financial-services

I can’t take seeing yet another article extolling the virtues/lambasting the shortcomings of NPS. So I want to lay it all on the table – the pros and the cons – and try to offer a balanced assessment.

In an age where customers have seemingly infinite choice and near-instant access to alternatives, how a business delivers is often just as important as what it delivers. That’s where Customer Experience (CX) comes in.

Some marketers display a near-religious devotion to Net Promoter Score (NPS) , while others display an equally devout opposition and adopt an anything-but-NPS mantra. Both sides do the field a disservice.

The insurance industry has always been about protection—of homes, cars, health, and futures. But in 2025, it’s about something else too: connection. And no, not the metaphysical kind—though that’d be fun. We’re talking about customer connection, the kind that turns policyholders into loyal advocates and skeptics into lifelong fans.

The value of a company – your company – is best measured in terms of the current and future value of cash flows from customers. This makes customers your most prized asset.

Churn is approaching crippling levels, and customer acquisition costs are spiraling out of control. Boosting customer lifetime value through improved retention and cross-selling/upselling must be the top priority.

For senior executives overseeing IT operations, the challenge has shifted from simply keeping systems running to leveraging support functions as strategic assets that directly impact business performance and customer loyalty.

Many B2B firms have fewer than 10,000 customers, with some under 1,000 or even fewer. Small customer populations make it difficult to gather sufficient feedback for reliable statistical analysis.

Let’s get one thing straight: payment services isn’t just about moving money anymore. It’s about moving people—with speed, trust, and experiences that don’t make them want to switch apps mid-transaction.

Let’s get real: just about every company says they care about customer experience. Some even scream it in their ads. But caring is not doing. And doing is not doing well.

Customer Experience is a science. CX isn’t a “hard” science like chemistry or physics because people don’t behave like chemicals or atomic particles. But CX – or at least CX done right – is systematic in measurement, design, and application and sits squarely in the domain of the social sciences.

We’ve always said that everyone owns the customer experience. But let’s be real—when the customer is mad, they’re not calling the product team, or marketing, or Gary in procurement.