– Adds leadership and investment to this critical capability for future of feedback

InMoment, the leading provider of Experience Improvement (XI)™ solutions, announced today it has appointed Mehul Nagrani as General Manager, AI Product & Technology. Mehul brings extensive experience in leveraging machine learning (ML) and natural language processing (NLP) to deliver artificial intelligence (AI) products and technology that operationalize experience data to drive better business decisioning.

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“Experiences are changing every day, and expectations are dynamic. Our vision of AI is to offer faster progress and improved decision making by automating tasks that can easily be facilitated through technology. We are tuning our approach to the tasks of CX professionals to give them more scale”

In today’s environment, the world’s leading brands are expanding and modernizing their interactions with customers at a rapid pace. CX professionals are feeling the brunt of this change as their budgets and resources have not kept pace. NLP, ML, and AI can and should be leveraged to help bridge that gap.

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Experience data is prolific in its forms and complexities and leveraging the vast amount of structured and unstructured data to better understand customer, employee, and market demands is more critical than ever. Even more importantly, utilizing this wealth of data to deliver intelligence and inform action through automation accelerates and improves business performance.

“Experiences are changing every day, and expectations are dynamic. Our vision of AI is to offer faster progress and improved decision making by automating tasks that can easily be facilitated through technology. We are tuning our approach to the tasks of CX professionals to give them more scale,” said Andrew Joiner, CEO of InMoment. “Mehul joins InMoment at a significant time of growth and investment for our company. When we introduced the idea of experience improvement last September and challenged our industry to do more, we did so with the knowledge that acting on data is paramount. Action can and should be informed by experience data and automated where possible.”

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