to understand short overview of the most pressing customer issues and topics in minutes

• Generate meaningful survey feedback examples to improve text analytics model accuracy to decrease the time to market for new models

InMoment, the leading provider of Experience Improvement (XI) solutions, announced innovations incorporating ChatGPT capabilities, powered by technology from ChatGPT creator OpenAI into its XI Platform–making the company the first customer experience vendor to do so.

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“We’ve all seen recent headlines around personal use of ChatGPT, but what isn’t being talked about nearly enough is the new opportunities generative AI brings to enterprise software applications worldwide”

“We’ve all seen recent headlines around personal use of ChatGPT, but what isn’t being talked about nearly enough is the new opportunities generative AI brings to enterprise software applications worldwide,” said Sandeep Garg, Chief Product Officer at InMoment. “At InMoment, we immediately identified the opportunity to leverage the power of this technology to solve real-world business problems for our clients.”

Following the launch of InMoment AI last year, InMoment built on its foundation of award-winning natural language understanding (NLU) technology to include natural language generation (NLG). This advancement marked a new era of integrated CX, helping customer experience leaders better understand where to focus for the biggest impact, in the fastest time.

InMoment is launching a first-of-its-kind technology–Smart Summary Generator powered by OpenAI technology. Smart Summary Generator intelligently transforms hundreds of pieces of individual and discrete feedback into easily consumable short, structured paragraphs to surface the most important topics and trends to help organizations take immediate action on their customer feedback. This AI-based solution allows automated summarization of customer feedback across different channels like reviews, contact center conversations, or surveys. The summary generator can distill hundreds of individual customer comments into an overview of the most pressing topics in just minutes–increasing the speed to insight which in turn improves the opportunity for quicker action—to solve problems that directly involve an organizations’ customers.

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There is another area where the InMoment XI Platform is leveraging this next-generation AI technology within its offerings to create smart feedback examples. This capability generates granular and highly specialized test datasets similar to what an actual human would take hours to complete. Users can send commands to generate meaningful survey feedback examples for any specific topic to improve text analytics model accuracy and drastically decrease the time to market for new models which benefits its clients.

The company’s dedication to leveraging the latest innovative technology and enhancing its current AI-based functionality in the XI Platform—by including technology from ChatGPT creator OpenAI—is a testament to its commitment to innovation and gives its clients a business advantage to improve business performance in today’s competitive environment.

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•  Predictive AI text analytics model helps businesses identify what customers will do next to deepen the understanding of customer segments, regions, or markets

• Text and visual signals surface what is impacting a CX metric to help teams prioritize action and areas of improvement throughout the customer journey

• Human-assisted AI allows teams to train machine learning models to identify emergent and brand-specific themes

• Reputation and review management features allow organizations to understand the competitive landscape and take immediate action to recover dissatisfied customers

• Mobile App and microsurvey integration enables digital teams to focus on app product improvements to boost app store scores in an effort to make the app an invaluable part of the customer experience

InMoment, the leading provider of Experience Improvement (XI) solutions, announced new and innovative capabilities to its award-winning XI Platform that enable organizations to deliver measurable business outcomes from customer experience (CX) initiatives.

“Today, it’s not good enough to just know what customers say about your brand or even to be able to understand what they think and feel. Companies looking to win the battle over customer experience will need to be able to predict how they will respond to products, services, or interactions in the future in order to prioritize initiatives that have the highest impact to the business,” said Sandeep Garg, Chief Product Officer at InMoment. “We continue to invest in integrated applications, sophisticated AI-powered technology, and predictive analytics to deliver an integrated CX solution that connects the needs of the customer and the business to facilitate the next generation of experiences.”

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InMoment is announcing new XI Platform features to help organizations take a proactive approach to improving experiences that have a positive impact on business performance.

New enhancements include:

• Intent Detection: Leveraging advanced AI, built on functionality acquired through Lexalytics, a predictive AI, text analytics model gives organizations the insight to identify what a customer intends to do next, whether that’s intent to repurchase or intent to churn. This informs actions that can be proactively applied across segments, experiences, and channels to increase positive business and customer impact.
• Frontline Coaching and Prioritization: This CX metric-based AI text analytics model uses text and visual signals to identify at a glance the top five positive and negative impacts on business metrics (NPS, CSAT, OSAT, Sentiment scores) at the location level so businesses can prioritize high-impact areas for frontline improvement.

