Customer360 – AI-Powered Churn Risk Predictor

The Customer360 is an AI-Powered centralized churn risk analysis tool within our Customer Experience suite. It provides a comprehensive view of customer sentiment and behavior across all surveys in a workspace, helping you proactively identify and act on churn risk.

By aggregating scores, sentiment, and feedback trends, it uncovers at-risk customers, the reasons behind their dissatisfaction, and suggests actions to retain them.

• Identifies customers at high, medium, or low risk of churn using AI
• Highlights top reasons for dissatisfaction and loyalty
• Generates actionable recommendations to reduce churn
• Allows filtering by product, severity, date range, and more
• Enables ticket creation and review for at-risk customers
• Exports churn data for reporting and presentations

The dashboard includes the following sections:

• Churn Risk: Percentage of customers at risk
• Top 10 Root Causes: Most frequent drivers of dissatisfaction
• Keep Doing: Top 5 positive factors from promoters
• Action Items: AI-generated recommendations to reduce churn
• Customer List: Email, rating, churn severity, root cause, insight, tickets

Customer360 allows users to create and view support tickets directly from the churn insights dashboard, ensuring seamless follow-up on customer issues and risks.

1. Go to the Customer360 tab under the Analytics tab.
2. In the Customer List section, locate the customer for whom you want to create a ticket.
3. Click on the Create Ticket button.
4. A pop-up form will appear titled Add New Ticket.
5. Enter the ticket details including subject, description, and category.
6. Click Submit to create the ticket in ClosedLoop (CLF).

From the Customer360 dashboard, users can easily navigate to ClosedLoop to see detailed ticket history:

1. Click the View All Tickets link under the respective customer entry.
2. This will open a new browser window or tab and redirect you to the ClosedLoop ticketing platform.
3. The page will be pre-filtered to show all tickets associated with that customer’s email.

You can export the entire Customer360 dashboard as a downloadable PDF for reporting or sharing.

1. Navigate to the Customer360 tab
2. Click the Download button
3. Select format and confirm to export the current view