Originally published on Customer Think, June 25, 2025. Customer churn is a silent assassin of businesses. Losing customers means losing revenue, momentum, and sometimes your competitive edge. Traditional metrics—like purchase history, support tickets, and usage patterns—only tell part...
Originally published on Harvard Business Review, August 1, 2025. The VP of engineering at a leading technology company stared at the quarterly adoption metrics with growing frustration. Twelve months after rolling out a state-of-the-art AI coding assistant—a tool...
