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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

Loyal customers spend more, stay longer and tell their friends about their experiences. In the Net Promoter System Podcast, Bain & Company's Rob Markey talks to business leaders who are using the management system to create experiences that keep customers coming back.

Apr 18, 2014

Mattersight CEO Kelly Conway talks with Rob Markey about algorithms that analyze customer calls in near-real time (5:52), implementing them in call centers (17:18), client success stories (34:17) and matching employees to your customers' predominant personality (38:48).