Jan 29, 2015
Satmetrix CEO Richard Owen discusses his company's approach to customer experience management (3:50), the use of social media as a feedback tool (22:30) and the future of surveys (29:10).
Jan 22, 2015
Omar Hashem, chief customer officer of the National Commercial Bank of Saudi Arabia, discusses his role as a customer advocate (9:35), the challenges he encounters (14:08) and the Net Promoter System's impact on his company (31:08).
Jan 15, 2015
Andrew MacPherson of the UK National Health Service talks about the organization's Friends and Family Test (15:12), the challenges of measuring customer service in healthcare (17:36) and what's next for its Net Promoter program (46:34).