In this interview with Tabitha Dunn, she describes how her Citrix customer experience team used customer survey data to influence prioritizing and authorizing business decisions. They used NPS listening posts along the customer journey to link revenue and costs. This approach to customer lifetime value enlightened managers to customers’ behaviors and corresponding product improvements and business actions. Hear how she socialized customer lifetime value calculation to generate buy-in and engagement among managers to use CX insights to guide efficiency and growth.