Ashton Media » Home

NPS – Turning Theory into Practice

NPS is an important pillar of every CX strategy, but how can we move away from thinking about it as a score? This session will shed some light on IAG’s pioneering customer measurement framework, exploring how we can standardize true CX measurement, tracking ROI, action it and measure the emotional engagement of our customers.

Ivana Sekanic, Principal – CX Performance, IAG