Part 2 of 2Predictive NPS - How Loyalty Measurement is Changing with Rob MarkeyA powerful, insightful, revealing interview so packed with gems that I had to break it into two parts!Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0.In Part 2 (this episode):We discuss:
Rob’s definition of customer experience
The impact of digital transformation on CX
Why and how NPS will still play a role despite the emergence of technology
The evolution of NPS in a digital world
Is it moral and ethical to treat every customer the same? (hint - his answer may surprise you!)
Rob Markey Bio
Has led dozens of successful customer-centric transformations at large, global companies​
Creator of Bain’s approach to customer-centricity​
 Introduced Earned Growth through Customer Value Management in “Are You Undervaluing Your Customers,” Harvard Business Review, Jan-Feb 2020​
 Co-inventor of the Net Promoter System; co-author The Ultimate Question 2.0; Leader of Bain’s NPS Loyalty Forum​
Founder of Bain’s Customer Strategy and Marketing practice​
30+ years at Bain​
MBA, Harvard; BA, Brown​
 Ran 7 marathons and aspires to complete all the world majors by 2024
And by the way, happens to host his own podcast, The Net Promoter System Podcast