Is it time to retire NPS? w Rob Dwyer

Amas Talks Podcast

Here's a summary of the podcast: Title: It is time to end NPS w Rob Host: Amas Guest: Rob Key Topics Discussed: 1. The state of customer service and declining ACSI ratings 2. Problems with current customer feedback methods, particularly surveys 3. Issues with star ratings and their loss of meaning 4. The evolution of speech analytics in customer service 5. Challenges with implementing AI in customer service, focusing on chatbots 6. Better uses of AI for improving internal processes and agent experiences 7. The importance of focusing on internal customer service roles 8. Strategies for reducing contact center headcount by improving overall customer experience 9. Personal anecdotes about impactful purchases and brand experiences 10. The dual nature of AI as both a source of optimism and pessimism in the industry Main Takeaways: - Current survey methods are problematic and often ineffective for truly understanding customer experiences - AI has potential to greatly improve internal processes in customer service, but is often misused in customer-facing applications - Improving overall customer experience is more effective for reducing contact center needs than implementing deflection tactics - The future of AI in customer service presents both opportunities and challenges The conversation provides insights into the current state of customer service, critiques common practices, and discusses potential improvements and future trends in the industry.

Rob: https://www.linkedin.com/in/j-robert-dwyer/