@Dave Williams Great question.1) which lead indicators are you considering?2) in 'highlighting the opportunities' -- do you have an element of education so the exec team can quickly see the value in the data they're seeing and make their decisions more confidently?I work specifically with CS teams around churn reduction. Given that it's a lagging indicator with so many possible causes, I'm curious if there are additional elements you could add to your CHI to make it even more beneficial to the CS team as well as the exec team. I'm thinking more along the lines adding in the 'why' behind the CHI numbers.
If you're going through all this effort, wouldn't it be great to really impress them with more than just numbers? ??