Why NPS declines and how to fix it

The net promoter score (NPS) has become the industry-standard metric by which brands track customer sentiment. However, this one-dimensional score fails to identify the underlying factors impacting customer satisfaction, often leaving CX teams struggling to discover, understand and act upon issues impacting NPS.

In this webinar, you’ll gain an in-depth understanding of how CX teams can overcome the limitations of internal feedback analysis by adopting an AI-driven solution. This approach enables them to proactively identify and address the factors behind declining NPS.

With practical examples, this webinar will demonstrate how CX teams can extract real-time, actionable insights from customer feedback to take corrective actions and drive customer retention and loyalty.

Attendees will learn:

• Drive impactful change throughout your organization: With real-time insights constantly flowing from customer feedback, CX teams can drive change using customer data.
• Pinpoint root causes behind NPS declines: Instantly identify specific "NPS drags" and gain the insights to solve them.
• Take faster corrective actions: Reduce time to act on CX issues from weeks or months to near real-time.
• Achieve higher customer retention rates: Strengthen loyalty and meet customer needs through more responsive and personalized actions.
• Improve strategy alignment: Measure and demonstrate ROI by enabling feedback to be directly linked to business outcomes.
  

Speakers

Ofer Nir
CEO
Tagado

Ofer brings over 25 years of technology leadership experience to his role as CEO of Tagado. Prior to joining Tagado, he served as CEO of 4IR Solutions and Inspekto Ltd, which was acquired by Siemens. Throughout his career, Ofer has demonstrated expertise in customer-centric product development, strategic marketing and scaling technology companies.

Dor Stern
CX Analytics Specialist & Co-Founder
Tagado

Dor is a seasoned tech leader and Co-Founder & VP Sales at Tagado. Passionate about leveraging AI and machine learning, Dor is dedicated to empowering brands to create products and services that resonate with their customers. With a focus on innovation and efficiency, Dor drives Tagado's mission to deliver cutting-edge LLMs and proprietary NLP models to uncover actionable insights from CX feedback.

Matt Webb
CX Leader, Travel and Hospitality & Founder
Octagon Square

Matt Webb is a passionate and visionary leader in AI-driven analytics and data science, with over 10 years of experience transforming the travel and hospitality sectors. At Warner Hotels, he pioneered the use of AI and machine learning to turn guest behaviours and feedback into actionable strategies that improved retention and satisfaction. Matt empowers organisations to achieve transformative success, build sustainable growth, and create a measurable competitive advantage.

Sponsored by