CX Inspiration & Articles
Turn CX inspiration into real customer impact
Explore our collection of CX insights, playbooks, and real-life examples. From hands-on best practices and proven frameworks to videos, and podcasts – everything here is designed to help you move from ideas to action and create measurable customer outcomes.
White papers - Articles – Videos – Podcasts
Browse for CX inspiration
This page brings together all our CX content in one place – articles, whitepapers, videos, and podcasts. Use the filters to quickly find what you need, whether you’re building a CX strategy, improving operations, or looking for concrete use cases and results
CX best practice
Learn about how to design, implement, roll-out, adopt and expand your CX program
Playbook for Operational CX
Sending surveys is simple. Building a program that feels meaningful to your customers and drives action in your organisation is where the real work begins.
Playbook for CX Insights and Actions
Following the Playbook for Operational CX, you will learn more about understanding your feedback and taking both individual and transformational actions
Playbook for Operational CX and Insights
This is the full version combining the Playbook for Operational CX and Playbook for CX Insights and Actions – you will learn more about understanding your feedback and taking both individual and transformational actions
Close the Loop
Learn how Close the Loop turns customer feedback into action through structured follow-up, collaboration and insights across the entire customer journey.
Survey fatigue and how to avoid it
Exploring survey fatigue: the hidden obstacle in gathering genuine feedback and the strategies to overcome it.
The best way to measure NPS
Best practice advice and examples for your relational and transactional NPS survey.
Why work with CX inside existing systems
Learn why embedding CX directly into existing systems turns feedback into action—empowering employees, leaders, and analysts to act where work already happens.
CX value
Does CX pay off? How can you drive results and measurable value from you CX program?
Benefits of Single Scale CX
How nps.today’s Single Scale Smart Question Flow unifies measurement across the entire customer journey
Why you should care about Customer Lifetime Value
What is Customer Lifetime Value (CLV)? And why does it matter? In our guide, you’ll learn more about understanding and succeeding with CLV.
Here’s what you should know about customer satisfaction
What is customer satisfaction? And how do you measure it? Learn more about getting the full picture of customer satisfaction in our guide.
Why worry about better customer relationships at all?
The customers must not only be satisfied – they must be extraordinarily satisfied.
The customer as a strategic area of focus
Is customer focus a natural part of your business strategy? If not, you might want to reconsider your strategic focus areas.
CX guides
Guides with good advice on how-to across different CX diciplines
How to prepare your employees for dialogue
When customer satisfaction is in the hands of your employees, it’s important that you prepare them well. An increasing number of companies use measurements and feedback from customers as a dialogue tool. This enhances the employees’ commitment and contact with the customer.
Best advice for operational CX with NPS
We have put together a number of tips to improve the customer experience. With an NPS-based loyalty program, it is possible to reap input from customers.
Solution use case
Different use cases across customer journey, survey channels, industries & sectors and departments
When to Use SMS or RCS
Citizen Image Score (BIS)
Citizen Image Score (BIS) is a further development of NPS and P-GAP that can be used for measurements in the public sector.
P-GAP – mind the gap
P-GAP calculates the difference between the customer’s and the employee’s experience in a given situation and generates a report with the result.
Content marketing and customer loyalty
It is often in the marketing department of the company, that production and distribution of content occur. But even though a lot of content is produced, you should still look it over and ask the question: Is our content creating value for our customers, and does it create customer loyalty?
About CX
Theory, knowledge and background about CX and NPS in general
