Case Study

Australian Telco Moves Beyond Chasing Numbers to True Experience Improvement

Many businesses can relate to the idea of chasing an NPS score. In fact, when it comes to dashboards and reporting, NPS is usually the biggest number on the page, prominently shown front and centre. This means executives are typically fixated on the score, instead of understanding the “why” behind the numbers—but where are the actual opportunities for improvement?

Teaming up with InMoment in 2017, this telco deployed a best-in-class experience improvement program that unlocks the action points behind customer insights. The result? This telco has seen account contracts rate soar and the highest NPS rates in three years.

Download the full story to learn the five tactics this telco used to pioneer a positive culture!


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