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‘CX Pulse: Reviews and Surveys Between Emotion, Ethics, and Response Rates’ by Dr. Yazmín Michelle Rodríguez Benítez
A common belief at the heart of many feedback programmes is that if we deliver a strong customer experience and send a survey, the responses will follow. It sounds simple on paper, yet in reality, customer participation is far less predictable.
In this insightful piece, WiCX Inner Circle member and Author, Dr. Yazmín Michelle Rodríguez Benítez, explores the deeper forces that influence whether customers choose to share their voice at all. Drawing on her doctoral research and extensive industry experience, this article is a timely reminder that surveys never exist in isolation. They are shaped by psychology, culture, trust, and experience design.
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?
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