Knowledge Base

 What are Customer Journeys?

 
Customer journeys are structured maps of how customers engage with a business across stages such as consideration, purchase, onboarding, usage, and renewal. While wi...

 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...

 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 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...

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 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...