At Forethought, we believe it is critical to establish a robust customer-measurement infrastructure that has a demonstrated relationship to commercial outcomes. To support our clients with their CX strategy, we:
- Design NPS and CX programmes from the customers’ perspective, ensuring it reflects:
- What customers are seeking to achieve – i.e. their
goal-based journeys
- How customers experience the organisation, not how the organisation is structured
- The experiential aspects that are important to customers
- The language customers use and understand
- Integrate customer and organisational data to understand the root-cause of NPS and commercial drivers
- Integrate Relationship NPS and Touchpoint NPS programmes (leveraging customer sample) to contextualise the focus areas for CX improvement
