NPS Isn't Dead, But It’s on Life Support: The Future of B2B Customer Experience

In this podcast, Richard Owen and Brian Curry tackle the provocative question, “Is NPS dead?” While acknowledging the clickbait nature of the question, they argue that the traditional Net Promoter Score (NPS) program has become outdated—not because the metric itself is useless, but because the way companies implement it has failed to evolve. Surveys, once the backbone of customer experience (CX) programs, are increasingly unreliable due to response bias and their inability to provide real-time, comprehensive insights. Instead, Owen and Curry advocate for a new approach—leveraging AI and operational data to create “generative CX analytics” that provide a more accurate, always-on view of customer sentiment and behavior.

They emphasize that the shift isn’t about replacing NPS outright but transforming how CX programs function. Traditional survey-driven programs are losing credibility with executives, who see them as delivering little actionable value. AI-driven analytics, which integrate survey insights with broader customer data, offer a path forward by providing predictive, real-time intelligence. Owen and Curry predict that companies that embrace this transformation will gain a competitive edge, while those clinging to outdated NPS programs risk irrelevance. The key takeaway: it’s not about whether NPS is dead—it’s about whether your CX program is keeping up with the future.

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