Customer churn prediction using deep learning

Churn studies have been used for years to achieve profitability and to establish a sustainable customer-company relationship. Deep learning is one of the contemporary methods used in churn analysis due to its ability to process huge amounts of customer data. In this study, a deep learning model is proposed to predict whether customers in the retail industry will churn in the future. The model was compared with logistic regression and artificial neural network models, which are also frequently used in the churn prediction studies. The results of the models were compared with accuracy classification tools, which are precision, recall and AUC. The results showed that the deep learning model achieved better classification and prediction success than other compared models. © 2021, The Author(s), under exclusive license to Springer Nature Switzerland AG.