Churn Prediction and Retention Journeys for Subscription Media

Overview

Problem

Subscriber churn was rising, and campaigns were broad, delayed, and poorly personalized.

Solution

• Built weekly churn risk scoring and segment-level drivers
• Triggered personalized in-app and email retention journeys
• Added experimentation and holdout analysis to measure incremental lift

Outcome

• 19% reduction in monthly churn
• 12% increase in annual plan upgrades
• Clear attribution of retention campaigns to revenue impact

“We transformed retention from generic email blasts into precision lifecycle journeys.”