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Experience metrics: Say goodbye to product use metrics & NPS

Hosted by Christine Perfetti and Jared M. Spool

Tue, Oct 22, 2024

7:00 PM UTC (1 hour)

Virtual (Zoom)

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What you'll learn

Align your teams by focusing on the right measures

With Progress Metrics, measure the key results as your team progresses and achieves milestones.

Eliminate the costs of a poor customer experience

With Problem-Value Metrics, you can pinpoint and aggregate your organization’s ongoing costs from a poor experience.

Report the precise moment you improve your users' lives

With Success Metrics, your entire team and stakeholders know exactly what goals to aim for.

Why this topic matters

In the world of KPIs, Monthly Average Users (MAUs), and NPS scores, we can unintentionally hurt the experience for our users and customers. In this conversation, Christine Perfetti will talk with Jared Spool about why easily-collected analytics, like conversion rates and bounce rates, rarely offer the insight organizations need to make good decisions. And don't get us started on NPS scores!

You'll learn from

Christine Perfetti

Founder at Perfetti Media

Christine Perfetti is Founding Principal of Perfetti Media, a product strategy and research consulting firm. Christine built the research programs at GoFundMe, Carbonite, Acquia, and TuneIn, and has led product visioning workshops for Harvard Business School, WeSpire, HubSpot, Curriculum Associates, and Penn Medicine, among others. Before becoming a 2x founder, Christine Perfetti was the Head of User Experience at Carbonite and Acquia, two highly successful Scaleups in Boston, Massachusetts.

Jared M. Spool

Co-Founder at Center Centre

Jared M. Spool is a Maker of Awesomeness at Center Centre. Center Centre is the school he started with Leslie Jensen-Inman to create industry-ready User Experience Designers. In the 43 years he’s been in the tech field, he’s worked with hundreds of organizations, written two books, published hundreds of articles and podcasts, and tours the world speaking to audiences everywhere. When he can, he does his laundry in Andover, Massachusetts.

Learn directly from Christine Perfetti and Jared M. Spool

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