Harald Gracholski

High-performing CX organisations move beyond treating NPS as a score owned by a single function. Instead, they operationalise it as a management system that drives accountability, decision-making, and measurable business impact. In this session, Harald shares how Vodafone transformed NPS from a high-level metric into a data-driven operating model. By building a robust data framework that links operational KPIs to customer outcomes, the team successfully embedded CX responsibility across business units, from marketing and sales to networks and operations.

Learning Objectives

• Understand how to transition NPS from a reporting metric into a cross-functional management system

• Identify how to use data models to uncover CX drivers and link them to operational KPIs

• Explore strategies to embed accountability for CX across multiple business functions

Key Takeaways

• A framework for linking NPS to operational performance drivers

• Methods to align teams and distribute responsibility for customer outcomes

• An approach to tracking CX impact through structured governance