NPSx Founder Stan Swinton chats with Rob Markey and uncovers how a comprehensive approach to CX can empower customer-centric leaders to deliver above and beyond.
In the latest episode (229) of the "Customer Confidential: Untold Stories of Earned Growth" podcast, hosted by Bain & Company partner Rob Markey, listeners are treated to the latest insights on customer experience (CX) transformation. Have you listened in yet?
Join Stan Swinton, founder and Global Manager of NPSx by Bain & Company, as he delves into how the innovative approach at NPSx is redefining the realm of CX through predictive analytics, training, and community building.
Listen Today on Spotify:
Listen Today on Apple Podcasts:
Key Insights from the Interview
A central theme of discussion is the pivotal role of predictive analytics in transforming customer data into actionable insights. This forward-thinking approach enables businesses to anticipate customer needs, enhancing the customer journey at every turn. But to understand where you're going, you need to understand where your current capabilities sit - enter CX Roadmap and Accreditation (CXRA).
The conversation also dives into the significance of training for CX practitioners and the value of the NPSx community platform and the NPS Loyalty Forum. This hub for peer exchange and learning is shaping a new generation of CX leaders, equipped to tackle the challenges of today and tomorrow.
Businesses often limit CX initiatives to feedback management, doing so at their own peril. Rob and Stan also highlight the vital role of Chief Experience Officers in achieving true customer centricity for an organization, and explore the evolving CX benchmarks and emphasize the need for a flexible approach.
The Future of CX
Looking ahead, the standards of customer experience are evolving, and continuous updates to the NPSx framework are keeping pace with innovation and trends. Business leaders cannot underestimate the transformative impact of Generative AI and third-wave CX principles. They'll need to leverage them to stay ahead in a future where customer strategies are not reactive, but anticipatory and predictive.
Customer Confidential Podcast
To learn more about Customer Confidential and to subscribe to this podcast, visit NetPromoterSystem.com or find it on your favorite podcast listening app.
Related reading:
- Editor's Pick: Customer Loyalty in the Third Wave of CX
- Webinar | Meet the Third Wave of CX (CX Day 2023)
- Find your CX Truth
Share this article:
