Bain & Company Launches NPSx for CX Training and Certification
By Alex Gaw August 1, 2022
From Bain & Company, inventors of the Net Promoter Score (NPS) and Net Promoter System, comes NPSx, a CX training and certification course that the company says is the first of its kind to help organizations create leading customer...
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Getting Beyond a Single NPS Score: A Look at QuestionPro’s NPS+
By Sherril Hanson February 25, 2022
CX practitioners collect a variety of metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) and Secure Customer Index (SCI). NPS is the metric most frequently touted, for better or worse, as the gold...
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Customer Success Teams Help Build Meaningful Customer Engagement
By Keith Kirkpatrick November 30, 2021
Customer success is defined as “a long-term, scientifically engineered, and professionally directed strategy for maximizing customer and company sustainable proven value,” by the The Customer Success Association. But for most organizations,...
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Understanding the CX Metrics that Matter
- By Keith Kirkpatrick September 17, 2021
Famed management consultant Peter Drucker once noted that “if you can’t measure it, you can’t improve it.” One of the key tenets in life is that customer experience cannot be measured directly, but keeping track of the factors that...
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Employee Experience
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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