Customer retention, a critical business priority, has become a growing concern, especially in the telecommunications industry. This study addresses the need to anticipate and understand customer churn through the application of Deep Learning models. The central focus of the research was the...

We studied the problem of optimizing the performance of a DSS for churn prediction. In particular, we investigated the beneficial effect of adding the voice of customers through call center emails – i.e. textual information - to a churn prediction system that only uses traditional marketing...