The NPS-boosting reinvention of ASOS customer care

Joseph Vassie, head of insight and analytics at, explains how the ecommerce giant leveraged live chat to add 50 points to its NPS

At InMoment’s CX Elite Awards in September, ecommerce giant took home the trophy for Best CX Impact. The category recognized an organization that has demonstrated ROI through CX Initiatives to show value in their programme and positively impact business results.

One of three winners at the awards, other categories were presented to M&S Bank and Primark.

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