The client wanted to drive business impact by understanding customer lifetime value (CLTV) variance across their client base and the influence of key drivers. ​

We mapped CLTV into revenue, retention, and cost themes, deployed ML models to target growth and efficiency, and embedded test-and-learn processes for continual improvement.

Results


  • 3% growth in CLTV within the first 6 months
  • 18% reduction in churn & 12% increase in contact centre save rates
  • 9% reduction in call handling times
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