NPS creator offers tips on customer centricity

Creator of the Net Promoter System (NPS), Fred Reichheld, discusses how to build a customer-centric cultre

Add bookmark

Today, word of mouth and truth spreads like wildfire. The modern enterprise can no longer depend on clever advertising campaigns to mask their shortcomings. Building a customer-first culture isn’t always easy, though. Legacy companies have to fight through their capitalistic pasts. Metrics need to change. 

Fred Reichheld, the creator of the Net Promoter System (NPS), joins CX Network to discuss the task of building a customer-centric culture, something that has been voted as one of the toughest CX challenges by our CX Network members over the last five years.

Reichheld offers both suggestions and examples on how to successfully pivot to a customer-centric business model during this insightful conversation.


Latest Webinars

Redefine CX, one AI-bot at a time

2025-11-25

11:00 AM - 12:00 PM GMT

Discover how AI-driven automation can elevate customer satisfaction while reducing operational costs...

3 ways AI can shut down costly contact center failures

2025-11-18

10:00 AM - 11:00 AM EST

Learn how to prevent digital failures, automate smarter, and empower agents—turning your contact cen...

The next decade of customer feedback

2025-10-29

10:00 AM - 11:00 AM CET

Learn how AI-powered customer feedback management will catalyze CX innovation in the next 10 years

Recommended