Videos

Retail Leads Angie Han and Craig Buckthorp explore the post-pandemic home improvement landscape including key customer journeys, and how big box retailers such as Home Depot & Lowe's compare to Amazon.

Convenience Leads Melissa Caine and Royce Li examine current trends in the convenience industry, including which customer journeys have the largest impact on NPS and why companies like Wawa, Amazon, and Publix are loyalty leaders.

Telco Lead Grace Jackson and NPS Prism Founder Jason Barro explore the nuances of customer expectations and experiences in mobile and internet.

Financial Services Lead Anna Krementz and Banking Lead Taylor Lacey dive into changing customer expectations for digital channels in banking. They discuss how to improve experiences across key journeys and which banks are doing it right.

NPS Prism's Founder, Jason Barro and Airlines Lead, Jeff Forman explore summer 2023 CX trends in airlines, including how to mitigate NPS dips due to flight disruptions and how to recover customer trust after widespread cancellations.

NPS Prism's founder and Grocery Lead explore CX trends in grocery, including the importance of strong customer loyalty, a positive checkout experience, and staff friendliness.

Financial Services Lead Anna Krementz and Airlines, Auto and Retail Lead Angie Han explain customer journey strategies and how they can be used to improve NPS along with the best ways to prioritize and improve the journeys that matter most to your customers.

NPS Inventor Fred Reichheld, and NPS Prism founder Jason Barro dive into common CX pitfalls and how companies across telco, airlines, and grocery can avoid making the same mistakes.

NPS Prism's Founder and Director of Strategy & Ops discuss companies who are leading CX for their industry and what makes them successful.

NPS Prism's Founder and Head of US Streaming dive into the latest streaming news -  Netflix' password sharing crackdown, the HBO Max rebrand, new pricing tiers - and how these changes are impacting customer loyalty.

NPS Prism's Founder and Co-Founder take a closer look at how certain customer journeys are better served with digital solutions and how others are best left to people.

NPS Prism's Insurance Leads delve into key customer experience themes in P&C and Life, including the impact of inflation, the importance of proactive communication, and the impact of a positive claims experience on NPS.