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  • Net Promoter Score (NPS)

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  • Report How Ending CX Bonuses Boosted CX Scores And Profitability For Volkswagen Group Australia

    July 21, 2020 | Maxie Schmidt-Subramanian

    Even though paying employees for delivering good customer experience (CX) is a bad idea, many firms still do it. This report for CX professionals shows how Volkswagen Group Australia, a firm in an...

  • Report Seven Best Practices For Using Video Feedback In Your VoC Program

    June 22, 2020 | Faith Adams

    VoC programs continue to encounter challenges when it comes to engaging stakeholders and driving action. Despite having access to many potentially helpful capabilities in their technology...

  • Report Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcomes

    Virgin Money Used A Merger As An Opportunity To Align Its Culture On Customer Experience
    April 7, 2020 | Judy Weader

    Virgin Money found a way to save money, build customer centricity, and align the organization around the North Star of customer experience (CX). CX professionals should read this case study to...

  • Report Net Promoter Benchmarks, 2019 (US)

    Net Promoter Scores Of 260 Organizations Across 16 Industries
    November 7, 2019 | Maxie Schmidt-Subramanian

    Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...

  • Report The Top 10 NPS Questions Answered

    What CX Professionals Should Know About Net Promoter Score
    November 7, 2019 | Maxie Schmidt-Subramanian

    Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to improve the experiences they deliver to their customers in order to improve...

  • Report How To Choose The Right CX Beacon Metric

    Use Our 13-Criterion Tool To Determine Whether NPS, Satisfaction, Or Another KPI Should Be Your Organization's Top-Level CX Metric
    August 29, 2019 | Maxie Schmidt-Subramanian

    Firms need a customer experience (CX) beacon metric to measure the overall success of their CX efforts, rally employees behind CX as a priority, and build a CX measurement architecture. But CX...

  • Report Why EX? Why Now?

    Your Blueprint For Converting Interest In Employee Experience Into Rock-Solid Support
    November 27, 2018 | Samuel Stern, Andrew Hewitt

    Employee experience (EX) is having its moment: We hear more interest now than ever before from our clients. That's not surprising in this tight labor market where Millennials make up an ever-larger...

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