InMoment has unveiled a collaboration with Arch Amenities Group, a wellness and amenity management company, blending InMoment’s XI Platform, Advanced Analytics, and Reputation Management technology to transform customer experiences across Arch Amenities Group's diverse portfolio of commercial and residential properties.
“We’re excited to work with Arch Amenities on this integrated CX initiative, bringing together diverse forms of customer feedback. Our objective is to enable businesses to integrate all of their feedback, from surveys, social reviews to contact center and digital touchpoints, and use our Advanced AI to find insight and drive improvements in the customer experience. Our customers who have adopted this approach have experienced significant improvements across their organizations and with customers,” says Mehul Nagrani, Managing Director NA, InMoment.
By harnessing Advanced AI and Reputation Management tools, Arch Amenities Group aims to elevate customer experiences and activate spaces with greater impact. The initiative gathers unstructured Voice of the Customer (VoC) feedback data, including NPS/Likelihood to Recommend scores and review ratings, from surveys and social reviews across fitness and spa facility visits. Leveraging InMoment's advanced natural language processing (NLP) and AI capabilities, this data is analyzed to extract actionable insights for enhancing the managed facilities.
This integrated approach enables Arch Amenities Group to gain targeted insights into specific gym or spa locations, enabling them to optimize customer experiences at a granular level.
The partnership will soon expand to include Voice of the Employee (VoE) and contact center data integration. This move aims to further differentiate Arch Amenities Group's offerings, ensuring best-in-class service ratings across their spa, gym, and other hospitality-centered facilities.
“Access to this data is key to creating a more simplified, connected and transparent feedback loop from all different types of customers and gives us actionable insights to inform and improve our customer-focused work. Utilizing Advanced AI and Reputation Management for our reviews and ratings allows us to enhance the overall customer experience and activate spaces in more meaningful ways,” says John Edwards, Chief Information Officer, Arch Amenities Group.
In other news, InMoment has expanded its collaboration with learning platform Bright to create an integrated AI-powered upskilling application.
