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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.

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Verbatim Insights Series

Product 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.

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Verbatim Insights Series

The 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.

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Verbatim Insights Series

Today'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.

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Verbatim Insights Series

Today'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.

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Verbatim Insights Series

Beyond 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.

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Verbatim Insights Series

Cracking 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 Now
Verbatim Insights Series

U.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.

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Verbatim Insights Series

2023 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.

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Verbatim Insights Series

The 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.

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Verbatim Insights Series

Today'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.

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Customer Spotlight

Dominion 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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