Can NPS and Big Data be design tools?

A session at Customer Experience 2015

Friday 8th May, 2015

11:15am to 12:00pm (EST)

CX design in today’s organisation is a battleground for ownership – is customer owned by the Data Department or by marketing. Is NPS a marketing metric or a customer one? What if data is our language and NPS an experience design tool that assists marketing? There has been much talk about CX metrics in recent years. At Medibank we have been designing a new kind of score card, and a new approach to the relationship between experience design and metrics, redefining how we build algorithms and how we use NPS.

About the speaker

This person is speaking at this event.
Harriet Wakelam

UX/CX, simplicity, design. Understanding behavior,making real, innovative experiences that make lives simpler, happier. Currently at #capco bio from Twitter

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Time 11:15am12:00pm EST

Date Fri 8th May 2015

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