Walk into almost any enterprise today and you’ll hear the same refrain: we’re data-driven. The proof? Dashboards. Endless dashboards. Executives beam as they click through bar charts and pie slices...

What is Artificial Intelligence? 

Artificial Intelligence is defined in the Masterclass as a prediction technology—a system that reduces uncertainty by estimating outcomes based on data. In CX, A...

The AI hype cycle is relentless. Every year, budgets swell for “AI transformation,” yet most initiatives never deliver sustained value. Industry research estimates failure rates as high as 90%. The...

AI projects often collapse under their own weight—sprawling scopes, endless data prep, and months before the first result. By then, executives lose patience. The antidote is pilots that deliver vis...

 What is Machine Learning? 

Machine Learning (ML) is a subset of artificial intelligence where algorithms learn from data to improve predictions over time without explicit programming. In Customer A...

What is Winner’s Circle?

The Winner’s Circle refers to the group of companies that consistently achieve high Net Promoter Scores (NPS) in competitive industries. They set the standard for customer lo...

On paper, the move from product-centric to customer-centric sounds obvious. Products don’t pay you—customers do. Yet most companies remain organized around what they sell, not who they serve. The s...

 What is the Peak-End Rule?

 
The Peak-End Rule is a psychological principle stating that customers remember two key moments: the peak (best or worst experience) and the end of an interaction. These ...

What is Voice of Customer? 

Voice of Customer (VoC) refers to programs that capture customer feedback directly, usually through surveys, interviews, or feedback tools. It traditionally underpins CX p...

The biggest barrier to Customer AI projects usually isn’t technology. It’s politics. The data you need almost always exists somewhere in the enterprise, but it’s locked in silos — guarded by teams ...