Videos
Behind the Scenes: Prudential's CX Transformation
NPS Prism Co-Founder Rahul Sethi and Prudential's Head of Enterprise Experience Design, Abhii Parakh reveal key strategies for long-lasting organizational change and how to prove the business value of CX with customer analytics.
Watch NowClosing the CX Gap: Digital vs. Traditional Home Improvement Retailers
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.
Watch NowNavigating CX in Convenience: Loyalty Leaders, Key Journeys, and New Insights
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.
Watch NowProduct vs. Service: Decoding CX Excellence in Telco
Telco Lead Grace Jackson and NPS Prism Founder Jason Barro explore the nuances of customer expectations and experiences in mobile and internet.
Watch NowThe Future of Banking: Today's Top Digital CX Trends
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.
Watch NowToday's Top CX Trends in Airlines: Creating a Smooth Experience Amid Disruptions
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.
Watch NowToday's Top CX Trends in Grocery: The Power of Brand Loyalty
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.
Watch NowCX Odyssey: Crafting Your Customer Journey
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.
Watch NowBeyond Customer Satisfaction: Unmasking CX Failures
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.
Watch NowCracking the Code: Mastering CX Metrics
NPS Prism's Founder and VP of Client Success & Sales explore the key CX metrics organizations should be tracking, why proper CX measurement can be challenging, and how to create an accurate scorecard. Watch NowU.S. Cross-Industry NPS Benchmarks Revealed
NPS Prism's Founder and Director of Strategy & Ops discuss companies who are leading CX for their industry and what makes them successful.
Watch Now2023 NPS Trends in US Streaming
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.
Watch NowThe Human vs. Digital Channel Debate
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.
Watch NowToday's Top CX Trends in Insurance
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.
Watch NowDominion Energy x NPS Prism
Dominion sought an experienced partner who could help them transform meaningful customer insights into data-driven CX strategies.
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