This first masterclass focused on quantifying the impact of customer experience (CX) on business outcomes, particularly in E-commerce and SaaS. TJ Stein and Craig Stoss discussed metrics like Customer Lifetime Value (CLTV), emphasizing the importance of consistent measurement across teams.

 

They highlighted strategies to lift Average Order Value (AOV) through consultative support and targeted marketing. TJ shared examples from Ipsy and Everlane, while Craig stressed the need for data-driven approaches and AB testing. Mercer, TJ and Craig also addressed churn prevention, advocating for proactive retention strategies and leveraging customer data to enhance loyalty and revenue.