How To Gauge Customer Churn Risks Using Traditional vs. AI-Based Metrics
By John Ortiz on March 26, 2025 at 2:11 AM
For CX and Operations leaders, understandingcustomer churn risk is essential to proactively address issues before customers leave. Your contact center is on the front lines of customer interactions, so it logs many leading indicators of churn and has levers to influence retention thro …
The Financial Impact Of Customer Churn (Direct vs. Indirect Costs)
By John Ortiz on March 17, 2025 at 11:32 AM
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When I was a contact center manager several years ago, my primary goal was new sales. It wasn't until about a year later that we realized that we were losing customers faster than we could acquire them and that finding new customers was a lot more expensive than retaining existing one …
Rethinking Voice of the Customer: Using AI to Measure What Really Matters in CX
By Tatiana Poly on January 28, 2025 at 2:57 PM
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Voice of the Customer (VoC) has long been a cornerstone of customer experience (CX) strategies. Traditionally, organizations have relied on surveys to capture insights about customer perceptions, satisfaction, and expectations. These surveys are versatile, cost-effective, and provide …