Finding the right CX software for your business can seem overwhelming. With different vendors providing different offerings, the next steps in your CX journey can seem unclear. To help you stay on track, Inmoment has compiled this Buyer’s Guide to help you make an informed decision on where to go next. In this SlideShare you will find: - How to Identify Your Company's Objectives - How to Identify the Good Candidates - How to Choose the Right Provider

1. CUSTOMER EXPERIENCE
BUYER’S GUIDE
What to Know Before You Buy Software Promising
to Improve the Customer Experience
© 2017 InMoment, Inc.

2. You Know You Need a
Voice of Customer
Solution. Now What?
It’s a great first step, but like most
companies new to the CX journey, you might
be asking, “What’s next?” To help you stay
on track, we’ve compiled this buyer’s guide.
It will help you understand which tools you
need and which questions to ask to lead you
to the perfect VoC solution.

3. 1. Know Your
Objectives
It’s important that you outline exactly what you are
trying to accomplish in adopting a new customer
feedback management platform by setting a clear
set of expectations for yourself as well as your CX
technology vendor..
Create a one- or two-page executive summary
of your business needs for both today, and in the
future. This will help potential vendors understand
the state of your business, your immediate needs,
and your long-term goals.

4. 83% of companies make their CX technology decision via a
committee or a buying group with multiple stakeholders.*
Make sure roles are identified for each member, and
objectives are agreed upon.
*Gartner 2017
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5. Industry AnalystsOrganizationsConsulting Groups
2. Identify Good
Candidates.
There are a number of reputable experts who can
help you identify which CX vendors would be best
suited to support your efforts.

6. THE FORRESTER
WAVE™
In a 39-criteria evaluation of customer feedback management platform
providers, Forrester identified 10 vendors that stand high above the
rest. They researched, analyzed, and scored each vendor in the “The
Forrester Wave™: Customer Feedback Management Platforms, Q2 2017.”
The report shows how each provider measures up against one another
and was designed to help business leaders make the right choice when
choosing a CX platform.
Take a look at the full report to see how each CX provider stacks up.

7. Whether this is your first foray into CX technology or
you’re upgrading from an existing provider, make sure
you understand your needs—today and in the future—
so you partner with a vendor that can scale with you
as your CX program evolves. If you’re upgrading or
changing vendors, make sure you understand the scale
and scope of the migration and the vendor’s ability to
help you make a smooth transition.
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8. 3. Create Your
Scorecard.
Whether you have three key categories or 30, it’s
important to have a scorecard so you can grade all
vendors consistently throughout the process. Many
companies will consider things like standard and
advanced features within the technology, pricing,
timing, and implementation processes, but there
are other intangibles that might be important to
your team as well.

9. Consider using your company’s data for a final demo
or presentation. It’s easy for most vendors to show a
well-orchestrated demo with existing sample data. The
presentation will look slick, certainly, but using your
own data gives you an opportunity to see how willing
the vendor is to work with you, how flexible they are,
and how you’ll be able to visualize data and insights
using data that is familiar to you.
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10. 4. Choose the
Right Provider.
There’s a lot of technological parity between
today’s leading CX vendors. And when everyone
seemingly offers the same solution, it can make
it difficult to choose the vendor that will work
best for your business.

11. HERE ARE THE FEATURES THAT GENERALLY
COME STANDARD IN ANY CUSTOMER FEEDBACK
MANAGEMENT PLATFORM:
Omnichannel
Engagement
Surveys and other
collection methods
including web, voice,
mobile, etc.
Text
Analytics
Basic text analytics
for unstructured data
(like open customer
comments).
Dashboards
and Reporting
Single-channel score-
based dashboards and
reporting.
Case
Management
Alerts based on low
satisfaction or other
scores trigger an
individual customer
rescue cycle.

12. REVIEW THE
CX TECHNOLOGY
CHECKLIST
There are several essential components to
consider when investing in a CX technology
partner. Consider these categories as you
identify which features are “nice-to-have” or
“business critical” items.

13. 1. Experience
• 10+ years in the CX industry
• Ability to handle complex programs
(multimarket, multi-language, and multichannel)
• Enterprise-level client references

14. 2. Program Approach
• Ability to flex/adapt as the program changes
• Ability to scale as the program grows
• Ensure quality survey responses in
qualitative questions
• Ability to utilize fraud controls

15. 3. Data Invite /
Collection Methods
• Feedback invitation and collection methods
• Voice
• Video
• Digital
• Mobile
• Real-time survey branching based on structured
or unstructured data
• Real-time comment box prompting
• Role- and demographic-based segmentation
and targeting

16. 4. Data Integration
• Ability to integrate with CRM systems and
any existing custom integrations
• Metadata integration
• Multi-channel, multi-source

17. 5. Advanced Analytics
• Text analytics
• Natural language processing vs. machine learning
• Industry and custom tags
• Phrase-based sentiment filtering
• Accuracy rates above 80%
• Predictive analytics
• Integrated into platform
• Based on structured and unstructured data
• Prescriptive
• Custom recommendations for action based
on key metric impact

18. • Anomaly detection
• Availability of automated insight tools
• Automatically monitor impact of specific issues
or initiatives
• Impact of data trends on main metric
• Data exploration
• Real-time unstructured data search
• Slice and dice data by date, business unit,
source, demographics, etc.
• All data in a single location (voice, video,
text, etc.)
• Speech to text
• Real-time survey branching
• Real-time transcription and analytics
• Overlay analytics
• Provide analytics for third-party
customer data

19. 6. Action Planning
• Customizable action plans
• Key driver analysis by business impact
• Role/employee-specific coaching

20. 7. Reporting
• Display different sources of analyzed data
side-by-side and at any level of the organization
• Data accessibility (real-time, etc.)
• Ability to surface trends
• Configurable, user-based dashboards and alerts
• Schedule and share with multiple users
and hierarchies

21. 8. Closed Loop
• Alert capabilities
• Real time
• Trigger based on unstructured
and structured data
• Role-specific
• Mobile friendly
• Case prioritization capabilities
• Automatic escalation
• Integrated voice of employee (VoE)

22. 9. Implementation
10. Account Support
• Speed of implementation (4-6 weeks per phase)
• Pilot program available
• Ongoing strategic guidance

23. YOUR CX JOURNEY
STARTS HERE
With the right tools and solution in place, your business is ready
for the next step in creating the perfect customer experience.
We hope this guide helped you understand which questions to
ask and put you on the right track for your CX journey!
For more information on how to further your CX efforts,
check out the full Buyer’s Guide or take a look at our
5 Steps to an ROI Focused CX Program!