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Beyond NPS:
The Proven CX Framework You
Need to Engage Your Organization
Speakers
Vivek Bhaskaran, CEO Richard Owen, CEO
Co-creator of NPS
Customer Experience intelligence software to build better customer relationships with to facilitate two-way conversations to deepen loyalty and improve operational efficiencies.
About QuestionPro CX
Create Distribute Collect and Analyze Take Action
Survey design leader
• Survey-type agnostic
(NPS, CSAT, CES)
• 40+ Question Types: 10+
logic; video; images; stars;
HTML
• Fully customizable
Get real-time insights
immediately
• Role-Based Dashboards
• Text Analytics
• Driver Analysis / CX Priority
Matrix
Omnichannel experience
• SMS, Intercepts, Email,
FTP/API, Offline/Kiosk, In-app
• Automated deployment: Event-
based triggers (such as closed
lost, support case closed),
scheduled date/time
Prioritize and engage your
entire organization
• Closed-Loop: Follow up with
your customers immediately
• Take action with Smart-Loop
for operational adjustments
• Social Amplification
The Owen CX Group is a new company built on 15 years of NPS leadership with it’s sole focus on helping
firms achieve winning business outcomes through successful NPS programs.
Best-practice driven, the best programs stand on the shoulders of years of experience, trial and error. That
experience has been codified into our approach with experience, models, data and networks.
A Combination of
[art + science]
Chat with us!
WE ARE LIVING IN A NEW
PARADIGM
Products → Products + Services → Customer Centric →
Relationship Centric
1970’s 1990’s 2000’s Today
IN THE LAST 6 YEARS, CUSTOMER EXPERIENCE LAGGARDS HAVE EXPERIENCED A NEGATIVE CUMULATIVE RETURN*
+ 45.1%
Customer Experience Leaders
- 38.7%
Customer Experience Laggards
vs.
Customer experience is a combination of a company’s rational performance and the
emotions evoked in all of the interactions between a company and customer.
What is Customer Experience?
CX = Emotion x Value
Top 3 CX Challenges
1. Data Quality
2. Organizational Engagement
3. Inertia
Organizational Engagement
Incentives drive behaviorDon’t just think “money”
Alignment means different things for different levels
Trigger actions in multiple waysTo drive results over time
01
02
03
Key CX Lessons
Collaborative approach to design decisions including best practice sharing
INCENTIVESnon-financial and financial
designed for culture
ALIGNMENTspecific approaches for each organizational level
ACTIONSdesign and implement processes
that trigger engagement
GOALSestablish clear business and cultural objectives and timelines
ENGAGE THE ORGANIZATION
DISRUPTIONthe actual or perceived burning platform
FRICTIONthe natural counter-
incentives for CX transformation
The Proven Framework
TIME TO VALUE
REL
ATI
VE
NP
S IM
PA
CT
FRONTLINE
✓ Recover Detractors✓ Mobilize Promoters✓ Smart Resource
Allocation
FUNCTIONAL
✓ “local” optimization✓ Optimize functional/touchpoint ✓ performance✓ Single functional
STRATEGIC
✓ “Global” optimization
✓ Resource prioritization
✓ Cross functional
DISRUPTIVE
✓ Resource disruption
✓ Innovation
The Action Framework
Recognize desired behavior and reward it
Trigger actions based on changes in data
Invest effort in aligning multiple levels
Model goals out over multiple years
Link compensation to weak data and causal targets
Leave follow through execution to chance
Forget economic linkage as a basis for executive alignment
Think in terms of “absolute NPS” improvement
Do’s and Don’ts
Do Don’t
Smart Loop
Closed Loop
Root Cause
Smart Alerts
Real-Time AlertsCustomer
Feedback
Smart
Loop
Closed
Loop
Location/Regional
Manager
Alerted
Manager
Takes Action
Corporate / Region:
Analysis, Reports
& Alerts
Root
Cause & Patterns
IdentifiedCompany makes
changes to fix root
cause
Smart Loop
Root
Cause
Program Efficacy
Employee Engagement
Introducing Smart Loop
Smart
Loop
Analytics
Driver Analysis CX Priority
CX Priority Matrix and Driver Analysis
Thank you!Q&A
Vivek Bhaskaran
www.questionpro.com
Richard Owen
www.owencx.com
