The Evolving Landscape of Customer Experience in Media
The media industry is transforming rapidly, with customer experience (CX) emerging as a critical differentiator. As companies invest heavily in CX management, the landscape is evolving to meet changing consumer expectations and technological advancements.
The Booming Subscription Economy
The subscription economy is on a meteoric rise, with projections indicating it will reach a staggering $1.5 trillion by 2025[1]. This growth is transforming how consumers engage with media and entertainment services. Interestingly, the success of subscription models partly hinges on consumer forgetfulness. Those recurring payments you overlook? They’re boosting business revenue in ways you never imagined.
What’s Really Happening in Media CX?
- AI-Powered Personalization
Remember when recommendations felt generic? Those days are over. By combining the power of AI and machine learning, media companies are diving deep into customer data to predict exactly what you want. That’s why platforms like Netflix often seem to know you better than you know yourself.
- Seamless Omnichannel Experiences
A great CX is more than the sum of its parts. 85%[2] of consumers now expect a smooth experience across different platforms. Whether you’re on your phone, smart TV, or scrolling through social media feeds, media companies must ensure a unified, connected customer journey.
- Voice and Conversational Interfaces
Voice-activated devices and conversational AI are reshaping interactions. With solutions like Atento Conversations, businesses can deliver fluid, natural, and highly personalized conversations. Unlike traditional chatbots, it has a high comprehension capability, generating answers based on a safe knowledge-based response. In Atento’s case, we have created the Atento Corpus, which, not only provides a secure environment, but also uses Atento’s extensive knowledge and experience in customer service.
- Trust is Everything
As consumers increasingly rely on intelligent assistants and voice search, intuitive and frictionless engagement is becoming essential and should be in a secure environment. 71% of consumers will walk away if a company breaches their trust[3]. Protecting user data isn’t just good practice; it’s survival in today’s competitive market.
- Self-Service is the New Norm
Consumers are gravitating toward self-service for handling simple tasks and queries. By 2025, 80% of customer service organizations are expected to abandon native mobile apps in favor of messaging for a better customer experience[4]. Implementing intuitive self-service solutions empowers customers and frees up resources for handling more complex issues.
The Impact of Effective CX
Companies delivering a compelling customer experience see:
- 1.6 times higher customer lifetime value[5]
- 1.4 times faster revenue growth[6]
- 73% of consumers choosing experience over price[7]
How Atento Delivers Value for Media & Entertainment CX
Atento offers a robust suite of solutions to enhance CX in the media industry, supporting in-house and outsourced operations. Combining innovative technology, data-driven insights, and a human touch, Atento empowers media companies to optimize their customer interactions and stay ahead of the competition.
Contact Center as a Service (CCaaS)
Atento’s Contact Center as a Service (CCaaS) offers scalable, cloud-based customer support tailored to the unique demands of the media industry. From assisting advertisers to moderating content and managing end-user experiences, CCaaS ensures seamless communication across channels. Its flexibility and cost-effectiveness make it an essential tool for businesses striving to meet the expectations of modern audiences.
For example, Atento has partnered with leading media companies to:
- Provide advertiser support that streamlines campaign management and enhances satisfaction.
- Deliver efficient, multi-channel customer service for end-users and content creators.
- Improve content moderation accuracy by 96%, creating safer online environments.
Employee Experience as a Service
Happy employees drive happy customers, and Atento understands this connection. Through optimized workforce management, smart recruiting, gamified analytics, and continuous training programs, Atento ensures team members are motivated, well-trained, and aligned with customer needs. Real-time management and efficient scheduling help maintain engagement, keeping teams prepared to deliver exceptional CX.
Quality Assurance as a Service
Atento’s QAaaS offers media companies the scalability and flexibility to adapt to market fluctuations. Atento’s technology helps organizations identify pain points, monitor performance, and implement strategic improvements by leveraging data analytics and AI-driven insights. This ensures consistency in customer interactions and enhances satisfaction by addressing specific challenges in real-time.
Workforce Management as a Service
Effective Workforce Management (WFM) is critical to delivering seamless CX. Atento’s WFM solutions cover every phase of workforce planning, from long-term forecasting to real-time management. Atento’s approach integrates reporting, capacity planning, scheduling, and intra-day management to ensure businesses have the right resources. This tactical precision helps media companies manage demand fluctuations, optimize performance, and improve overall business outcomes.
Future Outlook
The customer experience market is projected to grow to $52.54 billion by 2030, while the Streaming Video-On-Demand sector is expected to reach $81.3 billion by 2025. As the subscription economy continues its upward trajectory towards $2 trillion, media companies that prioritize innovative CX strategies will be well-positioned to capture a significant share of this expanding market
In conclusion, the media industry’s future depends on delivering exceptional customer experiences across all touchpoints. By leveraging advanced technologies, prioritizing trust, and adapting to evolving consumer preferences, companies can thrive in this dynamic landscape.
[1] 10 Ways to Cash in on the Trillion-Dollar Subscription Economy
[2] salesforce-state-of-the-connected-customer-fifth-ed.pdf
[3] Trust: the new currency for business
[4] Gartner Predicts 80% of Customer Service Organizations Will Abandon Native Mobile Apps in Favor of Messaging by 2025
[5] 20+ CX Statistics: A Must-Know in 2024
