Insights Hub
Our domain experts have curated a collection of insightful reports, publications, articles and resources we believe are beneficial to most of cloud investments, digital transformation, customer experience and supplier relationship management.
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Strategic and Operational Customer Experience Metrics: A B2B Guide
Customer experience measurement in B2B suffers from a peculiar pathology: we treat fundamentally different metrics as if they were interchangeable instruments measuring the same phenomenon.
The confusion is understandable. NPS, CSAT, CES—they all involve asking customers questions and generating numerical outputs. But this surface similarity obscures profound differences in what these metrics actually measure, the organizational capabilities required to act on them, and the decision contexts they should inform.
Desjardins Capitalise sur le Net Promoter System et Devient Leader
Desjardins: Parcours d'une métamorphose digitale centrée sur le membre.
This Isn’t Another Article About How to Calculate NPS.
Most Net Promoter Score content stops at the score — how to collect it, calculate it, and compare it. But that’s not where the real value lies. NPS, like blood pressure in medicine, is only useful when it leads to action. This article explores how to operationalize NPS — using it to inform pricing, product, service, and strategy — with practical examples and real business impact. Because knowing your score is easy. Acting on it is what drives results.