Research Area:  Machine Learning

Abstract:

Customer churn significantly impacts business revenues. Machine Learning (ML) and Deep Learning (DL) methods are increasingly adopted to predict churn, yet a systematic synthesis of recent advancements is lacking. Objectives: This systematic review evaluates ML and DL approaches for churn prediction, identifying trends, challenges, and research gaps from 2020 to 2024. Data Sources: Six databases (Springer, IEEE, Elsevier, MDPI, ACM, Wiley) were searched via Lens.org for studies published between January 2020 and December 2024. Study Eligibility Criteria: Peer-reviewed original studies applying ML/DL techniques for churn prediction were included. Reviews, preprints, and non-peer-reviewed works were excluded. Methods: Screening followed PRISMA 2020 guidelines. A two-phase strategy identified 240 studies for bibliometric analysis and 61 for detailed qualitative synthesis. Results: Ensemble methods (e.g., XGBoost, LightGBM) remain dominant in ML, while DL approaches (e.g., LSTM, CNN) are increasingly applied to complex data. Challenges include class imbalance, interpretability, concept drift, and limited use of profit-oriented metrics. Explainable AI and adaptive learning show potential but limited real-world adoption. Limitations: No formal risk of bias or certainty assessments were conducted. Study heterogeneity prevented meta-analysis. Conclusions: ML and DL methods have matured as key tools for churn prediction, yet gaps remain in interpretability, real-world deployment, and business-aligned evaluation. Systematic Review Registration: Registered retrospectively in OSF.

Keywords:  
customer churn prediction
customer retention
deep learning
literature review
machine learning

Author(s) Name:  Mehdi Imani ,Majid Joudaki ,Ali Beikmohammadi , and Hamid Reza Arabnia

Publisher name:  MDPI

DOI:  10.3390/make7030105

Volume Information:   Volume 7, (2025)

Paper Link:   https://www.mdpi.com/2504-4990/7/3/105