Feb 28, 2018

Dominic Hoffmann, the Chief Customer Experience Officer of Lazada Malasia of the Lazada Group of the Alibaba Group joins us and shares that NPS might not be the definition of success as it’s currently widely understood. That said, Dominic does agree that it’s one of the most important KPIs to measure the customer experience. The organization even uses it as a basis for incentives. But for the customer experience practice you need to see it from a different angle. Don’t utilize NPS as a blunt object. The goal for CX is to unpack NPS to understand what it entails and how it’s recipe might have changed from one year to the next or over the lifetime of the organization.