{
  "id": 2108045,
  "title": "The retention engine hiding in the field",
  "url": "https://urgent.news/2026/08/20/the-retention-engine-hiding-in-the-field",
  "topic": "finance",
  "section": "Finance & Markets",
  "published": "2026-08-20T09:00:10.000Z",
  "source": {
    "name": "Insurance Journal",
    "slug": "insurance-journal",
    "url": "https://www.insurancejournal.com/blogs/cotality/2026/08/20/882199.htm"
  },
  "original_language": "en",
  "account": null,
  "summary": "Loyal, content customers are worth their weight in gold, literally; acquiring a new customer costs five to 25 times more than retaining an existing one, according to Harvard Business Review. Executive teams pour millions into customer experience initiatives, sophisticated mobile …",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}