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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

CX best practice
The nps.today CX Playbooks
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
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CX best practice
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.
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CX best practice
The best way to measure NPS
Best practice advice and examples for your relational and transactional NPS survey.
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CX best practice
Survey fatigue and how to avoid it
Exploring survey fatigue: the hidden obstacle in gathering genuine feedback and the strategies to overcome it.
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CX best practice
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.
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CX value

Does CX pay off? How can you drive results and measurable value from you CX program?

CX value
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.
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CX value
Why worry about better customer relationships at all?
The customers must not only be satisfied – they must be extraordinarily satisfied.
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CX value
Dear CFO – Have you measured your customer loyalty?
Have you figured out how it can pay off that you, as the CFO, are getting involved in the activities about loyalty and customer satisfaction in your organization, and thereby create a stronger bottom line for your company?
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CX value
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.
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CX value
Why you should care about Customer Lifetime Value
The customers must not only be satisfied – they must be extraordinarily satisfied.
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CX value
Benefits of Single Scale CX
How nps.today’s Single Scale Smart Question Flow unifies measurement across the entire customer journey
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CX guides

Guides with good advice on how-to across different CX diciplines

CX guides
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.
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CX guides
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.
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Solution use case

Different use cases across customer journey, survey channels, industries & sectors and departments

Solution use case
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?
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Solution use case
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.
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Solution use case
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.
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Solution use case
When to Use SMS or RCS
SMS or RCS? Here’s how to choose. SMS offers reach and reliability. RCS adds interactivity and rich, branded experiences.
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About CX

Theory, knowledge and background about CX and NPS in general

About CX
What is NPS?
What is NPS, the research behind and why it works so well. How to use and benefit from the NPS method across NPS, CSAT and CES.
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