CX can't just look at NPS: Learn to read real customer sentiment and behavior
For a long time, NPS (Net Promoter Score) has been considered the "gold standard" for measuring customer loyalty. The familiar question "Would you like to introduce us?" seems simple but effective.
But in a world where the experience is no longer about "whether it's good or not," it's about "how the customer feels" — NPS is starting to show clear limits.
This is where you need to know RXS – Re-Experience Score
A new metric, but not to replace NPS. To make up for what NPS is missing: emotions, memories, behaviors – the things that really determine whether a customer comes back or leaves.
By participating in this workshop, facilitated by Michel Stevens (Managing Partner - goCX) you will get 3 important things that no book or online course offers you:
1. A very different perspective on customer data
You will understand why it is the emotions after the experience that "anchor" loyalty, not the level of satisfaction at that moment.
2. How to use it at the right time – the right way for both NPS and RXS
It is not "new is to discard the old", but to know when to use what. There are situations where RXS saves you from losing customers that NPS doesn't warn you about.
3. The real advantage lies in the depth of understanding
In CX, you don't have to do everything "cool" – you just need to understand the customer at the right time, one beat deeper than the competition. RXS helps you do just that.
Workshop for:
Information & Registration:
[CX 360: The Metrics Revolution]
FROM NPS TO RXS
Redefining CX With Emotions and Behaviors
📅 14:00 - 17:00 on 21/6/2025
📍 12B Floor - Coninco Building - No. 4 Ton That Tung, Dong Da, Hanoi
👉 Ticket price: 300,000 VND/1 ticket, FREE for Basic and Professional XMGlobal Collaborative Members
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