InMoment lands Australian Unity CX transformation mandate

Australian Unity has selected InMoment as its strategic customer experience partner, marking a shift from traditional surveys to a more integrated, AI-powered approach to customer insights.

The partnership will enable Australian Unity - one of Australia’s leading health, wealth and care providers - to analyse customer feedback across multiple platforms, including online reviews and call centre recordings. This data-driven transformation aims to provide a better understanding of member needs to improve engagement.

"At Australian Unity, we make it a priority to truly listen to our members and turn their feedback into real, meaningful changes," Lenette Gear, general manager customer insurances at Australian Unity, said. 

The AI-powered InMoment CX platform will allow Australian Unity to uncover patterns in customer behaviour, drive informed decision-making, and enhance satisfaction levels.

David Blakers, APAC managing director at InMoment, said the collaboration represents a significant investment in customer experience.

"We’re honoured to partner with Australian Unity and support their deep commitment to their members. Australian Unity is investing in a truly comprehensive approach to CX, leveraging our full suite of capabilities to connect every customer touchpoint. This level of integration will allow them to take real-time, data-driven actions that drive positive change and long-term loyalty."

The move aligns with Australian Unity’s broader strategy to improve customer interactions across healthcare, financial, and community services by integrating real-time insights into business operations.

The partnership is now live, with Australian Unity set to roll out new CX initiatives in the coming months.