Our Customer Experience capability is growing! In the last two months the Customer Experience Professionals Association (CXPA) has added about 300 members, with four new sites hosting local events. Here in Minneapolis we hosted a great session to discuss Forrester’s Customer Experience Maturity Model, and how members are helping their companies move up the model.
As with any movement, this growth is leading to maturity and change. Here are four trends I am seeing impact our practice today:
- Customer Experience is moving beyond just NPS
- Increasing recognition on the role of employee engagement
- Customer Journey Mapping 2.0
- Emerging Comprehension of Customers’ Non-Rational Thinking
Customer Measurement is Moving Beyond Just NPS
The Net Promoter Score (NPS) is still the cornerstone of many customer experience programs. What is changing is that companies are moving beyond the notion of using just one number, surrounding it with other factors, including satisfaction (yes, it’s still popular for many), loyalty, and the Customer Effort Score.