NPS

Only 36% of brands can link CX feedback and increased sales
78% of CX pros plan to adopt at least one new metric in 2026
Kantar CX exec says ExperienceEvaluator offers a fast track to insights
The theorist behind ‘decoupling’ is ready to help strengthen the customer value chain
What is an irrealis mood and how does it affect customer experiences?
What it takes to ‘supercharge’ your CX
71% of consumers define word of mouth as IRL recommendations
The CX genius behind the G-WAP metric
A Complaint Is A Gift 3rd edition Janelle Barlow
Why Janelle Barlow’s ‘A Complaint Is A Gift’ is still relevant after more than 25 years
How FedEx strives to deliver ROI for customer experience investments