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

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