AI: Detecting and Avoiding Customer Churn is Critical
I’ve flown a lot over the years. What continues to strike me though, is how poorly airlines use machine learning and AI, even when they are in strong competitive environments. A key indicator is detecting and avoiding customer churn. Let me give you an example:
We flew with QANTAS and with their partners in One World for many years. We were both platinum and I’d been platinum for many years. At a recent peak a few years ago, we were flying once or twice a week. That’s not a crazy amount, but it’s enough. And it’s certainly enough to be able to see a purchasing pattern.
2018-10-12

