AI expertise is valuable, but on its own it isn’t enough. Many Customer AI initiatives stall not because the models are weak, but because the leaders behind them don’t understand the customer domai...

What is Training Data? 

Training data is the dataset used to teach machine learning models how to recognize patterns and make predictions. In Customer AI, this often includes attitudinal survey data ...

 What is Customer Lifetime Value?

 
Customer Lifetime Value (CLV) is a financial metric estimating the total net profit a customer generates over their relationship with a company, discounted for ...

What are Basics? 

In the Kano Model, basics are the fundamental expectations customers assume will work (e.g., accurate billing, product delivery). Meeting them is essential, but exceeding them...

Most companies still lean heavily on surveys as their primary customer insight tool. They send out NPS or CSAT forms, tally the responses, and generate reports. Useful? Sometimes. Actionable? Rarel...

 What is Operational Data?

Operational data includes usage, onboarding, support interactions, billing, and other activity metrics. It is the backbone of predictive modeling in Customer AI. 

In the ...

For decades, AI was mostly research papers and prototypes. Then came 2012. Geoffrey Hinton’s team stunned the field with unprecedented accuracy in image recognition, powered by deep learning. That ...

 What is Predictive AI?

 
Predictive AI is the use of historical data to forecast future outcomes, such as churn, expansion, or NPS status. It narrows uncertainty by assigning probabilities to custom...

In the Customer AI Masterclass (Lesson 3.10: Expert Interview: Brian Curry) Brian Curry provides a pragmatic view on the realities of data assets and data engineering. He emphasizes that most organ...

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...