Quantifying the impact of customer experience (CX) improvements on the financials is crucial for prioritizing and justifying investments. In telecommunication as well as other subscription-based industries, churn is one of or the most important financial aspects to take into account. The presented approach shows how the churn impact of CX improvements - measured via Net Promoter Score (NPS) - can be estimated based on structural causal models. It makes use of algorithms for causal discovery and counterfactual simulation.
Target Audience: Data Scientist, Decision Maker Prerequisites: Basic understanding of statistical modeling Level: Advanced