The Blog

Choosing NPS software in 2026 is harder than it should be, every vendor claims everything, and the differences only show up months in. Here's what actually matters: survey customisation, distribution channels (email, SMS, in-app), segmentation, real-time analytics, and the integrations that wire NPS into your CRM and helpdesk. With a comparison of the top providers, what's changed in the vendor landscape, and why the feature checklist rarely predicts whether the programme survives its first year.

Customer Success Manager job ads have exploded over the last decade, but the role still means something different in every company. Here's what a CSM actually does, why subscription businesses can't live without one, and the KPIs that tell you whether yours is working.

How good is your NPS? It's the question every CX leader gets asked, and the one with the answer people want to hear least. Here's why external benchmarks are mostly useless, and the two approaches that actually work.

More people name "getting management buy-in" as their biggest NPS roadblock than any other issue. The fix isn't more passion; it's a quantified business case that puts NPS on the same financial footing as operations' next phone-system business case. Here's how to build a rock-solid Net Promoter business case across sales lift, loyalty, and cost savings, backed by external evidence and real client numbers.

Search for how to set NPS targets and the internet is near-unanimous: set SMART goals, cascade them to teams, put a slice in the bonus. Half of CX teams do exactly that. In our experience it backfires; the score gets gamed, intrinsic motivation dies, and the customer experience quietly gets worse. Here’s the evidence, and the approach that actually moves the number.

Most contact centres see service as a cost line and sales as a separate team. That separation leaves money on the table, good service is one of the cheapest sales channels a business has. Here are six ways to use service to lift sales and cut costs at the same time, including a real FMCG example where four query categories explained 70% of inbound.