The learning metrics that matter: A data masterclass with Figma's Eric Grant

Data serves as a critical lever for L&D professionals to advocate for resources and demonstrate organizational impact. Moving beyond subjective "likability" metrics like NPS, effective measurement relies on tracking tangible performance indicators such as knowledge retention, skill application, and confidence levels. Establishing cross-departmental partnerships with data teams is essential for accessing the quantitative metrics needed to correlate training with business outcomes. For instance, a targeted training initiative at Coinbase focused on First Contact Resolution improved performance by several percentage points, resulting in an estimated $800,000 in savings and a 20x return on investment. As AI tools evolve, the ability to track communication patterns and performance in real-time will further shift L&D from a supportive perk to a strategic driver of talent development and operational efficiency.