Uniphore

JULY 30, 2021

We hope that you’ll join us on this journey to innovate customer experience at record speed. Almost everyone recognizes the importance of customer experience, but even in 2021, effortless customer experience remains an illusive goal, as only 12% of businesses score highly on the NPS scale. Read on to learn why you should care.

Innovation 246

Innovation CX Contact Center Artificial Intelligence 246

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Samsung’s mobile line of business, particularly the Galaxy series, has established itself as a leader in the global smartphone market, known for innovation and cutting-edge technology. Apple Apple Inc.,

CX 527

CX Innovation Manufacturing Technology 527

ECXO

MARCH 6, 2025

B2B companies should move beyond relying solely on Net Promoter Score (NPS) and adopt a balanced set of metrics that capture different dimensions of customer experience and link to business outcomes. Continuous Improvement and Innovation in CX Unlike a finite project, CX transformation is never truly finished.

CX Transformation 339

CX Transformation B2B CX Government 339

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 482

Customer Experience VOC Net Promoter Score Government 482

eglobalis

FEBRUARY 13, 2025

Measuring Action, Not Just Sentiment Traditional CX metrics like NPS or CSAT are often reactive and sentiment-based. Slack’s product team involves customers in beta testing to make sure new features enhance productivity and align with user workflows. They miss the impact of action-oriented strategies.

Predictive Analytics 313

Predictive Analytics CX AI NPS 313

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. The result?

CX 472

CX Finance Customer Journey Map Innovation 472

SurveySensum

NOVEMBER 5, 2024

Not just that, Nike NPS score is currently at 36 which can be considered a good NPS score as the retail and consumer goods industry’s average NPS score is 41. How Nike is maintaining such a high NPS score in this competitive market? How Nike is maintaining such a high NPS score in this competitive market?

NPS 52

NPS Customer Loyalty Sports Innovation 52

ECXO

DECEMBER 25, 2024

A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be. Heres why this is crucial for sustainable growth: Informed decision-making: Insights gathered from customers can drive innovation, identify opportunities, and uncover inefficiencies.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

SEPTEMBER 5, 2024

Net Promoter Score (NPS) Measures customer loyalty by asking how likely customers are to recommend the product. How it complements CS : A low NPS may indicate underlying CS issues, signaling customers are not achieving desired outcomes.

Net Promoter Score 451

Net Promoter Score NPS CX VOC 451

SurveySensum

DECEMBER 4, 2024

Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. In this guide, we’re going to take a deep dive into why NPS in banking industry is so important, how to work it out, how to use it to get better, and more. What is NPS in Banking and Other Financial Institutions?

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. However, your NPS data is just a number without tracking the right KPIs. Let’s find out!

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

SurveySensum

FEBRUARY 13, 2025

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. Understand Where You Stand Before improving your NPS, its essential to establish a baseline. So, understand the structure of the current NPS program. When are you sending the NPS surveys?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Vodafone focuses on connecting for a better future through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

eglobalis

APRIL 27, 2025

Tie use cases to clear KPIs: improved NPS, shorter average handling time, or increased resolution rate. Example : Vodafone used internal workshops to identify that 30% of its support tickets were password resets. They implemented an agentic AI to handle these autonomously, freeing agents for complex tasks (Vodafone AI Strategy Report, 2024).

AI 248

AI CX B2B Compliance 248

Retently

SEPTEMBER 17, 2018

According to NPS Benchmarks , Apple’s NPS score in 2017 was a resounding 72 , which is significantly higher than the average NPS score of the consumer electronics industry. In 2007, its NPS was a respectable 58. Because NPS is related to a company’s growth and customer retention levels.

NPS 99

NPS Net Promoter Score Customer Loyalty Innovation 99

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. We are 18 months in.

Innovation 117

Innovation NPS Touchpoint Start-ups 117

ECXO

AUGUST 19, 2024

Metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) are commonly used. Samsung (South Korea) : Rigorous A/B testing frameworks optimize both software and hardware solutions, ensuring innovative and user-friendly products.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

Intercom, Inc.

JUNE 2, 2021

Some problems need a straightforward solution, while others require more innovation. Our team aligns on three points: Innovation . Innovation. Is this solution something we want to innovate on and own as an industry leader and differentiator, or is it table stakes where we want to be on par with the market? Investment .

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Retently

MARCH 29, 2023

Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry. So how does the world’s NPS leader achieve such a high level of customer satisfaction? Tesla takes ownership of the issue and acts It’s no wonder why Tesla has such a high NPS.

Net Promoter Score 197

Net Promoter Score NPS Manufacturing Customer Satisfaction 197

Execs In The Know

MARCH 31, 2025

Led by Vanessa Hardy-Bowen , Director of Guest Care & Contact Centers, Spirit Airlines took a strategic approach to AI integration, turning challenges into opportunities to innovate. The results speak for themselves: A 20+ point increase in Net Promoter Score (NPS) , reflecting improved customer satisfaction.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Retently

OCTOBER 18, 2022

In terms of NPS, Amazon’s score is 50% higher than main street stalwart Macy’s. This makes shopping with Amazon particularly convenient, boosting NPS and ensuring repeat purchase. Every development, innovation, and new service is designed to make customers’ lives easier. In fact, so popular that Amazon accounts for 10.8%

NPS 88

NPS Non-Profits Entertainment Retail 88

Retently

MARCH 11, 2025

Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements. Step 1: Reviewing Key KPIs (CSAT, NPS, CES, and More) CX isnt just about gut feelings its about data-driven decisions. NPS (Net Promoter Score) : Would you recommend us? The solution?

