Tag: Elemental CX

Customer Experience: What NPS can’t tell you

NPS tracks sentiment but cannot tell you what to change, predict customer behaviour, or explain what drives growth. Here's what a causal layer beneath it actually looks like.

NPS remains a useful sentiment gauge – but it cannot tell you what to change, reliably predict what customers will do, or explain what drives growth. Here’s what a causal layer beneath it looks like, and why most CX programmes need one.

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