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Knowledge Base

Silent Customers

customer ai glossary (s-z)

What are Silent Customers? 

Silent customers are those who don’t respond to surveys or provide explicit feedback, often representing 80–90% of the base. Traditional CX programs overlook them, creating blind spots in customer measurement. 

In the Customer AI Masterclass (Unit 3), silent customers are described as a major source of hidden risk and opportunity. Generative AI fills this gap by predicting attitudes and outcomes from operational data. 

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