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 * Our Products
   * Kinetics℠ AI
   * MyCX Subscription
 * Our Community
   * MyCX Community
   * NPS Loyalty Forum
   * Insights
   * News & Events
 * Industry Solutions
   * CX for Financial Services
 * About NPSx
   * Our Story
   * Our Team

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   * Kinetics℠ AI
   * MyCX Subscription
 * Our Community
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   * MyCX Community
   * NPS Loyalty Forum
   * Insights
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 * Industry Solutions
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   * CX for Financial Services
 * About NPSx
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   * Our Team

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 CUSTOMER EXPERIENCE SOLUTIONS


EARN THE LOVE AND GROW YOUR BUSINESS

POWERED BY BAIN & COMPANY, NPSX℠ WAS CREATED TO SET A NEW STANDARD IN CUSTOMER
EXPERIENCE MANAGEMENT. OUR WORLD-CLASS TOOLS AND TECHNOLOGIES BRING TOGETHER THE
BEST OF BAIN'S CUSTOMER-FIRST THINKING, PACKAGED IN A SIMPLE AND ACCESSIBLE WAY,
FOR LEADERS AROUND THE WORLD.

request a demo



GO BEYOND SURVEYS WITH KINETICS℠ AI

CX DATA, INSIGHTS AND AI

Kinetics℠ AI is the first data analytics platform built for CX from the experts
at Bain, bringing visibility, better decision making and increased customer
value. Kinetics℠ AI illuminates the whole picture of how your customers are
feeling, and helps you make insight-driven decisions to make every customer
happier.

LEARN MORE >

request a demo



EMPOWER YOUR ORGANIZATION'S GROWTH JOURNEY WITH MYCX 


OUR INTEGRATED SUBSCRIPTION DESIGNED TO ELEVATE YOUR CUSTOMER EXPERIENCE
CAPABILITIES AND FOSTER A CUSTOMER-CENTRIC CULTURE.


FROM ASSESSING AND ADVANCING YOUR BUSINESS' CX CAPABILITIES TO DEVELOPING DEEPER
EXPERTISE WITHIN YOUR ORGANIZATION, AND FURTHERING YOUR KNOWLEDGE BY LEARNING
FROM CX LEADERS AND PEERS.

MyCX subscription includes:

 

MYCX ROADMAP & ACCREDITATION


IDENTIFY OPPORTUNITIES FOR GROWTH

With an evidence-based methodology and a clear overview of where you stand, our
unbiased CX Roadmap and Accreditation process helps you accurately assess your
company’s CX Capabilities. Certify and benchmark against global best practices
so you can identify actionable opportunities for CX improvements and grow your
business faster.

What's included:

- Detailed report on full Current Capabilities 

- 12-month Roadmap of your prioritized initiatives

- Benchmark and learn gaps to best-in-class

- Accreditation Badge to be shared publicly
 

- Includes a Workshop to develop the Roadmap into your prioritized initiatives

 

MORE INFORMATION

 

MYCX TRAINING & CERTIFICATION


BUILD YOUR CUSTOMER EXPERIENCE CULTURE

Mobilize your organization to become a leader in Customer Experience. Train your
teams on CX and NPS fundamentals, inspire behaviors to support positive change,
and learn how to deliver exceptional customer experiences and grow your business
- faster.

What's included:

- Supported learning journey, by the NPSx team, through in-depth and highly
interactive courses

- Upskill your team's CX capabilities

- Earn 'Bain Certified CCX Practitioner' status

LEARN MORE ABOUT OUR COURSES HERE >

 



MYCX COMMUNITY


YOUR GLOBAL CX COMMUNITY MEMBERSHIP

Want to accelerate your progress? Then you want to join the NPS Loyalty Forum
and the digital Community of the world’s best CX leaders. Learn from a global
network of peers and CX experts, access the latest case studies, best practices
and tools, and get immediate feedback on your action plans.

What's included:

- Year-round in-person NPS Loyalty Forum events

- A dedicated Bain Mentor to advise you

- A hand-chosen CX peer to learn from 

- Community Small Groups
 
- All other CX community programming (webinars, events, etc.)

 

MORE INFORMATION ON THE NPS LOYALTY FORUM >

MORE INFORMATION ON MYCX ONLINE COMMUNITY >

request a demo


RECOGNIZED CX TRAINING AND CERTIFICATION


CX AND NPS FUNDAMENTALS

Explore


CUSTOMER INSIGHTS AND ANALYTICS

Explore


EARNED GROWTH AND CUSTOMER ECONOMICS

Explore


CUSTOMER STRATEGY

Explore


CUSTOMER EXPERIENCE DESIGN

Explore


CX BUILD AND EXECUTION

Explore


CUSTOMER JOURNEY MANAGEMENT

Explore

View all courses

NPSX℠ BY BAIN & COMPANY

Bain & Company, the creators of NPS® and the Net Promoter System®, launched NPSx
to bring together decades of Customer Experience expertise from over 3000
successful CX transformations.

