Objective

Helped a large European bank  to analyse the reason why it was losing customers and reduce further customer churn

Challenges
 

• Identifying customers that were most likely to churn and offer them a better customer service.
• GDPR regulations around data privacy, data subject access rights and data retention.
  
  

Approach
 

• Developed a customer churn prevention system delivering analytics on each customer on a real-time basis.
  
• Identified and defined accurate behavioral patterns and applied them to existing customers in the system.
  
• Used statistical algorithms and ML techniques to create a decision-based system, trained on historical data of lost customers.
  

Impact
 

• Improved customer service and loyalty.
  
• Identified profitable customers for direct approach marketing.
  

Questions

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