When a Support Team Predicted Churn Before It Happened — Proactive CX in Action
A Story to Start In late 2023, a subscription-based software company noticed something alarming: churn among long-term customers had climbed by 18% in one quarter. What made this strange was that these customers weren’t issuing complaints. They weren’t contacting support. They weren’t escalating issues. They were simply quietly leaving. One analyst found a common pattern: […]