How to drive business
impact with an actionable
July 15, 2021 / 11am AEST // 9am SGT // 1pm NZST
Net Promoter Score (NPS) is often viewed as the gold standard metric for customer experience (CX). While many organisations use NPS, it’s not a quick fix, nor is it the ultimate question. The success of any experience management (XM) metric is tied to the decisions that it enables and the interactions that it improves.
Tune into our live session with Bruce Temkin, Head of XM Institute, where he will break down the levels of NPS maturity and share how you can drive business impact by making your NPS program more actionable.
Join us live to learn about:
- The limitations of NPS and common blind spots that can threaten business performance
- Where your organisation is along the four typical stages of NPS programs
- Recommendations for evolving your NPS program towards Modern Experience Management
- How to leverage the XM Operating Framework to deploy NPS alongside other metrics and drive more action 0l>
Head of the XM Institute, Qualtrics
Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organisations around the world master XM and is also building a global community of XM professionals who are radically changing the human experience.
Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master’s in management from the MIT Sloan School of Management.