The accounts that go quiet

In this episode of CXO Loading..., Lauren Miles speaks with Abisola Fagbiye, CX strategist, keynote speaker, founder, and artist, about the customer risk that rarely announces itself: Quiet Churn. Abisola’s route into CX has taken her from construction and real estate to trade, technology, and customer strategy. That breadth, combined with the way she sees the world as an artist, gives her a distinctive view of customer experience: something built layer by layer, where the quality of an interaction matters just as much as the systems behind it. They discuss the difference between a customer leaving because something is wrong and leaving because life has simply changed; why one-size-fits-all retention plays are rarely enough; and how teams can look beyond the loud signals to understand the context behind changed behaviour. Abisola also shares the work she is building around more human interactions, practical CX self-assessment, and the language that can either escalate a customer problem or help resolve it. The conversation closes with an important reminder for anyone considering their next career move: keep moving, put yourself forward, and do the thing before you feel completely ready. Links and resources Read the companion CXO Codex chapter: https://cxocodex.com/entries/how-to-spot-customer-risk-before-they-leave Connect with Abisola Fagbiye: https://www.linkedin.com/in/abisolafagbiye/ Connect with Lauren Miles: https://www.linkedin.com/in/l-miles/ Join Women in CX: https://womenincx.community/ Customer Experience: What, How and Why Now by Don Peppers