AI Knowhow

Why NPS and CSAT Hurt More Than They Help

Jun 3, 2024

The podcast delves into why NPS and CSAT scores may be outdated, and how AI offers better ways to measure customer satisfaction. It discusses real-time insights into customer sentiment, operational excellence driven by AI, and even an AI-powered robot giving a commencement speech. AI's role in improving decision-making and enhancing customer relationships is highlighted throughout the lively discussion.

31:28

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Quick takeaways

NPS and CSAT scores are outdated, AI offers real-time insights for customer sentiment analysis.

AI drives operational excellence by optimizing production schedules and integrating with human operations.

Deep dives

Net Promoter Score - An Outdated Measurement?

The podcast questions the effectiveness of the Net Promoter Score (NPS), highlighting its limitations in truly capturing customer sentiment. NPS, created in 2003, is criticized for being stale, anecdotal, and lacking real-time data. The discussion stresses that NPS is not an operational tool but more of a compass indicating general direction. The need for a modern, data-driven approach to measuring customer satisfaction is emphasized.

Introduction

4min

Technology's Impact on Human Experiences and Customer Satisfaction Measurement in the AI Era

2min

Rethinking NPS and CSAT Scores

12min

Reassessing the Effectiveness of NPS and CSAT Surveys in Evaluating Client Relationships

2min

Enhancing Operational Excellence with Data Science and AI

5min

Enhancing Operational Efficiency and Project Implementation in Technology Organizations

7min

Is the Net Promoter Score (NPS) still relevant today? In this episode of AI Knowhow, we dive deep into why this 20-year-old metric might be outdated and how AI can revolutionize customer satisfaction.

Courtney, David, and Mohan discuss the limitations of NPS and CSAT scores, revealing how AI provides more accurate and dynamic ways to gauge customer happiness. Discover how AI can offer real-time insights into customer sentiment, leading to smarter decisions and better customer relationships.

We also hear from Doug Meiser of AMEND, who shares practical examples of how AI is driving operational excellence in various industries. Discover how AI optimizes production schedules, enhances early warning systems, and integrates seamlessly with human operations.

All that PLUS Pete Buer joins us for an engaging "AI in the Wild" segment, where he talks about an AI-powered robot delivering a commencement speech at a New York university.

Watch this episode on YouTube: https://youtu.be/Km-yvhvxRuQ

AI Knowhow is brought to you by the team at Knownwell.

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AI Knowhow

Why NPS and CSAT Hurt More Than They Help

Podcast summary created with Snipd AI

Quick takeaways

Deep dives

Net Promoter Score - An Outdated Measurement?

AI in Operational Excellence

Transforming Customer Sentiment Measurement with AI

Remember Everything You Learn from Podcasts