Do You Know What the Board Actually Wants to Hear?

When presenting to executives, numbers alone aren’t enough—you need to tell a story that drives business decisions. Board members want clarity, relevance, and insights that connect KPIs to company goals. Show how metrics reveal opportunities, highlight trends, and align outcomes with the company vision. A well-framed narrative can turn your next presentation into a powerful decision-making tool. Master the skill of delivering actionable insights and speaking the boardroom's language.

  • Understand exactly what your board and C-suite care about when it comes to CX. Knowing your audience is key—learn to identify the customer experience priorities that resonate most with your executives and align with their strategic goals.

  • Get a repeatable framework for crafting your executive CX update deck. Effortlessly create professional and structured presentations with a proven framework that can be reused for consistent, impactful results.

  • Learn how to tie KPIs to business impact and tell a compelling story. Discover how to connect customer experience metrics to tangible outcomes, like revenue growth or customer retention, while leveraging narrative techniques to make your insights memorable.

  • Stop over-explaining metrics and start driving strategy. Replace overly technical explanations with meaningful insights that inspire action, helping your board make informed, forward-looking decisions.

  • Walk away with your first board-ready CX deck and feedback template. By the end of this session, you'll have a polished presentation, along with a feedback template to refine your future updates and continuously improve.

From Metrics to Meaning: Deliver CX with Executive Impact

Turn data into decisions with crystal-clear updates.

    1. 📒1.1 Welcome to Mastering Executive KPIs

    1. 📒 1.1 Understanding & Leveraging Net Promoter Score (NPS)

    2. 🧠 1.2 Practice Exercise: Understanding and Using Net Promoter Score (NPS)

    3. 📒 1.3 Understanding & Using CSAT (Customer Satisfaction Score)

    4. 🧠 1.4 Practice Exercise: Understanding and Using Customer Satisfaction (CSAT)

    5. 📒 1.5 Customer Effort Score (CES) & Supporting Metrics

    6. 🧠 1.6 Practice Exercise: Measuring & Presenting Customer Effort Score (CES)

    1. 📒 1.7 Understanding & Using Repeat Contact Rate (RCR)

    2. 🧠 1.8 Practice Exercise: Reducing Repeat Contact Rate (RCR) for Better CX & Efficiency

    3. 📒 1.9 Understanding Cost-to-Serve per Customer

    4. 🧠 2.0 Practice Exercise: Understanding & Applying Cost-to-Serve per Customer

    1. 📒 2.1 Managing Customer Escalations & Regulatory Complaints as Executive KPIs

    2. 🧠2.2 Practice Exercise: Managing High-Risk CX KPIs

    3. 📒 2.3 Identifying & Presenting Top 3 CX Themes from Customer Feedback

    4. 🧠2.4 Practice Exercise: Identifying & Presenting CX Feedback Themes

    1. 📒 3.0 How to Structure Your Board Presentation

    2. 🧠 3.1 Practice Exercise: Presenting CX KPIs to the Board

    3. ✔️ 3.2 Knowledge Check: How to Update The Board

    1. 📒 Reporting CX Metrics to the Board — What to Know and Do Next

    2. 📖 Download Your Workbook

About this course

  • 20 lessons
  • 0.5 hours of video content
  • $99 for 30 days