Partnership for InMoment and Voxpopme

Mobile video feedback specialist Voxpopme has announced a partnership with US-based customer experience optimisation firm InMoment, adding the former's video capture and analytics capabilities to the latter's Voice of Customer (VoC) platform.

Voxpopme was launched in 2013 by current CEO Dave Carruthers and Andrew Barraclough and is headquartered in Birmingham and London, with additional offices in the US and Asia. Its smartphone app adds video questions to quant surveys, allowing direct video feedback by consumers. Sentiment analytics is one additional feature. Six weeks ago, the firm attracted a million pound investment from Research Now co-founder Andrew Cooper and the firm's former Chairman Geoff Westmore.

Its new partner InMoment, was formed from the merger of Mindshare Technologies and Empathica last year. It offers a cloud-based customer experience optimization platform, based around an 'Experience Hub' combining VoC, Social Reviews & Advocacy and Employee Engagement solutions, with advanced text analytics functions - plus strategic guidance and support.

The two platforms will now be integrated, with the results on show at InMoment's conference next February - and in the meantime Voxpopme's video features and OnDemand community will be available to InMoment clients looking for video feedback from US and/or UK consumers.

'Structured surveys are important measurement tools', comments InMoment CEO John Sperry (pictured), 'but they can never capture why customers feel the way they do. When customers share their stories in their own words, the information is incredibly valuable. Adding video brings in emotion, adding yet another level of understanding. It's the difference between knowing you've achieved a score of 85, and seeing the facial expression and hearing the tone as a customer speaks sincerely and in detail about an employee who made her day'.

According to Carruthers, 'Video is so powerful, and the emotion that comes through has the ability to drive action across an organisation as people connect with the data on a far more personal level as customer opinions are truly brought to life'.

Web sites: www.inmoment.com and www.voxpopme.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.