Attrition risk modeling during a customer's journey: a predictive analytics approach

Morteza Zihayat, Anteneh Ayanso, Heidar Davoudi, Mehdi Kargar, Nigussie Mengesha
January 2025

Abstract

This paper presents a predictive analytics approach for modeling customer attrition risk throughout the customer journey, enabling businesses to identify and intervene with at-risk customers proactively.

Type
Journal article
Publication
Journal of Marketing Analytics

This work develops predictive models to identify customer attrition risk at different stages of the customer journey.

Customer Analytics Predictive Modeling Attrition Risk Business Analytics Machine Learning
Morteza Zihayat
Morteza Zihayat
Principal Investigator

Dr. Morteza Zihayat is a Canada Research Chair (CRC) in Human-Centered AI and Associate Professor at Toronto Metropolitan University, Faculty of Engineering and Architectural Science. He also holds appointments as Adjunct Associate Professor at the University of Waterloo (Management Sciences) and IBM Faculty Fellow at IBM Centre for Advanced Studies. He is the Director of the Human-Centered Machine Intelligence Lab.