Delivering engaging customer experiences through People, Data and Technology

Our client is an American multinational, mass media and entertainment conglomerate, one of the best-known companies in the world and ranked in the Fortune 500 list of biggest companies in the United States by revenue.

Challenge

Design rewarding customer journeys for customers in several countries while prioritizing cultural relevance and brand consistency.
Improve subscription retention rates, leveraging creative properties to deliver loyalty-building offers.
Reduce friction in customer care by implementing data-driven omnichannel solutions.

Challenge

Design rewarding customer journeys for customers in several countries while prioritizing cultural relevance and brand consistency.
Improve subscription retention rates, leveraging creative properties to deliver loyalty-building offers.
Reduce friction in customer care by implementing data-driven omnichannel solutions.

Strategy

We took specific actions to gain deeper insights into customers’ behaviors and preferences.<br><br>We leveraged this data, as well as customer-generated insights and develop actionable insights to:

Implement operational best practices based on supervisors’ feedback.
Update training material promoting a better understanding of customers’ expectations and preferences.
Calibrate our dashboards and KPIs to align success factors with customer feedback.

Strategy

We took specific actions to gain deeper insights into customers’ behaviors and preferences.<br><br>We leveraged this data, as well as customer-generated insights and develop actionable insights to:

Implement operational best practices based on supervisors’ feedback.
Update training material promoting a better understanding of customers’ expectations and preferences.
Calibrate our dashboards and KPIs to align success factors with customer feedback.

Results

10% CSAT improvement
9% increase in resolved cases

Results

10% CSAT improvement
9% increase in resolved cases

To read the complete success story, please fill out this form

A Process Consultancy Triumph

Service Automation

Improving agents’ performance for the Born Digital champion

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Delivering engaging customer experiences through People, Data and Technology

Challenge

Challenge

Strategy

Strategy

Results

Results

To read the complete success story, please fill out this form

To read the complete success story, please fill out this form

Cases

A Process Consultancy Triumph

Service Automation

Improving agents’ performance for the Born Digital champion