Knowledge Base
When CFOs look at GAAP metrics, they see revenue, costs, and profit. What they don’t see is the future impact of today’s customer experience decisions. Traditional financial reporting is backward-l...
What are Touchpoints?
Touchpoints are individual interactions between a customer and a company, such as a call, email, purchase, or support ticket. They are parts of the larger customer journey.
Making the case for Customer AI is essential because every new initiative competes for scarce organizational resources. Without a quantified business justification, even promising ideas are sidelin...
Customers aren't thermometers.
They don’t reflect conditions—they create them. Yet most churn models treat them that way.
Every SaaS board deck has a churn model. And most of them are wrong.
Wh...
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, creatin...
The real problem with your surveys isn’t response rate, it’s relevance.
Executives love to argue about survey response rates. Is 20% enough? Should we chase 40%? Maybe add another email nudge? The o...
There’s a peculiar obsession inside many companies: perfecting the basics. Entire projects are launched to shave a half-second off invoice processing time, or to improve delivery accuracy from 98.7% t...
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...
