Customer Experience Metrics That Matter to This CX Leader

CX Decoded By CMSWire

Melissa Henley, an experienced CX leader at Luxion, the company behind KeyShot 3D software, explores the vital aspects of both customer and employee experiences. In this latest podcast with CMSWire's CX Decoded, Melissa, a CMSWire Contributor, identifies two core metrics that CX leaders should prioritize: churn and net revenue retention (NRR). Melissa elaborates on the significance of these metrics in evaluating customer satisfaction and cultivating a loyal customer base, emphasizing the importance of a keen focus on these numbers for a company's success.

Additionally, Melissa addresses the crucial role of data in CX leadership. She asserts that proficiency in working with data is essential for success in the CX field. And just as Archimedes needed to perfect his measurement techniques to resolve the king's quandary, in the world of customer experience, mastery of the right metrics can lead to those elusive, yet sought-after "Eureka!" moments.