NPS Analyst & Event Coordinator, CXSO/DXP Joint NPS Day

• Survey Analysis: Scoured surveys to identify suitable feedback for live calls, ensuring that the chosen samples would provide meaningful insights and foster productive discussions among senior leaders.

• Live Call Facilitation: Coordinated and conducted live customer calls during the event, serving as a crucial link between customers and the organization to obtain real-time feedback.

• Senior Leadership Engagement: Successfully engaged senior leaders including Tom Karinshak and Rhona Bradshaw, fostering an environment conducive to open dialogue and reflection on customer service practices.

• Discussion Leadership: Inspired thoughtful discussions around customer feedback, leading to actionable insights on how to enhance customer experience and better align services with customer needs.

• Follow-Up Actions: Identified and coordinated follow-up actions stemming from the event's discussions, translating insights into practical steps to improve customer satisfaction.

• Event Success: Played a key role in the overall success of the event, contributing to a deeper understanding of Net Promoter Score (NPS) metrics and a renewed commitment to customer-centric strategies within the organization.

• Customer Experience Focus: Emphasized the importance of customer feedback, helping to build a culture within the organization that values and responds to customer perspectives, leading to continuous improvement.