CX where work actually happens
Why work with CX inside existing systems
nps.today embeds customer experience directly into the tools employees, analysts, and leaders already use every day. Instead of introducing yet another CX platform, insights and actions become part of existing workflows — driving faster adoption and real impact.
No more context switching
Bring CX into the tools your teams already use
Traditional CX solutions require employees to leave their daily systems to find insights and take action. With nps.today, customer feedback appears directly inside CRM, service, and contact center platforms – even in Microsoft Outlook — making CX visible, accessible, and actionable where work is already being done.
Act while it still matters
Empower frontline employees with real- time customer insight
When CX is embedded in daily tools, employees with customer contact instantly see previous experiences and feedback. This enables proactive action — whether during a service interaction or while preparing for an upcoming customer contact.
Insight with business context
Combine customer feedback with customer data
Feedback becomes significantly more valuable when combined with existing customer data. By linking customer pulse results with segmentation, value, or relationship data, organizations can prioritize follow-up based on business impact — not just scores.
Built for existing workflows
CX that fits your IT landscape
IT teams appreciate solutions that work with existing systems. With nps.today, survey triggers and follow-up actions can be based on already established workflows in platforms like Salesforce, Microsoft Dynamics, and Zendesk — without introducing new tools for end users.
CX beyond standard integrations
One feedback app — embedded anywhere
In addition to standard plug-ins for CRM and service platforms, nps.today offers a unique Feedback App that can be embedded in other internal systems. It is even available directly in Microsoft Outlook, ensuring CX insights are accessible to everyone — without changing how they work.
CX as part of daily work
Make closed-loop feedback a natural habit
When CX closed loop is fully integrated into existing systems, measuring, understanding, and acting on feedback becomes a natural part of everyday work — not a separate CX exercise, but an operational capability.
FAQ - Frequently Asked Questions
What does it mean to work with CX inside existing systems?
Working with customer experience (CX) inside existing systems means making customer feedback and CX data available directly in the tools employees already use. These may include CRM, service and contact centre platforms or Microsoft Outlook. Employees can therefore view and act on feedback without opening a separate CX platform.
Why should customer feedback be integrated into CRM and service systems?
Displaying feedback inside a CRM or service system gives employees access to the customer’s history, business data and previous experiences within the same workflow. This reduces context switching and makes it easier to respond while the feedback is still relevant. It also turns CX into part of everyday operations rather than a separate activity managed only by the CX team.
Does nps.today replace an existing CRM or service platform?
No. nps.today is designed to complement existing systems by adding customer experience data, measurements and follow-up capabilities. Organisations can continue working in their current CRM, service and contact centre platforms while making relevant customer feedback available within those workflows.
Which systems can nps.today integrate with?
nps.today can integrate with systems such as Salesforce, Microsoft Dynamics, Zendesk, Microsoft Outlook and a range of service and contact centre platforms. The nps.today Feedback App can also be embedded in other internal systems. The appropriate setup depends on the organisation’s IT landscape, data sources and required workflows.
How can frontline employees use customer insights in their daily work?
Frontline employees can view previous feedback and customer experiences before or during an interaction. This gives them additional context for adapting the conversation, following up on an earlier experience or addressing an issue proactively. Customer feedback becomes practical support during the interaction rather than information that is only available in a report.
How can customer feedback be combined with existing customer data?
CX scores and survey responses can be connected with customer data such as segment, customer value, relationship, products or previous interactions. This helps the organisation understand which experiences and customers have the greatest business impact. Follow-up can then be prioritised using both the feedback score and the wider customer context.
How are NPS, CSAT and CES used in existing workflows?
NPS is commonly used to measure customer loyalty, CSAT measures satisfaction with a particular experience, and CES measures how easy or difficult it was for the customer to achieve their goal. When these metrics are integrated into existing workflows, results can be displayed on the relevant customer, case or activity. Employees can see both the score and the context in which it was given.
What is closed-loop feedback?
Closed-loop feedback is a process in which an organisation collects customer feedback, follows up on it and records the resulting action. This might involve contacting a dissatisfied customer, creating a service case or assigning a recurring issue to the responsible team. Embedding the process in existing systems makes ownership and consistent follow-up easier to maintain.
Can survey distribution and follow-up actions be automated?
Yes. Survey invitations and follow-up activities can be connected to established events and workflows. For example, a survey may be triggered when a service case is closed or after a specific customer interaction. The response can then initiate an appropriate task or notify the employee responsible for follow-up.
How should an organisation start integrating CX into its workflows?
Begin by identifying the customer events where feedback should be collected, who needs to use the feedback and which systems those employees work in. Then define the relevant triggers, data fields, responsibilities and follow-up rules. This ensures that the integration is designed around specific actions and business needs rather than simply transferring more data.
CX where work actually happens
Bring customer feedback into the tools your teams already use
Customer feedback creates more impact when employees do not have to leave their daily systems to use it. See how nps.today embeds NPS, CSAT and CES insights directly into CRM, service, contact center and Microsoft Outlook workflows — so teams can act faster, close the loop and make CX part of everyday work.
- Embed customer feedback in Salesforce, Dynamics, Zendesk, Outlook and more
- Give frontline teams real-time CX insights inside existing workflows
- Turn feedback into follow-up actions without adding another platform
