Presented by

Customer Experience

Re-Imagine

5-6 DECEMBER l NAIROBI, KENYA

Hosted by

Presented by

Customer Experience

Re-Imagine

5-6 DECEMBER l NAIROBI, KENYA

ART + SCIENCE

DATA

Amplifiers

Suppressors

FOUNDATIONAL CONCEPTS

ANALYTICS

ACTION

DATA

OPEN 1

CLOSE 1

  • Philosophy
  • Classroom approach
  • Ripple model
  • The underlying ideas behind
  • NPS and its implementation
  • Creating the data asset
  • Laying the foundations for action
  • Engaging the organization
  • Driving change
  • Day 1 recap
  • Getting to root cause
  • Getting value from data

NPS MASTERCLASS

DAY 1 l “THE SCIENCE”

ORGANIZATION

MARKET AND ECONOMICS

INTEGRATION

PROGRAM

CLOSE 2

OPEN 2

  • Building the team
  • The wider organization
  • Day 2 recap
  • Understanding the financials
  • The big picture
  • Revisit the Ripple
  • Lessons from Day 1
  • Resources and assets
  • Strategies
  • Success and failure drivers
  • Building the roadmap

NPS MASTERCLASS

DAY 2 l “THE ART”

YOUR STORY BEGINS

Welcome to the Net Promoter Masterclass

© 2017 OWEN CX Group, Inc. All Rights Reserved. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc. and Fred Reichheld.

Image Source: Carta marina, opus Olai Magni Gotti Lincopensis, ex typis Antonii Lafreri Sequani, Rom, 1572, coloured engraving, National Library of Sweden, Map collection, KoB, Kartor, 1 ab.

masterclass_what_to_expect - Google Slides