Knowledge Base
In most organizations, the customer journey is treated as a linear path that ends when the customer leaves. Joe McLeod, author and founder of Ends, challenges that idea. In his recent discussion on...
When we ask CX and RevOps leaders which is harder—becoming customer-centric or building AI fluency—the answer increasingly tilts toward AI.
Both are tough. But while customer-centricity requires ...
Before taking the Customer AI Masterclass, Thomas Whitaker, Senior CX Manager at Iron Mountain, was already deep in customer experience research. Yet, like many CX leaders, his data efforts stopped...
When asked to describe the Customer AI Masterclass in one word, Björn Kälin, Managing Partner at morethentic ltd and former Global Head of Customer Insight at Holcim, didn’t hesitate: “Unavoidable....
There’s a popular misconception that being “customer-centric” means treating every customer the same. That’s not centricity. That’s democracy. And while democracy may be noble, it’s not particularl...
What is Survey Fatigue?
Survey fatigue occurs when customers become unresponsive or disengaged due to excessive survey requests. It undermines the quality of attitudinal data in traditional CX progr...
What are Financial Metrics?
Financial metrics in Customer AI refer to measures that tie customer actions to revenue and profitability. Examples include Customer Lifetime Value (CLV), Net Revenue R...
Churn is more than a customer experience issue—it’s a financial leak. Every account lost forces the business to replace revenue just to stay flat. That makes churn reduction one of the most direct ...
Let’s be honest: Net Promoter Score was never the Holy Grail. At best, it was a clever proxy. A single survey question that distilled sentiment into something leaders could track and boards could unde...
When customers churn, most companies explain it with anecdotes: “They didn’t like support” or “The champion left.” Sometimes true, but often superficial. The real challenge is root cause: what spec...
