23Sep
AI Support Reputation: What AI Tells Buyers About Your Customer Experience
Most AEO conversations are about visibility. Show up more often. Get cited more. Increase your Share of LLM when someone asks an AI system about…
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A6 Group Blog
Category: CX
17Sep
The Dark Funnel Doesn’t Stop at the Sale
Marketing teams have started to accept a hard truth: a growing share of buyer research happens where they can’t see it. Prospects ask ChatGPT to…
Read more18Aug
Experience Yield: The Metric CX Programs Are Missing
Most CX budgets get approved on faith. Leadership believes customer experience matters, funds a stack of tools and headcount to support that belief, and hopes…
Read more04Aug
The Post-Sales Dark Funnel: Why DIY AI Support Is Reshaping the CX Function
Support tickets are down. That should be good news: deflection is working, support costs should be coming down. Increasingly, it is not. Customers are resolving…
Read more30Apr
Stuck at Stage 2: The Customer-Led Growth Maturity Gap
The subscription economy changed the rules of B2B revenue. Buyers now re-evaluate every renewal with the same scrutiny they brought to the original purchase. Procurement…
Read more14Apr
The Measurement Problem Customer-Led Growth Is Built to Solve
Most Customer Success and Support teams measure what is easy to measure. NPS. CSAT. Ticket resolution time. Product usage rates. These metrics are accessible, reportable,…
Read more23Mar
A Customer-Led Growth Framework for the Enterprise
How customer success leaders can turn value creation into a systematic growth engine, and step into a strategic seat at the revenue table. The Growth…
Read more22Jan
What you need to do about AI trends for CX
AI will have a huge impact on Customer Experience in 2025—that much everyone agrees on. But how and why? We’ve seen lots of hype around…
Read more17Dec
GenAI is Starting to Pay Off Across the Customer Journey
Generative AI is no longer just hype—it’s delivering tangible results across the customer journey. Organizations are starting to see revenue accelerate, costs drop, and a…
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