InMoment, a customer experience optimisation platform, has announced new enhancements to the company’s Experience Hub that will “significantly expand brands’ abilities to surface and understand the insights found inside customer stories.”

InMoment’s Global Text Analytics capabilities can analyse customer feedback across languages and geographies in real-time to scale for a full view of a brand’s customer experience.

Thomas Schmidl, Director Operations for Foot Locker Europe, which serves customers across 17 countries and four different banners, including Foot Locker, Kids Foot Locker, Runners Point and Sidestep,” said: “Being able to listen to each customer in her or his own language is absolutely critical to understanding how they truly feel about their experiences with our brand and our services.

“Scores vary greatly between cultures. If we depend solely on numbers to understand our customers, we make poor decisions, and miss huge opportunities.  We look forward to hearing more stories from more customers than ever before.”

These expanded capabilities, combined with InMoment’s proven multilingual feedback and reporting features and Global Centre of Excellence, provides “best-in-class practices, insights and technology for a comprehensive Voice of the Customer programme.”

InMoment’s Experience Hub supports 90 languages, covering more than 75 percent of the world’s population and 90 percent of world GDP.

In addition InMoment’s CX Analyst Tool allows brands to access and analyse large quantities of customer feedback on the fly from multiple sources to create flexible, customised, and interactive views of customers’ experiences.

“For years, we have invested heavily and consistently in tools that help companies discover the insights hidden inside their customer data,” said InMoment CEO John Sperry.

“The new capabilities announced today bring a trifecta of massive processing power, data visualisation and text analytics technologies to the market, elevating brands’ abilities to move beyond a culture of scores, and toward a place where they can leverage an entirely new level of intelligence found within the experiences of their customers to inform actions across every area of their business.”

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