CSPs have relied heavily on voice and message interactions, usually at a broadcast level, to maintain contact with customers and evaluate their satisfaction with elements of product service.
Goals and Objectives
To proactively reduce customer churn by applying a variety of risk assessment and loss prevention measures that quickly identify potential sources of risk, thus enabling preventive action; similarly, automating the process of compiling evidence of dissatisfaction and risks from competitors’ market offerings as necessary to drive self-improving processes and actions.
Usage analytics, AI/cognitive analytics, machine learning, customer profiling systems, IoT, social media data collection, churn analytics
Use Case Summary
Next-generation customer retention proactively reduces the risk of customer loss by applying a variety of risk assessment and loss prevention measures that quickly identify potential sources of customer defection, enabling preventive action, automating the process of compiling evidence, and driving self-improving processes and actions.