Serra Aksoy

Predictability Is Not Profitability: An Explainable, Cost-Sensitive Evaluation of Customer Churn Across Three Sectors

Churn prediction research is largely accuracy-oriented, and the link between prediction and financial decision-making remains underdeveloped. This study builds and tests the chain from prediction to profit as follows: calibrated prediction, SHAP-based explanation, a profit-maximizing threshold, and EMP-based evaluation...