Stop treating NPS as a vanity metric—use AI to go deeper.

Net Promoter Score (NPS) is everywhere in CX dashboards, but let’s be honest: on its own, it only tells you what customers feel, not why.

It’s a sentiment snapshot—helpful, but one-dimensional.

The real value comes from harnessing AI-powered text and speech analytics to dive into the open feedback behind the scores. 

That’s where driver-level insights emerge, revealing root causes and surfacing trends at scale. With the right AI tools, we go beyond “Would you recommend us?” and actually understand motivations, frustrations, and unmet needs.

Better metrics:

•  AI-based driver sentiment & topic modelling from verbatim feedback

•  Predictive activation and retention cohorts, not just NPS movements

•  AI-augmented churn forecasts tied to revenue, not just satisfaction scores

How is AI changing your CX measurement approach?

Would love to hear about the tools or frameworks you’re trying—or wish existed.