Zehra Cataltepe is the CEO of TAZI.AI, an adaptive, explainable AI and GenAI platform for business users. She has 100+ AI papers & patents. As of 2022, financial institutions have, on average, a 3.65% ...

Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. It’s a difficult, albeit optional, stage of a customer lifecycle for both the ...

Churn is more than outright defection; it can also include silent attrition, where customers remain nominally active but reduce engagement, spending, or product adoption. High churn rates erode ...

Verizon will continue leaning into customer experience as one of its major differentiators as it looks to improve customer retention, which fell in first quarter 2025 after it increased prices earlier ...

Converting customers into fans is one of your greatest opportunities for reducing churn, but consumers have no shortage of options to choose from when determining their loyalty toward brands. The key ...

"Everything seemed fine." These three words echo through countless customer churn post-mortems after a seemingly stable customer departs. But here's what years of SaaS churn analysis have taught ...