Customer Experience Metrics That Matter to This CX Leader

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.