On the 4th December 2018 inQuba hosted a live webinar for Financial Services and Insurance professionals.
Our industry expert speakers were Margot Birbeck (Director, inQuba Australia) and Trent Rossini (COO, inQuba)
Imagine you could anticipate customer churn before it happened.
A recent report by Bain & Co. asserts that churn is the result of a series of poor experiences and misadventures over a period of time, not a single poor experience. The only solution is to focus on the entire customer journey, not just the most recent episode. Today’s businesses need to expose the real experiences of their customers, predict those at risk and intervene with next best actions to ensure the customer sticks around. In the webinar, we introduce break-through thinking and techniques for churn anticipation, predictive risk profiling and interventions that will change your business.
Questions that were addressed
- How do you discover and visualize the real customers’ and agents’ journeys as they navigate your products and channels?
- How do you anticipate customer churn, in real time?
- How do you intervene in order to mend and recreate customer experiences
- How do you do all this at scale?