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
