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CX Measurement - Beyond NPS (Net Promoter Score)

by Kurt Schroeder

NPS, (Net Promoter Score) is the gold standard for measuring loyalty. Just about every company that is serious about customer experience uses NPS. However, is NPS the best measure for understanding and taking action on improving the experience of your customers?

Is there NPS “Fatigue” in the market? In this webinar, we will explore other powerful measures that can be helpful in understanding the customer experience. We will discuss how to choose the right metric and how to use CX metrics to change the experience.

Key Discussion Topics:

  • Net Promoter Score – what it is and is not
  • Other CX metrics you can use
  • Voice of Customer and why everyone needs it
  • What does a good VoC program look like?