Stephen Hewett

Everyone's measuring. Few know why the number moved. Gartner: just 4% of customer service orgs hit expected AI ROI. The gap is not tools. It is proving needs were met. Link on LinkedIn #CX

Away from Clearcast, CNS is my own project. CX this week:1. Gartner: only 4% hit expected AI ROI2. EY: top firms put CX first for AI3. Deloitte: personal AI agents are calling brands Which measure still assumes every contact is human?customerneedssolution dot com/scorecard

NPS tells you how the relationship feels. NetCNS tells you which needs are driving it. That's why I call NetCNS "to operations what NPS is to marketing". Use both. New LinkedIn article today. customerneedssolution dot com/scorecard

I've never met a CEO who wanted "better CX" for its own sake. They want profit, resilience, a better life for their people and a more ethical business. Every one runs through customer needs. Which matters most to your board right now? customerneedssolution dot com/scorecard

Heading to CX Vision 2035 today with one thought: when someone asks an AI tool "who can help me with this?", the answer is a referral. It goes to whoever clearly knows what customers need, not whoever guessed the best keywords. New article, link in my bio and on LinkedIn #CX

Next Thursday I'm at #CXVision2035 at Wembley with my Clearcast colleagues Mark Hynes and Ollie Buck, exploring what it really means to put customers' needs at the centre of everything we do. Come and say hello! #CX #Clearcast

Your score tells you something changed. The need tells you what. The driver tells you why. In one data set I coded (nearly 10,000 driver codes), the top two were empathy and efficiency, not price. Could you name the driver behind your last score move? customerneedssolution dot com/scorecard

Who owns your renewal? If the answer is unclear, so is your CX. 5 firms named CCOs in Oct; renewals landed with the CRO at Ivanti, the CCO at Horizon3, unstated at Darktrace and Noma (Kihon Labs). Own the renewal, own the needs. customerneedssolution dot com/scorecard

CNS is my own project, separate from my Clearcast day job. CX reads this week: 1. 63% can tell fast if a brand's AI knows its stuff 2. Deflection can be a "false win" 3. ICS: be open about AI governance Which measure shows a need was met? customerneedssolution dot com/scorecard

Alongside Clearcast: recirculating 2023 data — no correlation between NPS and churn risk across 265k recurring-revenue companies. NPS isn’t loyalty. Meeting needs is. Your NPS Moved. Why? Paperback ASIN B0HPF1FNP5 · customerneedssolution dot com/book

#Ad For CX surveys that dig into what customers need (not just a score), SurveyMonkey is worth a look → get dot surveymonkey dot com/66we8yquv9mr (affiliate)

Alongside Clearcast: 96% of CX leaders think AI→human handovers keep context. 83% of customers still repeat themselves. Company CX ≠ customer CX. Fix the need, not just the channel. Your NPS Moved. Why? Paperback ASIN B0HPF1FNP5 · customerneedssolution dot com/book

CX budget: fix basic needs cheaper first, then innovate on wants. Where's your effort going this year? Book launch list — first 5 free ebook: customerneedssolution dot com/book customerneedssolution dot com/subscribe

#Ad For CX surveys that dig into what customers need (not just a score), SurveySparrow is worth a look → join dot surveysparrow dot com/a3o4bm0eucg7 (affiliate)

Alongside Clearcast, one CX board stat that stuck this week: only 4.5% of B2B NPS programmes measure financial impact; 74% can’t state any revenue link. The score isn’t the strategy — meeting needs is. Your NPS Moved. Why? Paperback ASIN B0HPF1FNP5 · customerneedssolution dot com/book

NetCNS: −100 to +100 on how well needs are met, weighted by how customers feel when they're not. When it moves, you know which needs moved it. LinkedIn article today. Book list — first 5 free ebook: customerneedssolution dot com/book customerneedssolution dot com/scorecard

Your NPS moved. Why? My practical CNS book is now on Amazon — Kindle and paperback. Search Your NPS Moved Why — Kindle ASIN B0HPFJWQCS · paperback ASIN B0HPF1FNP5

Ask the board, CX and front line what customers need — often three answers. CNS gives one language. Would your board's list match the front line's? Book launch list — first 5 get a free ebook: customerneedssolution dot com/book customerneedssolution dot com/subscribe

Day job at Clearcast, evenings on CNS. CX reads this week: 1. 58% quit a brand after 2 bad experiences or fewer 2. Ipsos: AI efficiency isn't winning customers over 3. Albertsons: fewer initiatives, more consistency Which rings true? customerneedssolution dot com/subscribe

In CNS every need gets two scores: how well it's met and how customers feel when it isn't. Really angry? Core need. Don't give it a second thought? Not a need. Which of your customers' needs would make them really angry if you got it wrong? customerneedssolution dot com/subscribe