The Future of Customer Retention: AI, Ownership & Human Connection
Technology is changing how companies talk to customers. But are they becoming better at keeping them? Richard Shapiro has spent 35 years working on that question with Fortune 1000 companies. Join us on June 17th. Moderated by Melissa Krut, VP of Success at Sogolytics.
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Your speakers
Two people who have lived the problem.
Richard has spent 35 years building retention strategies for Fortune 1000 companies. Former ADP executive, author of two books on customer experience, and creator of the Customer Ownership philosophy.
Melissa leads the success team at Sogolytics, helping organizations turn feedback programs into real outcomes. Her focus is on empowerment — giving people the clarity and confidence to act on what the data is telling them.
for clients
empowerment
Most companies are adding more technology to their customer experience. Fewer are asking whether it is actually helping. Richard Shapiro has spent 35 years watching that gap widen, and he has a clear view on what separates organizations that grow customer loyalty from those that slowly lose it.
This session is hosted by Melissa Krut, VP of Success at Sogolytics. No slides, no agenda to push. Just an honest exchange about what is working, what is not, and what you can take back to your team.
- Why keeping a customer is harder today, even with more data than ever before
- What "customer ownership" means and why it matters more now, not less
- How asking the right questions builds loyalty, not just reports
- Where automation genuinely helps, and where it quietly does damage
- Practical things any team can do to build stronger customer relationships starting now
Know where to invest in technology and where to pull back
Real patterns from enterprise organizations that have navigated this well. Enough to pressure-test your own decisions the following week.
A retention framework you can bring back to your team
Richard's customer ownership approach, tested across hundreds of Fortune 1000 organizations. Clear enough to share in a leadership meeting the same week.
How to make your feedback program a loyalty driver, not just a reporting tool
The practical difference between measuring satisfaction and building it. Directly applicable to any team running customer surveys or listening programs.
If customer loyalty, retention, or experience sits anywhere in your remit, this session is worth your hour.
Hear from Richard first
A short message before you decide.
Ready to join the conversation?
Wednesday, June 17 at 1:30 PM ET. A live discussion on what actually keeps customers, with 30 minutes of Q&A. Free to attend.
Join the ConversationWhat Richard covers: Why the companies that keep customers long-term are the ones still having real conversations with them.
