Knowledge Base
What are Promoters?
In Net Promoter Score (NPS), promoters are customers scoring 9–10. They are loyal, buy more, stay longer, and advocate for the brand.
In the Customer AI Masterclass (Unit 1.3...
What are Lagging vs Leading Indicators?
Lagging indicators reflect outcomes after they occur (e.g., revenue, churn rates), while leading indicators predict future performance (e.g., product adopti...
What are Passives?
In Net Promoter Score (NPS), passives are customers scoring 7–8 on the recommend question. They are moderately satisfied but lack loyalty, making them vulnerable to churn.
In ...
What are Key Performance Indicators?
Key Performance Indicators (KPIs) are selected business metrics that act as control levers to manage operations. In Customer AI, KPIs are designed to align wit...
What is Machine Learning?
Machine Learning (ML) is a subset of artificial intelligence where algorithms learn from data to improve predictions over time without explicit programming. In Customer A...
What is the Peak-End Rule?
The Peak-End Rule is a psychological principle stating that customers remember two key moments: the peak (best or worst experience) and the end of an interaction. These ...
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 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 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 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 ...
