Did you know? CX professionals list organizational engagement as a top challenge in realizing business results from their programs. Shifting your company to becoming customer-centric involves more than measuring the Net Promoter Score – it starts with implementing a CX program that engages your entire organization, and that isn’t always easy. Join Richard Owen, Co-Creator of NPS and Founder of Owen CX, as he shares over 10 years of experience in building, maintaining, and improving CX programs at companies such as Symantec and LinkedIn. Richard will share his demonstrated CX practices to help engage organizations of every size to kickstart a sustainable CX initiative. Join us in this webinar to learn: 1. Best demonstrated practices that have produced results in CX leaders 2. How to recognize pitfalls that can set your programs up for failure 3. Why closing the loop with your customers is equally as important within your organization

1. Beyond NPS:
The Proven CX Framework You
Need to Engage Your Organization

2. Speakers
Vivek Bhaskaran, CEO Richard Owen, CEO
Co-creator of NPS

3. Customer Experience intelligence software to build better customer relationships with to
facilitate two-way conversations to deepen loyalty and improve operational efficiencies.
About QuestionPro CX
Create Distribute Collect and Analyze Take Action
Survey design leader
• Survey-type agnostic
(NPS, CSAT, CES)
• 40+ Question Types: 10+
logic; video; images; stars;
HTML
• Fully customizable
Get real-time insights
immediately
• Role-Based Dashboards
• Text Analytics
• Driver Analysis / CX Priority
Matrix
Omnichannel experience
• SMS, Intercepts, Email,
FTP/API, Offline/Kiosk, In-app
• Automated deployment: Event-
based triggers (such as closed
lost, support case closed),
scheduled date/time
Prioritize and engage your
entire organization
• Closed-Loop: Follow up with
your customers immediately
• Take action with Smart-Loop
for operational adjustments
• Social Amplification

4. The Owen CX Group is a new company built on 15 years of NPS leadership with it’s sole focus on helping
firms achieve winning business outcomes through successful NPS programs.
Best-practice driven, the best programs stand on the shoulders of years of experience, trial and error. That
experience has been codified into our approach with experience, models, data and networks.
A Combination of
[art + science]

5. Chat with us!

6. WE ARE LIVING IN A NEW
PARADIGM
Products → Products + Services → Customer Centric →
Relationship Centric
1970’s 1990’s 2000’s Today

7. IN THE LAST 6 YEARS, CUSTOMER EXPERIENCE
LAGGARDS HAVE EXPERIENCED A NEGATIVE
CUMULATIVE RETURN*
+ 45.1%
Customer Experience Leaders
- 38.7%
Customer Experience Laggards
vs.

8. Customer experience is a combination of a company’s rational performance and the
emotions evoked in all of the interactions between a company and customer.
What is Customer Experience?
CX = Emotion x Value

9. Top 3 CX Challenges
1. Data Quality
2. Organizational Engagement
3. Inertia

10. Organizational Engagement

11. Incentives drive behavior
Don’t just think “money”
Alignment means different
things for different levels
Trigger actions in multiple ways
To drive results over time
01
02
03
Key CX Lessons

12. Collaborative approach to
design decisions including
best practice sharing
INCENTIVES
non-financial and financial
designed for culture
ALIGNMENT
specific approaches for each
organizational level
ACTIONS
design and implement processes
that trigger engagement
GOALS
establish clear business and cultural
objectives and timelines
ENGAGE THE ORGANIZATION
DISRUPTION
the actual or perceived
burning platform
FRICTION
the natural counter-
incentives for CX
transformation
The Proven Framework

13. TIME TO VALUE
RELATIVENPSIMPACT
FRONTLINE
✓ Recover Detractors
✓ Mobilize Promoters
✓ Smart Resource
Allocation
FUNCTIONAL
✓ “local” optimization
✓ Optimize functional/touchpoint
✓ performance
✓ Single functional
STRATEGIC
✓ “Global”
optimization
✓ Resource
prioritization
✓ Cross functional
DISRUPTIVE
✓ Resource
disruption
✓ Innovation
The Action Framework

14. Recognize desired behavior
and reward it
Trigger actions based on
changes in data
Invest effort in aligning
multiple levels
Model goals out over multiple
years
Link compensation to weak
data and causal targets
Leave follow through
execution to chance
Forget economic linkage as a
basis for executive alignment
Think in terms of “absolute
NPS” improvement
Do’s and Don’ts
Do Don’t

15. Smart Loop

16. Closed Loop
Root
Cause
Smart Alerts
Real-Time Alerts
Customer
Feedback
Smart
Loop
Closed
Loop
Location/Regional
Manager
Alerted
Manager
Takes Action
Corporate / Region:
Analysis, Reports
& Alerts
Root
Cause & Patterns
Identified
Company makes
changes to fix root
cause
Smart Loop
Root
Cause
Program Efficacy
Employee Engagement
Introducing Smart Loop

17. Smart
Loop

18. Analytics

19. Driver Analysis CX Priority
CX Priority Matrix and Driver Analysis

20. Thank you!
Q&A
Vivek Bhaskaran
vivek.bhaskaran@questionpro.com
www.questionpro.com
Richard Owen
success@owencx.com
www.owencx.com