What is Customer AI? 

Customer AI is the application of AI to predict customer attitudes and future economic behaviors, with the goal of improving customer lifetime value. It integrates three disci...

Automation has its place, but not every customer relationship can be delegated to algorithms. For high-value accounts—the ones representing millions in revenue or carrying strategic influence—nuanc...

 What is Customer Effort Score? 

Customer Effort Score (CES) measures how easy it is for customers to complete a task (e.g., resolving an issue, completing a purchase). Rated on a 7-point scale, CES...

What is Earned Growth? 

Earned Growth is a financial metric that captures the revenue growth a company achieves from returning customers and referrals, rather than paid acquisition. It is seen as ...

 What is Early Life Experience? 

Early Life Experience refers to the period immediately after a customer purchases or begins using a product/service. It is the critical moment when expectations set ...

Revenue Operations (RevOps) has become the connective tissue of growth—aligning sales, marketing, and CS around unified data and accountability. But AI is reshaping the role faster than most teams ...

 What is Firmographic Data? 

Firmographic data includes organizational attributes such as company size, industry, revenue, and location. It is used for segmentation and targeting in B2B contexts. 

In...

 What are Key Performance Indicators? 

Key Performance Indicators (KPIs) are selected business metrics that act as control levers to manage operations. In Customer AI, KPIs are designed to align wit...

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...