Executives discuss the changing value of NPS in customer experience

Recently, during a LinkedIn Live interview, three prominent executives—Brian Higgins from Verizon, Elisabeth Zornes from Autodesk, and Abhii Parakh from Prudential—shared insights on the relevance of the Net Promoter Score (NPS) and its evolution in measuring customer experience (CX). The panel addressed the significance of NPS, emphasizing that while it serves as a foundational metric, it must be complemented by various other tactics and measurements to truly understand customer and advisor needs. They highlighted the need for businesses to track customer feedback effectively and align their services and solutions to meet customer expectations. Zornes indicated that NPS provides lasting impressions of customer relationships and correlates well with growth metrics. In the digital age, where engagements are increasingly online, her company also measures other factors like customer effort scores. This multifaceted approach helps them gain a clearer picture of customer satisfaction and the overall health of their business. She asserted that while NPS is significant, the experience provided by employees remains a key differentiator against competitors. In terms of hiring practices, Higgins pointed to three crucial areas; understanding customer feedback and fostering a culture that listens to detail is paramount. According to Parakh, possessing a customer-centric mindset is vital not just for customer-facing roles but for every position within a company. This indicates a growing recognition of the importance of empathy and a strong grasp of customer experience principles across various departments. As they explored how technology impacts the CX landscape, the panel indicated that with the rapid integration of new tools, all employees must embrace a customer-centric approach. This includes adapting to advancements such as AI technology, which can enhance customer interactions and support the overall objective of improving customer experience. Effective transformation in customer engagement relies not only on metrics like NPS but also on the right talent and cultural shifts within organizations.