In 1. Continued improving our NPS 360 program for better insights and actionability by integrating NPS competitive tracking information in rNPS (Relationship NPS) to provide more frequent and stronger insights, 2. Expanded on the NPS analysis by developing a proprietary enhancement to measure experience design performance, 3. Built frameworks and analysis capability to better understand customer needs and to identify and solve pain points, 4. Revamped the NPD (New Product Development) process, embedded the Voice of Customer and created stronger and differentiated value for strong market testing, 5. Advanced and codified journey mapping methodologies to analyze new and existing customer touchpoints.