Скачать или смотреть Esther shares why relying solely on NPS leaves organisations with an incomplete customer picture

💬 “A score is just a score. It doesn’t really mean anything without the ‘why’ behind it.”

In a conversation with our Head of Operations, @Meg Coates, @Esther Mustow, Customer Experience Architect at Getronics, shared why relying solely on NPS leaves organisations with an incomplete picture of their customers.

For Esther, an NPS score is only ever an indication. It can shift depending on one moment in the journey, but without digging deeper into the reason behind it, companies risk missing the bigger story of what’s really going on for their clients. 🔍

At this year’s Women in CX UnConference, Esther will join the Beyond NPS panel to challenge overreliance on traditional metrics and explore how organisations can adopt richer, more human-centred approaches to customer listening.

✨ What can you expect?

A candid look at the limitations of current survey-based programmes

Fresh perspectives on what effective listening looks like in 2025 and beyond

How to combine methods for a richer picture of the customer voice

Moving from capturing feedback to acting on it with purpose

What it means to listen in a truly human-centred way when algorithms are doing the filtering

📅 Berlin — 23rd & 24th September

🎟 Secure your spot 👉 https://womenincx.community/unconfere...

#WiCXUnConference2025 #WomenInCX #BeyondNPS #CustomerExperience #CXCommunity #CustomerVoice #CXInsights