NPS—the CX Catalyst at Novozymes

Adam Dorrell sits down with Per Braginski, Director of Insights at the Danish-based Novozymes, a world leader in bio-solutions, in a special “on-site” episode. This is a company that operates behind the scenes, as a supplier to well-known brands, including many CPG companies. Process and quality is all-important, not just in product but also in their customer relationship domain. 

Per shares how they manage Customer Experience, and measure Net Promoter at Novozymes. The Scandinavian commitment to transparency is shown here: NPS results are published in the annual report - currently, it’s 69. 

He also explains the importance of follow-up in the business, and how they ensure a consistently high response rate. 

If you are in B2B manufacturing this is a must-listen masterclass in how to run a top-quality CX program.