| NPS Debate Missing the Mark (2 min) A recent Wall Street Journal article described NPS as a “dubious management fad”. In response, Richard Owen argues that regardless of the customer metric, the real focus should be on how to solve customer experience problems and move the score. |
| How CX Leaders Lead (2-3min) CX leading organisations are defined as the top 20 percent of companies measured by CX scores, revenue growth, customer retention and profitability. This article from CustomerThink shares the eight key customer experience management (CXM) capabilities these CX leading companies have in common. |
| Meet the X-Suite (1-2min) As more and more companies look to customer experience for competitive differentiation and to drive business performance, CX Managers are finding their seats at the top table. Here are the six key job roles in the new ‘X-Suite’ and how they shape the new approach to customer. |
| Bezos Plays a Straight Bat (2-3min) From Business Insider, a link to a short YouTube video of Jeff Bezos responding to an unusual request from an Amazon shareholder and customer at the company’s annual shareholder meeting. |