Resources
The NPS® Loyalty Forum
The NPS® Loyalty Forum
Become a member of a global network for pioneering customer-centric leaders.
Globally organized by Bain & Company since 2006, the NPS Loyalty Forum is an intimate community of CX professionals and Bain experts dedicated to sharing knowledge and advancing best practices. Our goal is to help leaders achieve true CX transformation in a fast-changing business landscape.
The Loyalty Forum is designed to help customer-centric senior executives:
- Understand the seismic shifts impacting the CX playbook
- Gain new insights to accelerate the progress of their organization’s CX transformation
- Establish and share best practices and benchmarks
- Hear inspiring success stories from their peers
- Network and build alliances with peers facing similar challenges
The Loyalty Forum isn’t just a place to discuss CX measurement--it’s a place to test and grow the broader customer strategies that will turbocharge your organization’s growth. From distinctive value propositions and purpose-driven experiences to personalized engagement and proactive experience management, we cover the full spectrum of topics essential to customer-led growth.
Membership of the NPS® Loyalty Forum gives you
Membership of the NPS® Loyalty Forum gives you
In-Person Events
Relationships & experience sharing are everything. The NPS Loyalty Forum fosters meaningful connections and exclusive CX transformation learnings.
Bain CX Mentors
For a deeper learning experience, engage one-on-one with expert CX mentors and get coaching from experienced Bain practitioners.
Exclusive, Intimate CX Community
Build your skills, network, and expand your leadership skillset by connecting with trusted CX executives navigating the same seismic shifts.
Women in Leadership summits
Promote, empower, and inspire executive women in customer leadership roles. We hold dedicated half-day events that foster meaningful connections, share insights, and promote diverse leadership.
Testimonials
Testimonials
Member Meetings
Member Meetings
Participation in Forum meetings is one of the most important ways our members can accelerate progress in customer experience and loyalty programs. They provide a structured venue for the members' most senior customer-centric executive. Each meeting focuses on specific issues central to successful customer experience programs and introduces the latest thinking on innovative strategies and technology, presented by subject matter experts, including Bain partners and other members.
For companies looking to adopt a new CX playbook for this unprecedented era of competition and customer expectations, Bain’s Loyalty Forum provides unmatched and exclusive access to best practices.
Upcoming Forums
Forum Leadership
Joanna Zhou Practice Director Dallas
Frequently Asked Questions
FAQs
If your question is not answered here, please contact us.
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How does the Loyalty Forum operate?
We hold four in-person meetings per year and a number of interim online meetings on topics of particular interest to forum members.
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Where are the meetings held?
Forum meetings are typically hosted by member companies at their headquarters. We hold two events in North America and two in Europe each year.
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How are the meetings structured?
Based on feedback from our members, our four primary meetings typically take place over the course of two days with the total meeting time covering a day and a half.
Meeting content is based on input from our members. Typically, we spend a fair amount of time discussing our host company, including a session with the CEO, a presentation from the forum member, and a frontline panel. There are two or three best-practices presentations by Forum members, a presentation by a Bain partner from the Customer Strategy & Marketing practice, and a significant amount of moderated discussion on a plethora of customer-growth focused topics. Discussions focus on best practices; how to listen, learn, and act on feedback; advanced practices to personalize and deepen individual customer engagement; and many related topics.
Attendees have many opportunities to interact, both during the course of the meeting and informally during breaks and over cocktails and dinner.
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Which companies are Loyalty Forum members?
Companies that are focused on customer value, CX transformation, and CX as a function are great fits for the Loyalty Forum, regardless of how they may be using NPS as a metric.
We are happy to share a relevant list of past and current members upon request. Please contact Erin.Wallace@Bain.com.
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I am interested in exploring Loyalty Forum membership. What is the process for moving forward?
We love to hear this. Please direct any membership interest or questions to Erin.Wallace@Bain.com. Erin will arrange a call to discuss your interest and, if appropriate, invite you to participate in an upcoming Forum meeting on an exploratory basis.
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Is there a fee for attending an initial meeting?
No. The Loyalty Forum does not charge a fee for attending a first meeting on an exploratory basis. This initial meeting affords a mutual opportunity for existing members and the candidate member to evaluate whether membership is appropriate.
Become a Member
Become a Member
If you are interested in joining the Loyalty Forum please reach out to Erin.Wallace@Bain.com. Erin will arrange a call to discuss your interest, share further details (include membership cost), and, if appropriate, invite you to participate in an upcoming Forum meeting on an exploratory basis.
Note that members can designate up to two named executives as participants in the Forum. A typical example would be a (senior) vice president with a mandate for improving CX and creating promoters of the business and a C-1/2 executive of a business unit with significant customer impact.