customer churn Archives

Customer Health Monitoring: Why the Exit Interview Comes Too Late

by Sue Duris in Customer Experience, Customer Health 0

The most honest conversation I’ve had with a customer was the one when they were leaving. In a previous role, I ran exit programs as part of my Director of CX roles. Any customer was free to go — we never tried to trap anyone — but before we closed the relationship, we’d sit down [...]

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The cost of cost reduction

by Sue Duris in AI Governance, Customer Service 0

AI governance is usually sold as risk management. Its most underrated job is economic — it is the discipline that stops cost-cutting from becoming cost-deferral. In 2024, Klarna told the world its AI assistant was doing the work of around 700 customer service agents. It was the headline every board wanted to be able to say out [...]

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