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• Impact Predictor: This powerful key driver analysis tool enables teams to run multiple predictive simulations on drivers of performance to determine the impact a project will have on a business. This helps identify which action plans will move the needle and have the biggest impact on the CX metric to enable informed prioritization and action.

• Human-Assisted AI Tagging: Using Natural Language Processing (NLP) and Understanding (NLU) this product enhancement enables teams to assist artificial intelligence by creating text tags that train machine learning models to identify emergent and brand-specific themes to immediately uncover and anticipate customer interests and needs.

• Social and Reputation Management: Following the recent acquisition of ReviewTrackers, the XI application now supports SSO and API access to integrate social review data with Voice of the Customer (VoC) feedback for a seamless side-by-side view of both structured and unstructured data. This feature helps organizations understand the competitive landscape, access proprietary industry benchmarks, and take immediate action to recover dissatisfied customers.
• Digital and Mobile App Integration: This product enhancement gives organizations the ability to deliver native microsurveys in their mobile apps and view results alongside Google Play and Apple Store reviews in one seamless reporting experience to drive mobile app product improvements. It enables digital teams to focus on improvements that boost app store scores and make the app an invaluable part of the customer experience.

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Lexalytics, an InMoment company and pioneer in AI-based, natural language processing (NLP) technology, announced that it has improved accuracy and expanded NLP capabilities for 11 non-English languages it supports. Now, global brands and businesses can analyze unstructured data natively and benefit from full-featured text analytics to better understand their customers and make more informed decisions across 31 total languages.

While some companies offer a range of NLP features in languages other than English, few cover the sheer number that Lexalytics supports. Many rely on machine translation before processing which can significantly decrease the accuracy of the analysis. Because Lexalytics processes text data in its native language, it can take into account specific nuances and complexities of that language, and better understand the meaning and context of the text, leading to more accurate results.

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“We work with global companies whose customers – both current and prospective – are interacting with them in dozens of languages beyond the ones commonly supported in the data analytics landscape,” said Jeff Catlin, Head of Lexalytics, an InMoment company. “We’ve always been at the forefront of providing the most depth and breadth among enterprise NLP providers, and we’re fully committed to expanding our pioneering work to offer accurate and full-featured text analytics across the most languages for our customers.”

Lexalytics has expanded feature coverage to include entities, themes, summarization, sentiment (at both the document and item level), categorization, and part-of-speech tagging for the following 11 languages: Arabic, Danish, Finnish, Hebrew, Norwegian, Polish, Russian, Swedish, Thai, Turkish and Vietnamese. Lexalytics continues to offer full-featured support for an additional 20 languages, including Croatian, Czech, Dutch, English, French, German, Hungarian, Indonesian (Bahasa Indonesia), Italian, Japanese, Korean, Malay (Bahasa Melayu), Mandarin (traditional), Mandarin (simplified), Portuguese, Romanian, Singlish (Singapore colloquial English), Slovakian, Slovenian and Spanish.

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New solutions improve experiences from first impression all the way through to customer support

– Launches the Product Experience cloud providing an integrated view of user experience within digital product applications with deep ties to product analytics

– Introduces new generation of XI Platform applications that facilitate and automate the discovery and distribution of data and insights–getting the data that matters to the people who care

– Makes ratings and review data and insights from ReviewTrackers available within XI for a true multi-signal view

– Fully integrates the capabilities of Lexalytics into the XI platform – powering all unstructured analytics in XI through InMoment AI including emotion and intent

– Utilizes award-winning AI-driven technologies to listen, understand, and transform experiences at scale.

InMoment, the leading provider of Experience Improvement (XI) solutions, announced a powerful set of technology innovations on its market-leading XI Platform that help organizations acquire new customers, retain and increase loyalty of existing customers, and drive improved business performance–all within one seamlessly integrated platform.

“In order to win in the experience economy, companies need to deliver integrated experiences across the entire customer journey. It’s not just about customer satisfaction, it’s about new customer acquisition, retention, growth and profitability. It’s not a game of metric watching or even managing. It is about improving,” said Andrew Joiner, CEO at InMoment. “We have made major investments—both through technological innovation and strategic acquisitions, to help our clients be able to design and deliver experience improvement at scale.”

