Monetising NPS to drive investment in CX: How monetising NPS helped LATAM Airlines take CX

André D’Abreu, Heitor Torres, Dana DiGregorio and Shane Baxendale

LATAM Airlines Group, an airline holding company, launched a three-stage research programme to provide insights into expected return from investment in CX.

The volatility of the airline business – navigating oil prices, the environment, exchange rates, etc. – makes CX investment decisions very challenging. Monetising NPS and creating a calculator to identify economic return enabled us to gain buy-in for

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