Case Study: BKT achieves 27% churn reduction with B2Metric Customer Journey Analytics

How AI-powered analytics transformed fintech marketing strategies, improving customer retention and engagement

BKT Bank, a major financial institution in Albania, faced challenges in analyzing its vast and diverse customer data to reduce churn and optimize marketing strategies. Their traditional methods were unable to effectively define different types of churn or extract meaningful predictions from their big banking data. To overcome these obstacles, BKT partnered with vendor B2Metric for its customer journey analytics and machine learning solutions.

B2Metric implemented a comprehensive solution featuring machine learning models for customer churn prediction and adaptive learning to keep the models current. Their platform provided customer micro-segmentation, which enabled BKT to execute targeted marketing strategies. The measurable result was a 27% reduction in customer churn, allowing the bank to save substantial money and maintain valuable customer relationships.

BKT