Value Stream:
Retain
Centric empowers banks and fintechs to analyse usage, boost loyalty and monetize relationships through one unified AI platform.
Overview
Retention is where loyalty turns into lifetime value. For banks, keeping customers engaged requires proactive insight into satisfaction, sentiment, and churn risk. Centric enables financial institutions to predict attrition, personalize interventions, and automate loyalty actions—turning risk into retention.
Key Statistics
A 5% increase in retention can boost profits by 25–95% (Bain & Company, 2024).
Banking churn rates can reach 20–25% when engagement is low (McKinsey, 2023).
AI-powered retention strategies can reduce churn by 15–30% (Accenture, 2024).
Rising Churn Rates
Customers quietly disengage and close accounts without early warning.
Reactive Retention Actions
Teams act after complaints or inactivity, not before.
Low Loyalty Engagement
Rewards and loyalty programs are generic and underutilized.
Dormant Accounts
Many accounts go inactive without re-engagement efforts.
Limited Satisfaction Insights
Tracks sentiment and feedback trends to improve overall customer experience and retention.
Attrition Impact
Retention teams often realize churn only after it happens.
Late Interventions
Customers are lost before engagement begins.
Weak Participation
Customers don’t see value in existing programs.
Revenue Leakage
Inactive users reduce recurring income and upsell potential.
CX Blind Spots
Service issues remain unresolved, leading to silent churn.
Churn Prediction Models
Centric AI detects at-risk customers early using behavioral and transaction data, enabling proactive outreach.
Proactive Retention Engine
Centric AI recommends timely, personalized interventions to keep customers engaged and satisfied.
Loyalty Optimization
Centric AI analyzes participation patterns to tailor incentives and increase engagement.
Reactivation Modeling
Centric AI identifies dormant customers and triggers reactivation campaigns automatically.
Sentiment & Trend Analysis
Centric AI continuously monitors satisfaction data to surface drivers of churn and predict defection risk