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InMoment is announcing new integrated XI applications to help organizations understand changing consumer expectations, needs and preferences across their lifecycle, and enable them to rapidly take action on the insights in a truly agile fashion:

Product Experience Cloud: An experience ecosystem built to help product managers, developers, and UX designers understand friction points that need to be addressed while also providing perspective to customer experience teams on how product interaction impacts the larger customer experience.

Data Exploration: The industry’s first search-based text analytics solution that explores unstructured data from any source for a single integrated view of experiences based on key themes, underlying sentiment, relative customer effort, intent and emotion so businesses can explore feedback and take action faster.

Spotlight: An award-winning, sophisticated AI-based and natural language processing (NLP) power-user application for real-time automated insights discovery from all types of customer experience signals to improve customer and employee acquisition or customer recovery and retention.

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Moments: InMoment’s real-time mobile app, built to socialize experience feedback through a curated data feed which can be displayed on your phone or tablet, or through monitor displays in an office environment to help teams drive improvement on the go by sharing feedback, adding experiences to a collection of like comments, and closing the feedback loop to grow stronger customer relationships.

ReviewTrackers: InMoment’s latest acquisition, ReviewTrackers, allows companies an unparalleled and seamless application for both solicited and unsolicited feedback to provide deeper customer insights, analytics, and action. Reviews are now seamlessly integrated into the InMoment CX (customer experience) cloud and available for analysis, trending and comparison alongside other forms of customer feedback. In addition, the ReviewTrackers’ applications are available for full customer review management in the InMoment MX (market experience) cloud.

In addition, enhancements have been made to existing XI applications to better facilitate inclusion, intelligent decision making, and sophisticated data workflows, all leveraging industry-leading AI. They include:

Survey: The industry’s first WCAG 2.0 compliant feedback collection solution that uses a proprietary enhanced method, allowing businesses to efficiently integrate data workflows reducing errors and ultimately cost.

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Reporting: Expert-designed industry and role-specific dashboards for the front line, CX teams, and C Level stakeholders that deliver an aggregate view of what’s happening by program, across regions, and through locations with flexible data views that unearth key business drivers.

Workflow: Automating the most time-consuming part of data analytics processing, Workflow seamlessly segments and drives automated action on your customer base within the XI Platform and triggers events in existing enterprise systems such as Slack, Hubspot, Marketo, Salesforce etc.

InMoment AI: Underpinning all XI applications is industry-leading InMoment AI, an intelligence engine powering both structured and unstructured analytics across the platform. InMoment AI combines advanced Machine Learning algorithms with industry specific taxonomies, near-universal language support and encapsulated vertical knowledge to deliver rich insights, predictive analytics, and actionable recommendations through the XI application ecosystem.

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Acquisition strengthens InMoment’s ability to offer an unparalleled and seamless platform for both solicited and unsolicited feedback to provide deeper customer insights, analytics, and action

Customers will now have the ability to leverage direct surveys, digital feedback, online ratings and reviews, and social data all natively within one platform and find clear understanding from industry-leading structured and unstructured analytics to improve decision-making and find stronger competitive advantage

InMoment, the leading provider of Experience Improvement (XI) solutions, announced it has completed the acquisition of ReviewTrackers, an award-winning customer review management software company. ReviewTrackers empowers over 175,000+ business locations to better understand and manage their customer reviews across 100+ sites with their review management technology. The companies will join forces to accelerate the delivery of an integrated solution focused on analyzing, amplifying, and maximizing customer feedback insight and action to accelerate acquisition and improve customer retention while driving more authentic connections with customers.

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“By joining InMoment, we have a remarkable opportunity to broaden the scope of our individual solutions and strengths to provide an integrated system that will help our clients better acquire and retain their customers.”

As businesses compete for new customers, strive to retain and grow relationships with existing customers and differentiate against competition, the ability to manage and improve the customer relationship from the very beginning stages is more important than ever. Customer expectations are often established during research conducted online. A key component utilized by consumers across industries is online reviews and listings. Best practices for customer experience includes monitoring, managing, and responding to online reviews from customers.

