Churn Autopsy: What NPS Never Told You
Survicate
01:01:46
Periodic NPS tells you how a customer felt on the day they answered, usually too late to matter. Most health scores, meanwhile, only watch behavior.
In this session, Eylul Nowakowska Beyazit (Survicate) makes the case for checking customer pulse continuously instead of surveying once a quarter. Then, with Irina Vatafu (Custify), they show how to build that live sentiment into your health score so it actually reflects churn risk.
You'll see the account types this catches that a usage-only score misses: the customer still logging in but quietly souring, the 'everything's fine' account that never found value, the healthy logo that lost its champion. You'll leave with a CX program overhaul playbook to run it in your own stack.
Speakers
Eylül Nowakowska Beyazıt
Chief Customer Officer at Survicate
Eylül Beyazit is the Sales & Customer Success Director at Survicate.
She’s spent 6+ years helping brands move beyond lazy NPS and build real customer feedback programs.
With an allergic reaction to “I guess…” decisions, she’s helped hundreds of companies ditch assumptions and start asking. Now she’s here to show you how Braze + Survicate make asking customers the easiest power move you’re not using (yet).
Irina Vatafu
Head of Customer Success at Custify
Irina Vatafu has 10+ years of experience across customer-facing roles, from frontline support to success management, training, and team leadership. As Head of Customer Success and Support at Custify, she oversees the teams and processes that keep retention strong and churn low — building the KPI frameworks, workflows, and tooling that give CSMs around the world a clear picture of account health and the headspace to act on it. Her work sits at the crossroads of operational rigour and scalable growth.
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Churn Autopsy: What NPS Never Told You
01:01:46