The Problem With Surveys. From NPS to Prediction: The Future of Customer Experience Adam Elliot

Are customer surveys still fit for purpose?

Adam Elliott, proven Customer Insight Director, Operational Excellence and CX Leader working with brands E.On, Aviva, National Grid joins Perry Fletcher in The Impact Room to explain why traditional survey-based metrics like NPS are becoming obsolete, how can we continue to base our customer strategies and roadmaps on so few survey results? And shares an alternative approach, predictive modelling, is this a better future.

This episode explores: • The collapse of survey reliability (1–2% response rates) • Predictive insight using operational and behavioural data • How AI and advanced analytics accelerate customer understanding • The organisational changes required to shift from reactive to predictive • Real examples from utilities, energy and financial services

Packed with practical value and strategic direction, this episode is essential listening for CX, Voice of Customer, Customer Insight, Operation Efficiencies and transformation leaders building the next era of customer-centric organisations.

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Follow Adam Elliott here. https://www.linkedin.com/in/adam-elliott-59a63a4/

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