The New Listening Imperative: Why It’s Time for CX to Move Beyond NPS

When we gathered in Berlin for the Women in CX Moving Beyond UnConference in September, our EMEA community raised a clear warning: NPS is no longer enough. Not in a world where customer journeys are nonlinear, experiences are increasingly AI-mediated, and feedback flows from every direction in real time.

When we brought the conversation to Miami for our US edition, the message only amplified. The American perspective added urgency — a sense that organisations may be drowning in data yet still starved of understanding. And behind all the dashboards, pie charts and weekly reports sits the same universal question: How can one number possibly represent loyalty, emotion, complexity or truth?