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Module 4: Metrics & ROI: Linking Experience to Business Outcomes
1. The Problem with Traditional CX Metrics

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1. The Problem with Traditional CX Metrics

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.

Duration: 6:33

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Ren Fuller-Wasserman

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

Learn how to translate human sentiment into financial outcomes, build dashboards that highlight risk and opportunity, and tell stories with data that secure budgets and drive strategy.

4 lessons • 25 min

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1. The Problem with Traditional CX Metrics

2. Building a CX Dashboard That Execs Actually Care About

3. Telling a Story With Your Metrics

4. From Score to Strategy — Making Metrics Actionable

This bootcamp is co-produced withHoratio

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2. Building a CX Dashboard That Execs Actually Care About