Uncovering Hidden Value in Data for Global Credit Card Franchise.
PROBLEM
Create a holistic “early warning ecosystem” to predict the significance of change in customer credit card usage.
SOLUTIONS
Created a proactive sales management system used for:
- Early identification of customers at risk of disengaging behaviors
- Segmentation to capture customer’s usage and level of engagement
- Identifying changes in behavior over time to predict disengagement patterns (similar to payment risk predictions)
- This system was created in North America and then rolled out globally
VALUE
Integrated system deepened customer relationships and maximized revenues:
- 30% customer spend lifts
- 8% expanded target market share
- Incremental business income
- Productivity improvements
