Churn Prediction & Prevention

Retaining high-value clients is paramount in wealth management, yet identifying clients at risk of leaving before it's too late remains a significant challenge. Dissatisfaction often simmers beneath the surface, expressed subtly in communications. Luminary's AI-powered Churn Prediction & Prevention capability analyses interactions to detect early warning signs, enabling Relationship Managers (RMs) to intervene proactively and secure valuable relationships.

The Challenge: The Silent Departure

Why High-Value Clients Leave

Client churn significantly impacts AUM and firm reputation. While major events can trigger departures, often the decision stems from gradually eroding satisfaction due to perceived poor service, unmet needs, lack of proactive engagement, or competitor approaches. These underlying issues are frequently voiced or hinted at in emails, calls, or meeting notes long before the client formally disengages. Relying solely on lagging indicators like reduced trading activity or infrequent contact means intervention often comes too late. Standard tools struggle to capture and interpret these crucial, early, unstructured signals.

Luminary's Approach: AI-Powered Risk Detection

Identifying Early Warning Signs in Communications

Luminary applies its Deep Communication Analysis engine to systematically monitor client interactions for indicators associated with potential churn. Our AI, trained on EU financial context, identifies:

• Negative Sentiment Trends: Detects sustained or increasing negativity in client communications over time.

• Specific Complaints or Dissatisfaction: Flags explicit mentions of service issues, fee concerns, performance disappointment, or unmet expectations.

• Decreased Engagement Patterns: Can highlight shifts in communication frequency or responsiveness (when integrated with relevant metadata).

• Mentions of Competitors: Notes discussions about competitor offerings or services.

• Keywords & Phrases: Recognises language patterns often associated with client dissatisfaction or consideration of alternatives.

Based on these factors, Luminary generates predictive risk alerts, highlighting clients who warrant proactive attention.

Key Capabilities & Benefits

How Luminary Helps Retain Clients

• Early Risk Identification: Receive timely alerts flagging clients exhibiting high churn risk based specifically on communication analysis, allowing intervention before issues escalate.

• Sentiment Trend Monitoring: Track the emotional trajectory of client relationships to spot negative shifts requiring proactive management.

• Root Cause Insights: Gain context directly from communications about why a client might be at risk, enabling more targeted and effective retention strategies.

• Prioritised RM Alerts: Help RMs focus their retention efforts on the clients who need it most, based on data-driven risk assessment.

• Enable Proactive Retention: Equip RMs with the specific insights needed to address underlying concerns, demonstrate understanding, and reinforce the value proposition.

• Reduce AUM Attrition: Directly impact profitability by minimising the loss of valuable HNW/UHNW client relationships and associated assets.

The Result: Proactive Retention

Strengthening Relationships, Securing Assets

By shifting from reactive damage control to proactive risk identification based on communication intelligence, Luminary transforms client retention. Addressing concerns early, demonstrating attentive service based on genuine understanding, and reinforcing value strengthens client loyalty, significantly reduces churn, and protects your firm's vital AUM base.