The Chief Customer Officer (CCO) role was created to elevate customer experience to the executive table. It was designed to give “the customer” a voice in the C-suite and ensure organizations align...

Analytics is now a baseline expectation. Executives want sharper forecasts, boards want financial proof, and customers expect personalization. Yet most managers aren’t data scientists. They don’t n...

You don’t need to code to lead Customer AI. What matters is the ability to frame customer problems, organize data around the journey, and connect predictions to revenue. That’s exactly why we built...

Yes — and it’s becoming a career differentiator. Customer AI certification validates practical skills in predictive CX, NRR economics, prescriptive analytics, and leadership frameworks. For CX, CS,...

What is Net Promoter Score? 

Net Promoter Score (NPS) is a metric that segments customers based on likelihood to recommend. Scores of 9–10 are Promoters, 7–8 are Passives, and 0–6 are Detractors. It...

What is Account-Level Data?

Account-level data refers to customer information aggregated at the account (or company) level, rather than at the individual contact level. This perspective is cruc...

What is Prescriptive AI? 

Prescriptive AI recommends the best course of action based on predictions. It operationalizes insights by guiding teams toward interventions with the highest impact. 

In th...

 What are Detractors? 

In Net Promoter Score (NPS), detractors are customers who respond with a score of 0–6 when asked how likely they are to recommend a company. They are at risk of churn, crea...

 What is Net Revenue Retention? 

Net Revenue Retention (NRR) measures revenue retained from existing customers, accounting for expansion, downsell, and churn. It reflects the efficiency of customer-...

 What is Segmentation?

 
Segmentation is the practice of dividing customers into groups based on shared characteristics, behaviors, or predicted outcomes. It enables targeted strategies rather than t...