A Score Is Only Part of the Story – You Need More

Published on
12/12/2019 12:48 PM

Traditionally, CX has focused on scores.

And that’s okay because scores are important. They essentially provide you with a report card of how you are doing.  But scores have inherent limitations.

InMoment believes that stories¹ are the answer.

The story begins when a customer provides feedback: Listen to customers in more ways and more places. This includes Active Listening, voice, video, social third-party data, and much more—so you get better data across the board. And better data going in means better insights coming out.

The middle is where the analysis takes place: Understand who your customers are and what they’re trying to say so you can quantify the impact on your business.

The end of the story involves surfacing and sharing insights as well as taking action: Share the right information with the right people across your organisation who can make a difference and get results.

Every experience matters. Download this eBook and get a 360-degree view on how better stories bring better relationships and better business results.


Stories /stôrēz/ noun 1. Stories are insights, gathered from customer data, that allow you to take action.