Is NPS enough in an AI world

For years, Net Promoter Score has been the CX industry’s favourite loyalty measure. Its simplicity made it a gold standard. But customer experience isn’t one-dimensional. Buyers act on complex emotional and contextual triggers that a single score can’t capture. Promoters, for instance, hold untapped strategic value beyond just boosting scores. Leading brands like Porsche are combining AI and omnichannel listening to uncover deeper insights – understanding what truly excites customers and managing experiences proactively rather than reactively. As AI redefines customer insight, CX teams must shift from static metrics to dynamic experience management that drives business outcomes.

Read the full article to rethink your CX measurement strategy.