On-Demand Webinar

Beyond NPS: Measuring the voice of your customer in an AI-driven world

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About this webinar

Metrics matter when it’s not business as usual. As organizations continue to operate in dynamic environments, measurement and mindsets must change in order to meet and exceed customer expectations. Now the yardstick by which brands measure themselves, customer experience must be personalized and holistic.

Existing indicators like NPS® and CSAT offer a limited and lagging view of customer sentiment, especially during an emergent crisis. Combining these measures with AI-driven, voice of the customer solutions such as speech-to-text, survey, email and chat solutions enable organizations to capture in real time the true voice of the customer.

In this webinar, learn how artificial intelligence and voice of customer solutions help businesses gain deeper and contextual understanding of customers and support efforts to create personalized and tailored experiences.

In this webinar you will learn how to:

  • Implement a customer experience measurement makeover with AI and real-time voice of customer solutions.
  • Adopt AI-based best practices to improve the overall customer experience.
  • Improve key business metrics (such as NPS® and CSAT) to minimize churn and optimize customer interactions.
  • Employ AI and machine learning to identify call drivers, product trends and save costs.
  • Leverage customer keyword and entity extraction practices in crisis times for deeper insights.


Tim Schuh, President – Digital Strategy

Timothy A. Schuh
Digital Strategy,
HGS Digital

Photo of Yasim

Yasim Kolathayil
Data Engineering and Data Science,
HGS Digital

Photo of Chris Featherstone

Chris Featherstone
Business Development Lead,
AI Services/Intelligent Contact Center,

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Awards and recognitions

HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.

Gartner award, elsonHall award, Excellence in Customer Service award 2022

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