Global – October 12, 2026 -- ChurnZero has released a Retrospective agent that analyzes activity timelines, engagement signals and health metrics of lost accounts to show why customers churned, as part of its latest platform update.
Retrospective agent targets churn loss analysis
The agent gives customer success teams a data-based review of accounts that have already left. ChurnZero says the findings can help teams spot warning signs sooner in accounts that are currently at risk.
AI agents can now run on demand for single accounts or batches
CSMs can trigger an AI agent from a single account before a call. They can also run one across a batch of accounts wherever account segments support bulk actions. Bulk runs confirm how many accounts will be processed, and each user can only run agents against accounts within their own purview.
The new AI Starters library adds ready-to-use templates for the Send AI Email Play Step, so users can define AI email outputs without writing prompts from scratch.
Scope control restricts agents to assigned document sets
Scope control for Knowledge Sources is on by default in AI Hub. Admins can limit Echo, Consult and Scribe to specific document sets and choose which documents each agent can reference. Existing instances keep their current setup.
REST API and MCP gain four object types in August
ChurnZero added four new object types to its REST API and ChurnZero Connect (MCP) in August. The listed objects are Signals, Success Plans, Plays and Custom Surveys, with Products and EAI insights also covered. The expansion is aimed at integrations and automated workflows that span ChurnZero and other platforms in a customer's tech stack.
Notes and meetings open in view mode with custom fields
Notes and meetings can now open in view mode by default, allowing several team members to access the same note or meeting at once. Users can also add custom and formula fields to meetings to capture and segment by any attribute their team tracks.