Free Online Training Course

Mastering CX Metrics:
Set Goals, Track Success, & Drive Business Outcomes

Designed for customer experience professionals, this course equips you with the practical, step-by-step guidance and tools you need to set meaningful goals, track progress, and achieve measurable, repeatable impact.

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What you’ll learn

This course will teach you how to:

  • Identify and prioritize key CX (north star) metrics that will drive growth
  • Align CX goals and KPIs with your corporate strategy
  • Establish precise, data-backed goals to elevate your customer experience
  • Critically evaluate internal and external factors impacting your goals
  • Track, measure, and benchmark performance across multiple touchpoints cross-functionally
  • Gain company-wide buy-in and accountability for CX progress

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Who is this course for?

This course is perfect for you if:

  • You lead, manage, or are responsible for parts of your company’s customer experience initiatives
  • You know your CX objectives can help move the needle on broader business objectives, and want to align them more
  • You want to make your CX goals stronger and be able to clearly measure and demonstrate their impact
  • You want to confidently allocate resources toward growth-driving efforts
  • You wish you had a structured, repeatable process for setting and tracking CX objectives for your team and company
  • You’re looking for strategies to drive stakeholder buy-in and increase accountability for CX objectives
cx goal setting

Meet Your Instructor

Shelley Ahrens, EVP & Chief Customer Officer at The DRG

Connect with Shelley on LinkedIn:

With nearly 25 years of experience helping businesses set and achieve customer experience (CX) research goals, Shelley Ahrens is passionate about helping forward-thinking companies turn their CX ambitions into measurable successes. As a trusted consultant and expert researcher, Shelley has guided numerous companies through the ins and outs of creating CX research strategies that don’t just look good on paper – they drive real results and business impact.

Now, Shelley and her exclusive expertise are available to you through this course. With a hands-on and enthusiastic teaching style, she brings a wealth of practical knowledge and insights to each session. Her biggest goal? Ensuring you walk away with a clear plan for your CX goals and research – from tracking and measuring progress to benchmarking and communicating success.

fREQUENTLY aSKED qUESTIONS

Who is this course for?

This course is designed for CX leaders, managers, team members, or anyone responsible for customer experience initiatives and growth strategies.

What’s included in the course?
You’ll receive access to expert training videos, a digital workbook, and additional curated resources.
Is there support available if I have questions?

Yes, The DRG team is available to provide technical support throughout the course. You can reach the support team at drginfo@thedrg.com.

What is the refund policy?
We do not offer refunds. All sales are final, and The DRG does not offer any money-back guarantees.
What payment methods are accepted?
We accept major credit cards for the Goal Setting Training Course and offer invoicing for businesses engaging with the Goal Setting Consultation Solution option.
Is there a time limit for accessing the course materials?
No, you will have lifetime access to the course once enrolled.
Will I have instant access once I purchase the course?
You can expect an email from drgInfo@thedrg.com within approximately one (1) full business day of purchase with your course access and login credentials. To ensure you receive your credentials, please whitelist the email domain thedrg.com and check your Junk, Spam, and Other email folders. If you do NOT receive an email within one (1) full business day of your purchase, please contact drginfo@thedrg.com and our support team will get back to you.
How can I or my team get the most out of this course?
The most successful CX goals and initiatives are born out of collaboration. Whether that’s between members of a CX team, or cross-functional collaboration. That said, we encourage teams most responsible for CX to complete this course and workbook together, in whatever collaborative capacity works best for you. We also encourage you to carve out time after each course section for discussion on what you’ve learned.

Another way to get the most out of this course is to make sure you do not skip the socialization part of goal setting. To drive the most impact from your goal setting, progress tracking, and measurement, it’s important to share your research results cross- functionally in compelling, relevant ways.

Finally, we suggest repeating this course as necessary – whether as a refresher once a year or as a way to guide your goal setting for future CX initiatives. It’s important to revisit your goals and measurement process at least once a year. When you purchase the course, you have lifetime access our time-tested goal setting approach – feel free to leverage it as much as you need to.

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Course Highlights

Whether you’re facing uncertainty about which metrics to focus on or struggling to link your CX goals to broader business outcomes, this course will equip you with proven strategies for overcoming those challenges.

Module 1: Introduction to Goal Setting

  • Learn how to connect CX performance metrics to your strategic corporate goals.
  • Understand the role of customer-centricity and how it drives your goal-setting process.

Module 2: Identify Metrics That Align with Your Business Strategy

  • Define business needs and key growth strategies in alignment with your customer perspective.
  • Discover how to identify, define, and leverage north star metrics, key drivers, and supporting KPIs to drive success.

Module 3: Evaluate Internal Factors Impacting Your Metrics

  • Conduct a historical metric performance review
  • Assess how internal factors – such as past initiatives and performance, investments, and customer journey pain points – can influence your goal-setting metrics.

Module 4: Assess External Market Forces Impacting Your Metrics

  • Identify how market trends, industry disruptions, and competitor activities affect your performance
  • Learn how to leverage these insights to set realistic CX goals.

Module 5: Establish CX North Star Metric Goals

  • Select your north star metric(s) and set realistic, achievable, time-bound goals that align with your CX strategy.
  • Develop measurement parameters to monitor significant progress toward target performance and avoid setbacks.

Module 6: Implement, Monitor, and Track Your CX Goals

  • Mobilize your resources, monitor progress, and generate company-wide accountability.
  • Learn how to organize stakeholder meetings to regularly assess goals and update your strategy.
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We’re here to answer your questions, talk through your challenges, and find you solutions… on your terms.