Knowledge Base
Customer Lifetime Value (CLV) has always looked impressive. Greek symbols, discount rates, projections stretching into the horizon. It feels scientific, almost precise. But in practice, CLV is built o...
Every SaaS company seems to have a “customer health score.” It usually lives in a slide deck, presented with great seriousness to the board. A tidy number, often in red, yellow, or green, meant to sum...
In a recent episode of The CX Iconoclast podcast, Richard Owen and Brian Curry asked the blunt question: is NPS dead? Their answer—no, but it’s on life support. The discussion reflects a broader th...
In a recent episode of The CX Iconoclast podcast, Richard Owen interviewed Bruce Temkin about leadership in an AI-driven world. Temkin introduced the idea of humanity at scale—a framework for ensuring...
One of the most powerful concepts in Customer AI is time-shifting—the ability to see customer outcomes before they show up in traditional metrics. Instead of reacting to churn after it happens, or ...
AI promises speed, scale, and precision. It can automate outreach, predict churn, and prescribe interventions with accuracy. But customers aren’t just data points. Relationships, trust, and empathy...
When executives greenlight a Customer AI initiative, the instinct is to start with IT integration: connect every system, build a perfect warehouse, automate pipelines. It feels like progress — but ...
Technology alone doesn’t transform companies. Culture does. Many Customer AI pilots succeed technically but fail to scale because the organization resists change. Sustained adoption depends on rewi...
What are Passives?
In Net Promoter Score (NPS), passives are customers scoring 7–8 on the recommend question. They are moderately satisfied but lack loyalty, making them vulnerable to churn.
In ...
What are Customer Journeys?
Customer journeys are structured maps of how customers engage with a business across stages such as consideration, purchase, onboarding, usage, and renewal. While wi...
