Is This The End of NPS - From NPS to Prediction, The Future of Customer Experience скачать в хорошем качестве

Is This The End of NPS - From NPS to Prediction, The Future of Customer Experience

Customer surveys are dying, and they’ll be gone within five years. If you’re still relying on surveys to understand your customers, you’re already behind. In this episode, Adam Elliott explains why the old playbook is broken and how predictive modelling is rewriting the rules of customer experience. Adam Elliott, Customer Insight and Experience Director explains why legacy feedback loops like NPS and CSAT no longer reflect the real customer experience, and what’s replacing them. With response rates as low as 2%, we face a unreliable NPS or CSAT backdrop for continuing to make business decisions and to decide on future and effective customer and operational strategies. Adam shares how predictive modelling is the future. Using operational data to forecast customer satisfaction. The Impact on organisational design with highly effective insights that lead to structural changes. How we can use AI and Data science to accelerate insight gains, but it still needs strategic leadership. For better customer-centric thinking. Moving from functional silos to outcome-driven decisions. In this episode we learn more about what predictive modelling means for CX leaders, and how linking operational data with insight can transform your organisation. From water companies to energy retailers, Adam shares real-world examples that challenge the status quo. If you lead customer experience or operational support, this is the future you need to hear about. Watch, learn and rethink everything you thought you knew about customer insight and CX measurements. Adam Elliott is presently the Head of Customer Experience at National Grid, previously Customer Insight Director and Customer Excellence Director for brands Aviva. E.On and Thames Water. Follow and connect with Adam here.   / adam-elliott-59a63a4   Learn more about Douglas Jackson, an independent boutique Executive Search and Recruitment Consultancy and Our Operational Support Practice Area for Insight, AI, Analytics and Strategic Planning. https://www.douglas-jackson.com/opera... Stay updated with our latest episodes. We dive deep into pressing topics that impact your growth and customer led business, featuring interviews with influential leaders and in-depth discussions on the future of leadership, Operations, Growth, Customer Experience, Diversity and industry trends. Hear from Chief Customer Officers, CEOs, COOs, Director of Customer Experience, Customer Success Directors, Managing Directors and Diversity and CX Advocates in this podcast designed to help inspire and share lived experiences, offering sound advice for personal and career development. Intro Music: “Podcast Background Music While Talking – No Copyright” by @PodcastBackgroundMusic. Licensed under Creative Commons Attribution 3.0 (CC BY 3.0)