Experian’s Net Promoter Journey: Let the Data Be Your Guide

How far will your Net Promoter Journey have taken you in 10 years? What milestones will you have celebrated, and what storms will you have weathered? Experian already knows. Since the launch of its program 10 years ago, the company has undergone leadership changes and has endured a continuously changing business environment, including the challenging 2008 financial crisis. In this session Sandy and her colleague Laura DeSoto will share the current state of Experian’s program, talk about lessons learned along the way, and most importantly share their perspective as business leaders on how using Net Promoter data to guide their day-to-day operations. Leave with a better understanding of how to engage business leaders by giving them an opportunity to see the benefits of using customer feedback to guide their operations.
 

TABLE TALK

Strike Up a Conversation

When you meet Sandy in person, strike up a conversation! Here are a few insights to get you going:
 

• Seven-word advice for CX success: Be bold and challenge the status quo!
• Learn this from your peers: Practical application of CX best practices.
• Top tip for raising the profile of CX: Executive support and buy in is critical.
• Most formative prior job experience: Call center agent – nothing is more impactful than talking to your upset customers.
• Common CX career mistake: Being unwilling to move ahead without having all the answers upfront.
• Talk to me about: Great places to travel and book recommendations.
• Life-long passion: I am a huge hockey fan. I also have a passion for gardening and landscaping design.