Can NPS and Big Data be design tools?
CX design in today’s organisation is a battleground for ownership – is customer owned by the Data Department or by marketing. Is NPS a marketing metric or a customer one?
What if data is our language and NPS an experience design tool that assists marketing? There has been much talk about CX metrics in recent years. At Medibank we have been designing a new kind of score card, and a new approach to the relationship between experience design and metrics, redefining how we build algorithms and how we use NPS.
We are not finished, but this talk will look at the stories that have inspired us, the courage and backing we have required and the resilience and insights gained from our journey so far.