---
title: CXChronicles Blog | Adrian Brady-Cesana (2)
description: Find insights across CX, CS & RevOps from business leaders across the globe, software news in the customer space, and much more. Read now. (2)
---

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Guides, case studies and podcast episodes from the CXChronicles team and the customer-focused leaders we talk to.

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## [CXC Knowledge Base NPS Touchpoints: When to Survey Customers and How to Follow Up with Detractors The short answer: Net Promoter Score (NPS) asks customers one question: "How likely are you to recommend us to a friend or ... November 12, 2026](https://www.cxchronicles.com/blog/nps-touchpoints-when-to-survey-customers-and-how-to-follow-up-with-detractors)

## [CXC Tools How to Use Customer Data to Improve Customer Experience The short answer: customer data helps you understand each customer as an individual: who they are, what they do and what they ... November 12, 2026](https://www.cxchronicles.com/blog/how-to-use-customer-data-to-improve-customer-experience)

## [CXC Knowledge Base How to Measure Churn, Retention and Revenue Retention (With Formulas and Examples) The short answer: four metrics tell you most of what you need to know about customer health. Customer retention rate and customer ... November 12, 2026](https://www.cxchronicles.com/blog/how-to-measure-churn-retention-and-revenue-retention-with-formulas-and-examples)

## [CXC Knowledge Base Customer Lifetime Value: How to Calculate It and 6 Ways to Increase It The short answer: customer lifetime value (CLV or LTV) is the total revenue you can expect from a customer over the whole ... November 12, 2026](https://www.cxchronicles.com/blog/customer-lifetime-value-how-to-calculate-it-and-6-ways-to-increase-it)

## [CXC Knowledge Base The CX and Customer Success Metrics That Actually Matter The short answer: the most useful customer experience (CX) and customer success (CS) metrics fall into three groups. Sentiment ... November 12, 2026](https://www.cxchronicles.com/blog/the-cx-and-customer-success-metrics-that-actually-matter)

## [CXC The Four CX Pillars How to Build a Voice of the Customer (VoC) Program That Drives Action The short answer: a voice of the customer (VoC) program is a system for capturing what customers say, think and feel about your ... November 12, 2026](https://www.cxchronicles.com/blog/how-to-build-a-voice-of-the-customer-voc-program-that-drives-action)

## [CXC Knowledge Base Customer Segmentation: 10 Ways to Use It to Retain and Grow Customers The short answer: customer segmentation means grouping customers who share important characteristics so you can serve each group ... November 12, 2026](https://www.cxchronicles.com/blog/customer-segmentation-10-ways-to-use-it-to-retain-and-grow-customers)

## [CXC Knowledge Base Four Ways Small Businesses Can Improve Customer Service Without a Big Budget The short answer: small businesses can deliver outstanding customer service without big budgets. The most cost-effective ... November 12, 2026](https://www.cxchronicles.com/blog/four-ways-small-businesses-can-improve-customer-service-without-a-big-budget)

## [CXC Tools How to Use Text Messaging to Improve Customer Experience and Customer Success The short answer: text messaging (SMS and messaging apps) works best for short, timely, useful messages: appointment reminders, ... November 12, 2026](https://www.cxchronicles.com/blog/how-to-use-text-messaging-to-improve-customer-experience-and-customer-success)

## [CXC Knowledge Base 5 Tips for Onboarding Customer Support and CX Agents The short answer: great agent onboarding has a clear 30-60-90 day plan, a mix of structured learning and real customer exposure, ... November 12, 2026](https://www.cxchronicles.com/blog/5-tips-for-onboarding-customer-support-and-cx-agents)

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