Most retention programs talk about listening. Many teams already listen well yet churn still rises because the organization does not remember what it learns in a way that shapes decisions. The problem is not signal volume; it is decision memory.
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Upcoming Events!
Experience Exchange
With Dave Seaton, Seaton CX
Wednesday, March 11th @ 4:30 ET
Chat With Your Research: Lessons From Building A Virtual Customer
CX leaders invest heavily in qualitative research but often struggle to keep it decision-ready over time. In this case study, Dave Seaton, CCXP, shares what he learned building an AI-powered “virtual customer”—based on real customer interviews—and how it helped teams access research, challenge internal bias, and make better CX decisions.
Solution Series
Tuesday, March 17th @ 2:00 ET
UnLuck Your CX
On paper, most CX strategies look solid. In reality, many stall out—not because the vision is wrong, but because the execution model can’t absorb risk, move fast, or convert effort into measurable business results.
Join us in person at some great conferences this year. One or more of the CX on the Rocks partners will be at these events:
Experience Exchange
Wednesday, February 11th
If you missed the February Experience Exchange, the recording is now available. JP Dumas focused on churn reduction by turning retention signals into decisions that hold after the meeting, then worked through real-world examples to pinpoint where intervention breaks down, why decisions reopen, and which constraints keep churn risk repeating.
Solution Series
Thursday, February 19th
If you missed the February CX on the ROCKS Solution Series, the recording is now available. In this 60-minute workshop, Jason Ten-Pow discusses the balance of inner-loop and outer-loop work in today's CX using AI.
What do you need from the CX on the ROCKS Collective?
Grab a 15-minute meeting with Sean Albertson, Founder of the Collective to talk about how we can serve you.
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