Today, we dive deep into CX with Pegah Valeh, who leads the customer experience team at Meta's Reality Labs. Pegah brings her seasoned expertise from the Reality Labs team at Meta, focusing on improving customer experiences to support business growth. 

Throughout this episode, we'll explore how Pegah and her team use metrics like Net Promoter Score (NPS) to measure the severity of customer issues and the crucial correlation between NPS and customer retention. She'll also share the benefits—and challenges—of integrating AI into customer experience, as well as tips for making data actionable and fostering effective partnerships across business units.

We'll touch upon the complexities of measuring customer lifetime value, the importance of real-time analytics, and how advanced analytics can predict customer pain points. Plus, we’ll discuss how Meta’s CX team collaborates with growth and retention marketing teams, sharing insights to validate changes and launches, and using formats like internal communication tools and dedicated meetings to keep everyone informed.