BrazilFinance and insurance2023 – ongoingBTG Pactual
Health Score for customer retention
BTG Pactual used Health Score to flag customers for retention intervention
Problem
Surveys gave BTG a limited view of customer satisfaction.
Approach
BTG implemented Health Score in 2023 to flag investment clients at risk of leaving. Retention staff used it to intervene in previously overlooked cases.
Results
No published figures
Takeaway
A control-group evaluation of retention effects remained planned.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Marketing and sales
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]BTG Pactual27 May 2024
BTG reported successful retention interventions using Health Score. It gave no churn-reduction figure.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
