Over the last half-decade the customer experience and Net Promoter Score® industry trends has changed as we know it. Customers have become increasingly empowered with technology and now demand a highly personalized and frictionless customer experience that meets their needs and expectations. In order to keep customer satisfaction and loyalty to a high standard, NPS® has become the metric and system of choice for many of the world’s most customer-centric and renowned brands.
By 2020, however, the CX & NPS industry is bound to change. So, what can organizations expect and do in order to create a winning customer experience in the future? We turned to some of world’s most influential CX & NPS thought leaders to find answers on what trends businesses need to keep an eye on.