Customer success teams love to throw around KPIs like NPS, but do these numbers really provide insight into our customers’ experience? Lucy Norris, Chief Customer Success Officer at Synamedia, emphasizes the importance of the "why" behind your metrics, and why you need to complement quantitative indicators with qualitative ones. Diving into the context behind your KPIs reveals blindspots, connects the dots between different parts of your organization, and provides valuable insights. You don’t want to miss this thought-provoking episode.