A discussion on the Wall Street Journal’s article about the Net Promoter Score (NPS) as a “fad” metric being used by organizations to demonstrate their focus on customers.
Mike and Paul highlight challenges and best practices with the Net Promoter Score (NPS) and breaks down the Wall Street Journal's article, The Dubious Management Fad Sweeping Corporate America.


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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.

Your hosts:

  • Michael Manfredo, Senior Principal, Customer Experience
  • Paul Hagen, Senior Principal, Customer Experience
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