CX 120

CX Customer Experience Net Promoter Score NPS 120

PeopleMetrics

APRIL 10, 2025

Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. How It Works Customers answer your standard questions NPS, satisfaction, experience ratings but when they leave a comment, AI steps in to ask smart, contextual follow-up questions.

AI 62

AI Unstructured Data VOC NPS 62

Uniphore

JUNE 22, 2021

That said, here are five reasons why you should not ignore the rants of your customer service employees: #1 You Can Boost Your NPS With Rockstar Emp loyees According to Forrester, your customers are 10 times more likely to recommend your brand after connecting with a knowledgeable employee. 4 Your Employees Can’t Take it Any More.

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

Zonka Feedback

NOVEMBER 25, 2024

It's like a mirror reflecting areas for improvement to drive product growth and innovation. Collecting customer opinions through feedback tools can help you get ideas for enhancing products, improving service quality, shaping brand perception, and measuring key customer experience metrics like NPS, CSAT, and CES.

Customer Feedback 52

Customer Feedback NPS Innovation Customer Experience 52

Lumoa

JANUARY 2, 2023

In This Article: What is a transactional NPS (tNPS)? How to calculate transactional NPS (tNPS)? What is the difference between transactional NPS (tNPS) and Net Promoter Score (NPS)? What is a transactional NPS (tNPS)? How to calculate transactional NPS (tNPS)? But what is the difference between tNPS and NPS?

Net Promoter Score 78

Net Promoter Score NPS Customer Satisfaction Customer Feedback 78

Retently

MARCH 18, 2019

After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity. The more referable your brand is, the better the NPS score.

Net Promoter Score 129

Net Promoter Score NPS Customer Retention Innovation 129

Retently

JULY 8, 2024

Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!), From not providing actionable metrics to having high statistical variance, NPS has been criticized for painting an inaccurate picture of customer satisfaction.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

Retently

JULY 11, 2018

In fact, most uses of NPS® nowadays directly refer to NPS2. The topic is, thus, entering a new chapter with NPS2, becoming a driver of innovations for customer experience and getting more adjusted to the current market scene. NPS vs NPS2 – What is the Difference? What Is NPS2? There’s no exact NPS2 definition.

NPS 70

NPS Net Promoter Score CEM Social Media 70

Beyond Philosophy

MARCH 19, 2019

What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. In other words, a good Customer Experience is important, but an Innovative Customer Experience is better because your customers tell stories about it. Creating “Whoa!”

CX 135

CX Innovation NPS Customer Loyalty 135

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Beyond Philosophy

FEBRUARY 8, 2020

One critical reason is that the time from innovation to imitation is down to weeks in many cases. Our work with Maersk Line, the largest shipping container company in the world, improved Maersk’s Net Promoter Score ® (NPS)by 40 points in 30 months, a statistic I often share. Growth is challenging today.

Net Promoter Score 142

Net Promoter Score NPS Customer Loyalty Innovation 142

SurveySensum

JULY 16, 2024

Key Drivers Behind Google NPS Score Google currently has an NPS score of 58 which can be considered a good NPS score when compared to the industry average of 61. And here are the top drivers of Google NPS. The value provided at no cost boosts user satisfaction and loyalty, contributing positively to NPS.

NPS 52

NPS Customer Loyalty Close the Loop Engineering 52

SurveySensum

DECEMBER 2, 2021

NPS Benchmark for Industries and Affecting Factors. Bird’s eye view of NPS benchmarks across industries. Going beyond the benchmark NPS: How can SurveySensum help? Bird’s eye view of NPS benchmarks across industries. To get a brief idea of where your business stands in terms of NPS, you must know the industry benchmark.

Net Promoter Score 52

Net Promoter Score NPS Text Analytics Hospitality 52

SurveySensum

SEPTEMBER 16, 2024

Product development is not a one-time thing – it’s a continuous process that needs new innovations and honest feedback from customers and trust me honest feedback is hard to come by. This is where in-app NPS surveys step in. This is where in-app NPS surveys step in. What is an In App NPS Survey?

NPS 52

NPS Text Analytics Touchpoint Start-ups 52

Intercom, Inc.

MAY 22, 2019

So what started as an in-app Net Promoter Score (NPS) service is now a framework around very rigorous customer experience metrics, customer effort scores and customer satisfaction (CSAT). We have very complementary skill sets, and we have been working on Wootric for four years now. What to measure in the user journey.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Lightico

MARCH 5, 2025

Similarly, IT development has been plagued by digital paralysis, where legacy systems, complex workflows using RPA, and rigid compliance-driven processes slow down innovation. The problem is digital paralysisthe inability to rapidly innovate and get stuck in development cycle hell. The result?

Compliance 52

Compliance CX Customer Experience Healthcare 52