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Beyond NPS: The Next Generation of CX Measurement

Move beyond score-watching and see the full story behind your CX. In this masterclass, learn how leading brands are redefining measurement beyond NPS—pairing metrics like Effort, Lifetime Value, and Net Sentiment with real-world signals from behavioral, transactional, and social data. Discover how to balance what’s happening with why it’s happening, turning every data point into a story that drives faster, smarter, and more human action. Tami Salmi, Senior Director, Research Services, Medallia Jason Reilly, Senior Manager, Strategy Analytics, Medallia ————— 0:00 Introduction & Welcome 0:28 Speaker Introductions 1:05 What NPS Tells Us (and What It Doesn't) 2:32 The Score Watching Trap 3:16 Why NPS Became King 3:39 The Limitations of a Single Number 5:49 Real World Example: When NPS Failed 7:03 Broadening Your CX Toolkit 9:46 Friends, Not Roommates: Using Multiple Metrics 14:58 Real World: Using Multiple Metrics at Scale 16:18 The Modern CX Playbook 20:45 Operational Data in Action 24:38 Behavioral Data: What Customers Actually Do 26:50 Employee Data & Frontline Insights 28:48 Real World: Contact Center Pilot Program 30:46 From Scores to Behaviors 35:36 Measuring Delight & Recognition 38:41 Your Plan for Next Week 40:35 The New CX Mindset & Q&A ————— Connect with Medallia: https://medallia.com Linkedin:   / medallia-inc.   X: https://x.com/medallia Facebook:   / medalliainc