Working with NPS is an ongoing mission, even for businesses that have an established program, says Craig James, Associate Director, Customer Experience and Insights at Optus.
Craig James, CX, NPS, optus
From choosing CX KPIs to defining them and understanding how your contact centre fits into the equation, we take a look at the top five takeaways from this year’s symposium.
contact centre, CSat, culture, ING, medibank, news corp, NPS
Focus on the positive when it comes to your customer feedback, says nib’s Adam Novak. The results have the power to impact your entire business and the customer journey.
customer experience, customer journey, nib, NPS
We take a look at recent award winning examples to find out what it takes to deliver a top shelf customer experience.
customer experience, NPS