Day Three: Prepping for the Future of Digital
Tuesday, April 21st, 2020
Net Promoter Score has been widely accepted across the industry as a metric for customer experience optimization. With so many different constituents involved in B2B, it’s hard to gauge if NPS is really telling you anything meaningful. Is NPS an effective measurement for our industry? Abhishek Shastry, Director of Product Strategy for Dell.com has had a true love/hate relationship with NPS, and will argue his current love for NPS in this inaugural B2B Online Oxford Style Debate.
- Chasing scores v. actually improving the customer journey
- The effectiveness of NPS with multiple B2B constituents
- The impact of NPS on improving customer experience recently in B2B
Taking the position of for: Charlie Riley, Head of Marketing, Curbell Plastics
Taking the position of against: Abhishek Shastry, Director, Product Strategy,Dell.com