Beyond NPS: What High Performing CX Leaders Do Differently

You’re doing what every CX playbook tells you to do. You run NPS surveys, watch CSAT scores like your holy grail, keep a close eye on customer sentiment… and yet, customers still churn silently. The churn feels stubbornly unpredictable and the revenue impact feels almost inevitable.

While many organisations measure loyalty of customers, the best-performing teams operate differently.

They move beyond score-based programs and adopt signal-based operating models where real-time data drives faster decisions, stronger governance, and measurable commercial outcomes.

In this focused 30-minute session, we explore what high performing CX leaders are doing differently and how you can apply the same principles inside your organisation.

By the end of the session you will know how to:

• Identify the four signal layers high-performing teams monitor

• Detect revenue leakage and churn risk before it surfaces in NPS

• Translate CX signals into clear, accountable actions

• Shift from loyalty measurement to value management

This is a practical blueprint designed specifically for the realities of the ANZ market.

Who should attend?

Chief Experience Officers, Heads of Customer Success, Service Operations and Contact Centre Leaders, COO, Chief customer officer, Digital Experience managers, and senior executives responsible for customer strategy, retention, and commercial performance.