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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.


  • 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.


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.


  • 10% CSAT improvement

  • 9% increase in resolved cases

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