Predict, Prevent, Retain: Stopping Churn Before It Starts

Session Abstract

Building an AI-powered predictive churn program to proactively identify and re-engage at-risk customers can make a massive impact on retention. In this session, hear how SurveyMonkey's CSM, CS Ops and data teams partnered to drive retention through machine learning, automation, and targeted intervention—turning potential churn into success stories. Hear how to: Use AI models to spot churn risks before it’s too late, combine automation and CSM-led outreach to re-engage customers, and leverage data-driven interventions to drive renewals and customer success.