Module 4: Metrics & ROI: Linking Experience to Business Outcomes

High scores don’t equal success. Ren Fuller-Wasserman explains “metric myopia” and how to balance sentiment metrics with real behavioral outcomes like churn and retention.

Build dashboards that drive decisions. Learn the four layers of a strategic CX dashboard and how to tailor insights so every team sees what matters most.

Data needs a story. Ren shares a 5-part framework to turn metrics into compelling narratives that align teams and drive action at every level.

From metrics to strategy. Discover how to use experiments, case studies, and CX data to prove ROI and drive retention, revenue, and real business outcomes.