{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Ep.46: Dominick Hoffman, Lazada Group (Alibaba)","description":"Dominic Hoffmann, the Chief Customer Experience Officer of Lazada Malasia of the Lazada Group of the Alibaba Group joins us and shares that NPS might not be the definition of success as it\u2019s currently widely understood. That said, Dominic does agree that it\u2019s one of the most important KPIs to measure the customer experience. The organization even uses it as a basis for incentives. But for the customer experience practice you need to see it from a different angle. Don\u2019t utilize NPS as a blunt object. The goal for CX is to unpack NPS to understand what it entails and how it\u2019s recipe might have changed from one year to the next or over the lifetime of the organization. ","author_name":"CX Network","author_url":"http:\/\/cxnetwork.b2biq.libsynpro.com\/website","html":"<iframe title=\"Libsyn Player\" style=\"border: none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/6261260\/height\/90\/theme\/custom\/thumbnail\/yes\/direction\/forward\/render-playlist\/no\/custom-color\/88AA3C\/\" height=\"90\" width=\"600\" scrolling=\"no\"  allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen><\/iframe>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/item\/6261260"}