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.
25m
4 lessons
INTERMEDIATE
Instructor
Ren Fuller-WassermanAbout This Course
Stop playing defense with your data. In this masterclass, Ren Fuller-Wasserman (Sr. Director of CX at Tushy) reveals how to move beyond "vanity metrics" like NPS to build a measurement model that the C-suite actually respects. You’ll learn how to translate human sentiment into financial outcomes, build dashboards that highlight risk and opportunity.
What You'll Learn
- Practical frameworks you can apply immediately
- Real-world strategies from industry experts
- Step-by-step guidance with examples
- Downloadable resources and templates
Course Content
4 lessons • 25m total
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.
6:332. Building a CX Dashboard That Execs Actually Care About
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.
5:553. Telling a Story With Your Metrics
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.
5:374. From Score to Strategy — Making Metrics Actionable
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.
7:38
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