Customer Experience (CX) Metrics and Strategies

Get started here with a “data-first” learning experience in CX Metrics and Strategies (hint – it’s not just about the numbers!).

This course is part of the Customer Experience Strategy & Fundamentals Micro-Cert, which rolls up into our Customer Engagement and Marketing Foundations Associate: Professional Development Program.

Are you in one of the states in which Newstate University offers full credit-bearing certificates and degrees? If so, you can apply these towards your university certificate or degree. All of your learning counts at Newstate U.

This essential micro-course cuts through the noise of data analysis, offering a clear and practical guide to the key performance indicators (KPIs) and strategies of Customer Experience (CX). Whether you are defining metrics like NPS or implementing improvement strategies, this course lays the groundwork for using data to drive business outcomes.

You’ll explore the vital role of measurement in CX—moving beyond simple tracking to strategic analysis—and develop the skills to utilize contemporary tools and systems to enhance customer satisfaction.

🧠 You’ll gain a solid understanding of:

• Key KPI metrics associated with CX, including Customer Effort Score (CES), Net Promoter Score (NPS), and customer satisfaction
• How to utilize CX measurement tools to analyze business outcomes
• Strategies to enhance customer satisfaction
• Contemporary tools and systems for managing CX

By the end of this micro-course, you won’t just know about CX metrics—you’ll be able to measure and apply them effectively to drive meaningful business improvements.

🏆 Competency:

Competency 3: Define and measure key CX metrics and apply CX strategies to enhance customer satisfaction and business outcomes.

🎯 Learning Objectives:

1. Define key KPI metrics associated with CX, including Customer Effort Score (CES), Net Promoter Score (NPS), and customer satisfaction.
2. Utilize CX measurement tools to analyze business outcomes.
3. Explore CX strategies to enhance customer satisfaction.
4. Explore contemporary tools and systems for managing CX

You have an AI coach built into your course, so you can learn while doing. Start here, and build the confidence to lead with clarity and deliver results that matter.