Periodic NPS tells you how a customer felt on the day they answered, usually too late to matter. Most health scores, meanwhile, only watch behavior.

In this session, Eylul Nowakowska Beyazit (Survicate) makes the case for checking customer pulse continuously instead of surveying once a quarter. Then, with Irina Vatafu (Custify), they show how to build that live sentiment into your health score so it actually reflects churn risk.

You'll see the account types this catches that a usage-only score misses: the customer still logging in but quietly souring, the 'everything's fine' account that never found value, the healthy logo that lost its champion. You'll leave with a CX program overhaul playbook to run it in your own stack.