AI Churn Prediction—and Growth

In this quick-hit episode of Sound Bites, Bill Binch sits down with Kevin Knieriem, CRO of Clari, to explore how the company uses agentic AI to predict customer churn and growth with remarkable accuracy. Kevin reveals how Clari’s partnership with Quadzai transformed billions of telemetry signals into actionable insights that help the company retain customers, identify expansion opportunities, and even improve product workflows.

Key Takeaways/ Key Moments:

00:08 – Introduction: A New Format for Sound Bites 

Bill introduces a shorter, focused episode format centered on agentic AI use cases and welcomes guest Kevin Knieriem, CRO of Clari.

01:17 – The Challenge: Predicting and Preventing Churn 

Kevin explains that Clari wanted to move beyond traditional, reactive customer health metrics to proactively identify early signals of churn and contraction.

02:40 – The Solution: Partnering with Quadzai for Predictive Insights 

Clari partnered with Quadzai, which ingested over 6 billion telemetry signals across product usage, contracts, support data, and customer interactions to build a predictive churn model.

03:43 – Building AI into Clari’s Own System 

The data science model was integrated directly into Clari’s own platform, allowing account and success teams to see early warning signals and prioritize accounts more intelligently.

04:35 – The Results: Accuracy and Unexpected Growth Insights 

The AI model achieved 94% accuracy in predicting churn a year in advance — and 90% accuracy in predicting growth. It also surfaced surprising risk factors, such as “too few support cases,” which provided early warnings.

06:21 – Broader Impact: Product and Process Improvements 

Beyond revenue retention, Clari used these insights to guide product improvements and refine workflows, turning predictive analytics into actionable business intelligence.

07:22 – Measuring Impact and Looking Ahead 

Bill notes that measurement and precision are key differentiators for Clari’s use case, showing that the company has moved beyond experimentation to measurable business outcomes.

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