“The acquisition of ReviewTrackers makes InMoment the first experience company to extend customer insights, analytics and action across the full customer lifecycle–acknowledging that customer reviews often set the stage for customer experience. Combining ReviewTrackers award-winning customer review management with our award-winning XI Platform will give companies the unique ability to expand beyond surveys to include social ratings and reviews, access a larger share of customer voice, manage online reputation, and improve experiences at an unparalleled scale. We are pleased to have Chris Campbell and the ReviewTrackers team join InMoment,” said Andrew Joiner, CEO at InMoment.

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“Review and reputation management are central components of a broader customer experience ecosystem. At ReviewTrackers, we fundamentally believe that the success of your brand depends on the voice of your customer,” said Chris Campbell, CEO ReviewTrackers. “By joining InMoment, we have a remarkable opportunity to broaden the scope of our individual solutions and strengths to provide an integrated system that will help our clients better acquire and retain their customers.”

Online reviews are a great source of unsolicited customer feedback, and often offer perspective from a different segment of the customer base than surveys or other feedback channels. The combination of different sources for voice-of-customer provides a more holistic, integrated view of the customer experience, and therefore a more accurate representation of the broader customer experience. Leveraging InMoment AI, an intelligence layer of the XI platform that utilizes natural language processing (NLP), natural language understanding (NLU) and machine learning (ML) to facilitate and automate action, this unstructured data is brought to life.

ReviewTrackers employees, including its founder and CEO Chris Campbell, will continue in their roles and will be key to accelerating InMoment’s pursuit of experience improvement.

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– Announces InMoment AI™ to advance its mission to improve experiences in the moments that matter

– Brings deep vertical expertise to advanced machine learning to add a new layer of artificial intelligence to the XI Platform, in the cloud or on premise

– Enables organizations to augment the delivery of experiences through both human and machine expertise to increase retention and market share

InMoment, the leading provider of Experience Improvement (XI)™ solutions, announced InMoment AI™, a new layer of intelligence in the XI Platform to enable brands to grow through a better understanding of teams, current customers, and future customers alike.

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Recent research has shown that improving experiences is top of the CEO priority list, but the emotive nature of experiences has meant that scaling these initiatives has proven difficult for even the most customer-centric brands. To be successful, brands need to find a dynamic balance between human and artificial intelligence to help organizations scale and automate how they identify, understand, and act on the highest impact experiences.

“The further investment in InMoment AI means we can now offer our clients the unique capability to identify transformative insights from previously inaccessible data to make unprecedented impact,” said Andrew Joiner, CEO of InMoment “Whether it’s using conversational surveys to solicit richer feedback, using machine learning and natural language processing on new unstructured datasets to surface growth opportunities, or using AI algorithms to predict and preemptively act on emotion or intention—InMoment AI has a solution to help brands improve experiences at every step in the customer journey.”

The recent acquisition of Lexalytics, the leader and pioneer in structured and unstructured data analytics, brings two decades of expertise in NLP and machine learning to InMoment’s XI Platform, and the combination captured through InMoment AI accelerates companies’ ability to get to high-impact, informed actions quickly.

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InMoment AI enables organizations to benefit from:

• Smarter Data – Industry-intelligent data management and analytics for a complete view of the customer and employee journey

• Intelligent Conversations – Understand the sentiment and intent behind feedback with humans stepping in as needed for experience intervention

• Behavior Prediction – Predict outcomes and experience scores based on business metrics and unstructured data

• Automated Action – Automate and recommend the next-best-action for customer segments based on past experiences and current data

“As the world moves beyond structured surveys, superior machine learning and NLP/NLU are key to unlocking the insights available in all of a company’s data, both structured and unstructured,” said Mehul Nagrani, General Manager, AI Product & Technology at InMoment. “InMoment AI is the key to understanding omnichannel experience journeys and solving the issue of a siloed and fragmented view of the customer, employee, and market.”

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InMoment, the leading provider of Experience Improvement (XI) solutions, announced it has completed the acquisition of Lexalytics, the leading provider of cloud and on-premise natural language processing (NLP), and machine learning (ML) that transform structured data, text, and unstructured data from any source, into actionable intelligence for the world’s most customer-centric brands.

As businesses strive to navigate a new customer and employee landscape and deliver differentiated experiences, leveraging the vast amount of unstructured data to better understand customer and employee demands and expectations is more critical than ever. Lexalytics brings two decades of structured and unstructured data experience and state-of-the-art cloud and on-premise text analytics solutions that go beyond surveys to include social, call center, voice, reviews, support tickets, chat logs, and many additional data channels.

