More than NPS
Experience Action - A podcast by Jeannie Walters, CCXP - Tuesdays
❔"I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization continues to use NPS as a KPI (Key Performance Indicator) for the entire organization. What are your recommendations for promoting change in an organization where there is a high focus on the NPS and a lack of openness to alternate thinking?"❔If you are asking this question, you are already on the right track. Often when we talk about customer experience (CX), the first insti...
