Customer Experience Metrics Masterclass

In this Customer Experience Metrics Masterclass, we will cover the What, Why, and How of customer experience measurement and metrics. We’ll cover the big three customer experience metrics; NPS, CSAT and CES and will break down the good the bad, and the basic examples of CX leaders in addition to creating your own KPI framework. By the end we will have you answer the inevitable question from your manager: “Show me the money! How does customer experience relate to revenue? What is the ROX?” Be ready to buckle down for this hands-on session!

This online masterclass will be held on Zoom

Customer Experience Metrics Masterclass

You can't improve something if you don't know there is a problem. This is where measurement is crucial! If you can't measure something, you can't understand it. If you can't understand it, you can't control it. If you can't control it, you can't improve it.

Within measurement, you find the nuggets of gold, also known as the right metrics, which quantify the quality of your CX in a consistent manner across the organization. It puts CX at par with more traditional business metrics such as sales and profitability.


  • What and why of CX Metrics, KPIs and KRIs

CX KPI Framework

  • The big three: NPS, CSAT and CES, you either love or hate them.
  • Description, perception, and outcome KPIs > how to use them for advanced analyses
  • How to build a CX KPI pyramid: from strategic to operational level
  • Put up your dukes: crafting your very own KPI framework

Linking CX Initiatives to revenue

  • Focus first? Which experience drivers impact NPS most
  • Making money: How to link NPS to revenue and profit
  • Putting into place your own CX Business case

Our way of working

To ensure an optimal learning experience session, the Masterclass is followed up with a 1 hour personal coaching session, in which we can expand on Customer Experience in your field or discuss any other CX related topic.

The online Masterclass will be held with Zoom and we will use MIRO, an online collaboration platform.

Are you ready for an unrivaled experience?

Do you want to get the ins & outs of Customer Experience, get inspired and activated by us to create distinctive experiences yourself?

Then this masterclass is for you! You can register via our form on this page or contact us at


Peter Verheijde

Peter is a passionate and certified Customer Experience professional (CCXP), working over 25 years in this exciting field. With his roots in customer research,  both at agency as in company, he has a strong customer focus in everything he does. Within his professional journey he worked on all major CX areas. He gets energy from connecting to other people and turning key insights into practical solutions and better experiences.


Thirza Schaap

Thirza sometimes jokingly calls herself a CX and Human Centered Design fanatic and there is definitely a truth in that. She has over 15 years of experience in the Customer Experience field and has helped create better customer & employee experiences at KLM, Dutch Railways, Guidion and the Dutch Ministry of Foreign Affairs. Thirza’s mantra is “never trust your assumptions” and she loves it when she has empowered people to see how they can truly create better experiences. 

Apply for this masterclass

The price for this masterclass is € 299,- excl. VAT