Knowledge Base
What is Survey Fatigue?
Survey fatigue occurs when customers become unresponsive or disengaged due to excessive survey requests. It undermines the quality of attitudinal data in traditional CX progr...
What is Upsell?
Upsell refers to encouraging existing customers to purchase additional features, services, or higher-value products. It increases net revenue retention (NRR) and strengthens customer ...
What are Satisfiers?
Satisfiers are product or service attributes that provide linear increases in customer satisfaction. The more you deliver, the more satisfied customers become, but without the ex...
What are Touchpoints?
Touchpoints are individual interactions between a customer and a company, such as a call, email, purchase, or support ticket. They are parts of the larger customer journey.
What are Silent Customers?
Silent customers are those who don’t respond to surveys or provide explicit feedback, often representing 80–90% of the base. Traditional CX programs overlook them, creatin...
What is Winner’s Circle?
The Winner’s Circle refers to the group of companies that consistently achieve high Net Promoter Scores (NPS) in competitive industries. They set the standard for customer lo...
What is Voice of Customer?
Voice of Customer (VoC) refers to programs that capture customer feedback directly, usually through surveys, interviews, or feedback tools. It traditionally underpins CX p...
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...
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 ...