Regardless of your CX maturity, NPSx has been built to bring you the best
customer first thinking in simple and accessible ways and help to improve your
customers’ love and loyalty, and drive growth.

ABOUT NPSX >




INSIGHTS

25 Jan 2024
Editor’s Pick: Meet the Third Wave of CX

We’re featuring an interview with Stanford Swinton, Founder of NPSx, as
previously featured on Forbes.com and written by Gary Drenik. Read the article
in its original publication here.

Read More →
19 Jan 2024
How to Build An Effective CX Team

To win on CX, you need a team. Erin Wallace, CCXP, director at NPSx in the
Americas, explains how to structure and support CX within your organization.
Spoiler alert: It’s not for the faint of heart.

Read More →
5 Jan 2024
Don’t Report On Customer Sentiment, Predict It

Holly Felicetta, head of Kinetics℠ AI at NPSx, explains how to predict customer
sentiment and improve performance on metrics that matter.

Read More →
See all articles

View All Articles

Want to get our insights and articles direct to your inbox? Sign up to our
newsletter today.

SIGN UP NOW




NPSX FAQS

 * WHY IS CUSTOMER EXPERIENCE IMPORTANT FOR A BUSINESS?
   
   
   Customer experience is important for a business because it directly impacts
   the company's financial health. Companies with high customer engagement
   typically show higher revenue growth and profitability. Moreover, in today's
   competitive business environment, customer experience has become a key
   differentiator. Businesses that deliver exceptional customer experiences can
   set themselves apart from their competitors, leading to increased customer
   loyalty and advocacy.
   
   
 * WHY IS CUSTOMER EXPERIENCE IMPORTANT FOR SALES?
   
   
   In terms of sales, customer experience plays a vital role. A positive
   customer experience can lead to repeat business, customer retention, and
   referrals, all of which can drive sales growth. On the other hand, a negative
   customer experience can deter potential customers and lead to lost sales
   opportunities.
   
   
 * WHY IS A GREAT CUSTOMER EXPERIENCE IMPORTANT?
   
   
   Delivering a great customer experience is important because it can lead to
   increased customer satisfaction, loyalty, and advocacy. When customers have
   positive experiences with a company, they are more likely to continue doing
   business with that company and recommend it to others. This can lead to
   increased customer retention and acquisition, which can ultimately drive
   business growth.
   
   
 * WHY IS CUSTOMER EXPERIENCE MANAGEMENT IMPORTANT?
   
   
   Customer experience management is important because it allows businesses to
   understand their customers' needs and expectations, and to design and
   implement customer-centric processes. By continuously measuring and improving
   customer interactions, businesses can enhance customer satisfaction and
   loyalty, which can lead to increased customer retention and advocacy.
   
   
 * WHAT ARE THE 3 MAIN COMPONENTS OF CUSTOMER EXPERIENCE?
   
   
   The three main components of customer experience are:
   1. Customer Interactions: This includes every touchpoint a customer has with
   a company, from initial contact to the final sale or interaction.
   2. Customer Perception: This refers to how customers perceive their
   interactions with a company. It encompasses their feelings, emotions, and
   overall satisfaction with the company.
   3. Customer Expectations: This refers to what customers expect from a company
   in terms of products, services, and interactions. Meeting or exceeding these
   expectations can lead to a positive customer experience.
   
   
 * WHAT IS A CUSTOMER EXPERIENCE DASHBOARD?
   
   
   A Customer Experience (CX) Dashboard is a comprehensive tool that provides a
   real-time, consolidated view of a company's customer experience performance.
   It aggregates and consolidates vital information from various data sources to
   provide relevant stakeholders with a 'one-stop-shop' view of CX performance.
   The dashboard enables organizations to adopt an episode view to customer
   experience beyond channel or functional siloes. By tracking and monitoring
   performance, executives are able to understand where to focus and improve
   customer experience and the company’s bottom line. The CX Dashboard is
   composed of various areas such as Customer Experience Index (CXI), Journeys,
   Channels, and Network Site performance. It also includes features like
   interactive user interface, alarm triggers for predefined thresholds per KPI,
   and various filters for detailed analysis.
   




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Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered
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