Fiona joins Tom & Bob on the show to discuss the ingredients of a good CX KPI, the arguments for and against NPS as a KPI, how to validate the right KPI or KPIs, and how to improve a KPI once you've chosen one.  #cx #customerexperience #cxofmradio #thetom&bobshow

Fiona joins Tom & Bob on the show to discuss the ingredients of a good CX KPI, the arguments for and against NPS as a KPI, how to validate the right KPI or KPIs, and how to improve a KPI once you've chosen one. #cx #customerexperience #cxofmradio #thetom&bobshow

Fiona joins Tom &amp; Bob on the show to discuss the ingredients of a good CX KPI, the arguments for and against NPS as a KPI, how to validate the right KPI or KPIs, and how to improve a KPI once you've chosen one. &nbsp;#cx #customerexperience #cxofmradio #thetom&amp;bobshow

Fiona Moss - Head of CX Global Analytics Team, Ipsos

The Tom and Bob Show joins Tom DeWitt, Ph.D. the Director of CXM@MSU and Bob Kiple, MBA, a retired General Motors Global Customer Experience Strategist for interviews and discussions about topics in the world of customer experience management. Tom and Bob also serve as leaders of CX of M, Michigan's Association of Customer Experience Professionals.

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Fiona Moss - Head of CX Global Analytics Team, Ipsos

Fiona Moss - Head of CX Global Analytics Team, Ipsos