Moving Beyond NPS
to Create Customer Delight
Networking Dinner at Sofitel, Mumbai

Here’s what we discussed:

Companies have been focussed on NPS and CSAT measurement for far too long. CX practitioners are now looking to move beyond the scores to seek out improvements and anticipate bottlenecks in customer’s journeys, allowing them to build more resilient and customer-centric outcomes.

Proactively managing CX means focusing on listening to customers deeply, understanding the experience gaps, eliminating problems and adding value to the experiences we deliver. This proactive management of customer experience has led to improvement in customer retention and loyalty far more than familiar reactive approaches, but how can we predict the right actions to take at each stage of the customer journey?

In this session, we discussed examples of how organizations are building multi-channel customer experience programs helping them to continuously deliver better customer outcomes. We explored how technology is being integrated into existing internal and external channels and what time-to-value companies can expect from this new-age customer experience program.