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Lesson 1

1.1 From Customer Experience Strategy to Measurement

1.2 What Is a CX KPI?

1.3 Metrics, Measures, and KPIs: Understanding the Difference

1.4 Leading and Lagging Indicators in Customer Experience

1.5 Selecting KPIs for Different CX Objectives

1.6 Building a Balanced CX Measurement Framework

1.7 Reporting Customer Experience Performance

1.8 Common Mistakes in CX KPI Selection and Reporting

Customer Satisfaction, NPS, CES and Other Core Metrics

2.1 Measuring Customer Experience Through Different Lenses

2.2 Customer Satisfaction (CSAT)

2.3 Net Promoter Score (NPS)

2.4 Customer Effort Score (CES)

2.5 Other Meaningful Customer Experience Metrics

2.6 Choosing the Right Metric for the Right Question

2.7 Interpreting CX Metrics in Context

2.8 Common Limitations and Misinterpretations of CX Metrics

Churn Prediction Using Metrics

3.1 From CX Measurement to Customer Analytics

3.2 Understanding Customer Lifetime Value

3.3 Factors That Influence Customer Lifetime Value

3.4 Understanding Customer Churn

3.5 Identifying Signals of Churn Risk

3.6 Using Data to Predict Customer Churn

3.7 Connecting Customer Behavior to Future Value

3.8 Limitations and Responsible Use of Predictive Analytics

Linking CX Metrics to Business Performance

4.1 Why CX Measurement Needs a Business Context

4.2 Connecting Customer Experience Metrics to Business Outcomes

4.3 From Customer Metrics to Organizational Performance

4.4 Identifying Relationships Between CX and Business Results

4.5 Building a Meaningful CX Performance Story

4.6 Using CX Reporting to Support Business Decisions

4.7 Avoiding Misleading Connections Between CX and Business Performance

Setting Benchmarks and Goals for Improvement

5.1 Why CX Performance Needs a Reference Point

5.2 Internal Benchmarks

5.3 External Benchmarks and Industry Comparisons

5.4 Setting Meaningful CX Targets

5.5 Balancing Ambition and Achievability

5.6 Tracking Progress Against CX Goals

5.7 Reviewing and Updating CX Targets

5.8 Using Measurement to Drive Continuous Improvement

Module 4: Measurement & Key Metrics

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