In lesson 3.10 of the Customer AI Masterclass, Brian Curry provides a pragmatic view on the realities of data assets and data engineering. He emphasizes that most organizations begin with fragmente...

In a recent episode of the CX Iconoclast (From Cost-Cutting to Customer Growth: A Smarter AI Strategy) , Richard Owen sat down with McKinsey partner Tey Bannerman to explore how AI is reshaping ent...

Analytics doesn’t mature in a straight line. Most organizations stumble through predictable stages, mistaking activity for progress. Customer AI reframes this by showing that maturity is about outc...

 What is Generative AI? 

Generative AI is a type of artificial intelligence that creates new data, content, or simulations by learning from existing patterns. In Customer AI, it can generate missing ...

Customer Lifetime Value (CLV) has long been considered the “gold standard” for customer economics. In theory, it tells you what a customer is worth over their relationship with your company. In pra...

For years, CX leaders have struggled to prove their impact. Surveys generate sentiment scores, dashboards track journeys, but when CFOs ask, “How does this translate into dollars?” the answers are ...

Customer-facing teams are always under pressure to do more with less. Budgets are fixed, headcount is limited, and yet the customer base keeps growing. The question isn’t whether to invest in custo...

 What are Delighters? 

Delighters are elements of a product or service that exceed customer expectations and create disproportionately positive impacts on satisfaction and loyalty. Unlike basics ...

 What is Data Engineering? 

Data Engineering is the process of designing, building, and maintaining the infrastructure that collects, stores, and prepares data for analytics and AI. It involves p...

Most companies serve their top accounts with dedicated attention and their smaller accounts with neglect. The economics don’t work: you can’t justify a full-time CSM for a customer paying a fractio...