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B1316
Title: Social network analysis and deep learning for customer retention in retail banking Authors:  Vyacheslav Lyubchich - University of Maryland (United States) [presenting]
Yuzhou Chen - University of Texas at Dallas (United States)
Yulia Gel - University of Texas at Dallas (United States)
Abstract: Modern capabilities of customers analytics allow retailers to track individual clients and their peers and to study their behavioral patterns in order to enhance customer segmentation, to optimize next best offer strategies, and to predict loss of clients, or churn. While telecommunication providers have been using social peer network data to improve their customer analytics and business intelligence solutions for a number of years, there yet exists a very limited knowledge on the peer-to-peer relational effects in retail banking. We study the impact of social network variables on customer attrition in retail banking in Canada.