The Fini Podcast: Why NPS Is Lying to CX Leaders | Zack Hamilton

Zack Hamilton has spent over two decades advising more than 200 retail brands including Macy's, Sephora, Home Depot, and Coach. His message is blunt: most CX programs get defunded not because they fail, but because they become irrelevant to the business.In this episode, Zack breaks down why NPS creates dangerous false confidence, how to build a one-page business case that actually gets funded, and why most AI in customer support is just "automation of mediocrity": solving the same tickets over and over without fixing the upstream friction.His advice for CX leaders: stop managing dashboards and start driving decision velocity.