How to Operationalize Customer Retention

Most companies have models that can identify customers at risk of churn. The challenge is turning those predictions into decisions that actually improve retention.

The next generation of retention programs goes beyond identifying risk. It helps teams understand which customers can be influenced, what actions are most likely to work, and how to continuously learn from every intervention.

Join us to explore how leading organizations are evolving their retention strategies, shifting from static churn predictions to systems that help teams test, optimize, and operationalize retention decisions. We’ll share lessons learned from building Scale Retention System, our agentic solution designed to help companies experiment with and execute better retention strategies.

You’ll learn:

• Why churn prediction is only the starting point. Risk scores can identify where problems exist, but they don’t tell teams which actions will make a difference.
• How to focus on customers who can be influenced. Uplift modeling and agentic next-best-action approaches help teams prioritize interventions where they are most likely to drive retention.
• How to build a continuous learning loop. The strongest retention programs connect action, measurement, and insights using every interaction to improve future decisions.