The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders Rob Markey, Bain & Company partner and customer experience expert

In this episode, guest Stacy Sherman, founder of Doing CX Right, and Rob Markey discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on.
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If you’d like to learn more about Stacy, you can find her on LinkedIn.

In this episode, guest Peter Pizzi, director of customer experience and insights at Analog Devices, and Rob Markey discuss how to focus an organization on customer feedback–based actions, the role of customer experience in tackling sales challenges, and how to make sure the improvements customers are asking for make their way onto product and functional leaders’ agendas.
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If you’d like to learn more about Peter, you can find him on LinkedIn.

In this episode, guest Andreas Heckmann, executive vice president of product engineering and head of customer solution support and innovation at SAP, and Rob Markey discuss the past, present, and future of cloud innovation as it relates to machine learning, artificial intelligence, organizational and customer challenges and opportunities, and cost savings.
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If you’d like to learn more about Andreas, you can find him on LinkedIn.

In this episode, guest Kentaro Kawamori, CEO and cofounder of Persefoni Inc., and Rob Markey discuss the interconnection between Net Promoter Score and organizational sustainability.
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If you’d like to learn more about Kentaro, you can find him on Linkedin.
Bain & Company is an investor in Persefoni. Together, we’ve created a unique partnership combining breakthrough carbon footprint analytics with decarbonization strategy. To learn more about our partnership, visit our partnership page.

In this episode, Jason Barro, Bain & Company partner, and Rob Markey discuss NPS Prism and how it’s used across various industries to drive consumer sentiment.
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If you’d like to learn more about Jason Barro, you can find him on LinkedIn.

In this episode, Bain Fellow Fred Reichheld and Rob Markey discuss how Earned Growth and operational indicators can provide both inspiration and learning to an organization. We also explore companies’ most common Net Promoter Score mistakes, and we participate in a live audience Q&A.
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If you’d like to learn more about Fred Reichheld, you can find him on LinkedIn.
This episode was sponsored by NPSx℠, a new venture from Bain & Company that provides training, certification, technology, and community to help companies enrich their customers’ lives. Learn more at npsx.com.