Abdul Khaled

Not all dissatisfied customers voice complaints or provide feedback. Many disengage quietly, leaving organisations with limited visibility into churn risk. This session examines how to better understand the "silent customer" by identifying behavioural signals that indicate dissatisfaction before it appears in traditional metrics, and explores how AI can uncover hidden patterns in customer interactions, detect early warning signs, and support more proactive engagement through practical ways to combine data, analytics, and processes to capture and act on these unseen signals.

Learning Objectives

• Understand the silent customer and its impact on retention and growth

• Explore how behavioural data reveals early signs of disengagement

• Assess how AI detects patterns beyond traditional feedback

Key Takeaways

• Methods to identify silent churn risk across journeys

• Techniques to analyse behavioural and engagement data using AI

• Approaches to enable proactive intervention strategies