Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

"What is the likelihood that you would recommend our company to a friend or colleague?" This is the question frequently asked following interactions with brands. Results determine a company's Net ...

AI is here to stay. Generative AI’s growing intelligence can greatly improve all facets of customer experience, including NPS, CES and CSAT. LLMs help you understand your customers. A company’s NPS ...