Customer education teams are under increasing pressure to prove their value, yet many still rely on engagement and completion metrics that don’t resonate with executive stakeholders. The result? Programs that drive real impact but struggle to secure ongoing investment.

In this session, you’ll learn how to connect learning programs directly to business outcomes and translate that impact into a credible ROI story. You’ll explore a practical framework for moving beyond activity metrics to outcome-based measurement, including six key categories of impact metrics: engagement, penetration, adoption, efficiency, satisfaction, and revenue. You'll also learn how to correlate these with business KPIs such as ARR, churn, and support costs.

You’ll also learn how to build a defensible ROI model by identifying true program costs and quantifying gains such as increased revenue, reduced churn, faster time-to-value, and lower support burden. More importantly, you’ll see how to position impact metrics and ROI together: use impact to explain what’s working and ROI to communicate value in the language executives care about.

In this session you will learn:

• How to shift from reporting activity to demonstrating outcomes.
• To build cross-functional alignment to calculate ROI.
• How to tell a compelling, data-driven story that secures executive buy-in.