Your KPI Wake-Up Call: Time to Lead with Metrics That Matter

Unlock the power of data to make smarter decisions and exceed expectations. Mastering the data that drives decision-making isn't just about understanding numbers—it's about interpreting insights that lead to impactful strategies and measurable outcomes your entire executive team will appreciate. By honing your ability to analyze and communicate critical data, you'll deliver actionable results that solve real challenges while earning the confidence and trust of your leadership. Success begins with data mastery—and the ability to transform it into results executives can't ignore.

  • Master metrics that actually improve performance. Understand which data truly drives results and focus on actionable insights that lead to meaningful change. Avoid getting lost in the noise by zeroing in on metrics that matter to your business success.

  • Get clarity, confidence, and control over your data. Take the guesswork out of decision-making with clear, digestible analytics. Build confidence in your strategies by gaining full control over the data that fuels them.

  • Learn how to lead with numbers, not noise. Develop the skills to interpret data effectively and translate it into actionable strategies. Lead with purpose by cutting through irrelevant information and staying focused on what drives impact.

  • Use KPIs to drive strategy, not just report performance. Elevate your approach to KPIs by leveraging them to inform long-term strategy instead of treating them as simple reports. Use them to align teams and inspire data-backed decision-making.

  • Transform your CX data into leadership capital. Turn customer experience metrics into a powerful tool for demonstrating value and building credibility. Use these insights to not only improve processes but also influence leadership decisions and direction.

Turn CX Chaos Into Clarity with the Right KPIs

Stop guessing. Start measuring what actually matters.

    1. 📒 1.1 Customer Service Channels Explained

    2. 📒 1.2 Introduction to Customer Service KPIs

    3. 🧠 1.3 Practice Exercise: Channel Checkup - Optimizing Customer Service Channels

    4. ✔️1.4 Knowledge Check: Introduction to CX KPIs

    1. 📒 2.1 Key Customer Service KPIs

    2. 💼 2.2 Case Study: Zappos + KPIs

    3. 📒 2.3 Choosing the Right KPIs for Your Team

    4. 💼 2.4 Case Study: How AirHelp Used an Omnichannel Strategy to Transform Customer Service

    5. 🧠 2.5 Practice Exercise: KPI Mastery for CX Success

    6. ✔️ 2.6 Knowledge Check: Understanding Customer Service Channels

    1. 📒 3.1 KPIs Agents Control vs. KPIs Managers Drive

    2. 🧠 3.2 Practice Exercise: KPI Accountability Mapping – Who’s Driving Results?

    3. 📒3.3 KPIs for Executives

    4. 🧠 3.4 Practice Exercise: Executive KPI Translator – Turn Metrics into Strategic Insights

    5. ✔️3.5 Knowledge Check: KPI Accountability

    1. 📒 4.1 Setting the Stage for KPI Rollout

    2. 📒 4.2 Communicating & Training for KPI Success

    3. 📒 4.3 Monitoring, Coaching & Optimizing KPIs

    4. 🧠 4.4 Practice Exercise: KPI Focus Toolkit for CX Leaders

    5. ✔️4.5 Knowledge Check: How to Roll Out new KPIs

    1. 📒 Mastering CX Metrics

    2. 📖 Download Your Workbook

About this course

  • 22 lessons
  • 0.5 hours of video content
  • $59 for 30 days