Ir al contenido principal

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.

Strategy

We took specific actions to gain deeper insights into customers' behaviors and preferences.

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

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

* Required fields
Linkedin LogoLinkedin Atento Live LogoAtento Live
The most competitive Nearshore
partner delivering CX in Spanish

CX Magazine

New Issue

White paper

Rethinking Debt Collection Strategies: A Paradigm Shift in Approaching Modern Customers