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“With Lexalytics, we bring together the most powerful structured and unstructured data analytics engines with our award-winning XI Platform to give companies the unique capability to mine feedback with unprecedented clarity and go beyond surveys to meet their customers and employees where they are—with deeper understanding of their journey, emotion, intention, and the effort associated with an experience. We’re excited to welcome the extraordinarily talented Lexalytics team to InMoment,” said Andrew Joiner, CEO at InMoment.

“Lexalytics is all about helping customers discover more meaningful intelligence in structured and unstructured data sources to help them drive more informed business decisions,” said Lexalytics CEO Jeff Catlin. “By joining InMoment we have the remarkable opportunity to push additional innovative solutions and transformative expertise to our customers around the globe.”

This combination brings tremendous flexibility to organizations that require private, public, or hybrid cloud text analytics infrastructures—and unlocks exciting new market opportunities with native text analytics across 24 languages and the most industry data sets of any other provider.

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Together, InMoment solutions can be implemented in a variety of industries for social media monitoring, people analytics and voice of the employee, reputation management and voice of the customer, and regulatory compliance programs.

Leading brands such as Hootsuite, Transcom Worldwide, Altair, Kaplan, and Biogen rely on Lexalytics to uncover actionable insights from every customer, employee, and marketplace interaction.

Lexalytics employees, including its founder Jeff Catlin, will continue in their roles and will be key to accelerating InMoment’s structured and unstructured analytics leadership and initiatives.

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– InMoment bolsters set of customer experience management (CXM) solutions with latest acquisition adding robust natural language processing (NLP), and machine learning (ML) to InMoment’s XI Platform

– Lexalytics’ engine enables companies to listen to and drive improvements based on all types of structured and unstructured data, connects seamlessly to hundreds of data sources and partners, and solidifies InMoment’s position as the leader of experience improvement

InMoment®, the leading provider of Experience Improvement (XI)™ solutions, announced it has completed the acquisition of Lexalytics®, the leading provider of cloud and on-premise natural language processing (NLP), and machine learning (ML) that transform structured data, text, and unstructured data from any source, into actionable intelligence for the world’s most customer-centric brands.

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“Lexalytics is all about helping customers discover more meaningful intelligence in structured and unstructured data sources to help them drive more informed business decisions”

As businesses strive to navigate a new customer and employee landscape and deliver differentiated experiences, leveraging the vast amount of unstructured data to better understand customer and employee demands and expectations is more critical than ever. Lexalytics brings two decades of structured and unstructured data experience and state-of-the-art cloud and on-premise text analytics solutions that go beyond surveys to include social, call center, voice, reviews, support tickets, chat logs, and many additional data channels.

“With Lexalytics, we bring together the most powerful structured and unstructured data analytics engines with our award-winning XI Platform to give companies the unique capability to mine feedback with unprecedented clarity and go beyond surveys to meet their customers and employees where they are—with deeper understanding of their journey, emotion, intention, and the effort associated with an experience. We’re excited to welcome the extraordinarily talented Lexalytics team to InMoment,” said Andrew Joiner, CEO at InMoment.

“Lexalytics is all about helping customers discover more meaningful intelligence in structured and unstructured data sources to help them drive more informed business decisions,” said Lexalytics CEO Jeff Catlin. “By joining InMoment we have the remarkable opportunity to push additional innovative solutions and transformative expertise to our customers around the globe.”

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This combination brings tremendous flexibility to organizations that require private, public, or hybrid cloud text analytics infrastructures—and unlocks exciting new market opportunities with native text analytics across 24 languages and the most industry data sets of any other provider.

Together, InMoment solutions can be implemented in a variety of industries for social media monitoring, people analytics and voice of the employee, reputation management and voice of the customer, and regulatory compliance programs.

Leading brands such as Hootsuite, Transcom Worldwide, Altair, Kaplan, and Biogen rely on Lexalytics to uncover actionable insights from every customer, employee, and marketplace interaction.

Lexalytics employees, including its founder Jeff Catlin, will continue in their roles and will be key to accelerating InMoment’s structured and unstructured analytics leadership and initiatives.

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