Every interaction is a renewal decision
AI-native customer operations for streaming, publishing, and broadcast media that turn service moments into subscriber loyalty.
What Firstsource Consulting provides is a team of experts who can be real partners with us in driving innovation.
WHY THIS MATTERS
Content wins audiences. CX keeps them.
Streaming competition, subscriber churn pressure, and rising content costs are making media CX a commercial imperative, not an operational function.
SUBSCRIBER SWITCHING
73%
of consumers will switch after multiple bad experiences in media and streaming.
Zendesk, Global Customer Experience Trends, 2026
PERSONALIZATION EXPECTATION
71%
of consumers expect personalized interactions from the companies they subscribe to.
McKinsey & Company, The Value of Getting Personalization Right
AI FAILURE RISK
4X
is the failure rate for customer service AI compared to other enterprise AI.
Qualtrics XM Institute, State of CX, 2026
PROVEN OUTCOMES
Built in subscriber operations. Proven in CX.
Real proof from streaming, news, and broadcast media — cost, retention, and digital deflection all moved.
40%
cost savings
A renowned US news brand improved CX and achieved 40% cost savings through digital-first service redesign with no drop in subscriber satisfaction.
55%
cost efficiency
A German media organization reduced cost-to-serve while maintaining language quality, CX, and cultural alignment expected by subscriber base.
15%
contacts deflected to digital
And proactive customer communications reduced subscriber contact volumes by 20%, improving efficiency and customer convenience.
10%
higher retention
Retention and reactivation programs increased subscriber retention by 10%, improving customer lifetime value and reducing revenue leakage.
how we deliver it
Built for every subscriber moment
Running in live streaming, news, and broadcast operations.
CX analytics and insights
Identifies at-risk subscribers before they cancel — turning interaction and behavioral data into retention action.
Learn more
Revenue operations
Subscriber retention, win-back campaigns, and renewal operations with propensity analytics driving every contact strategy.
Learn more
CLIENT SPOTLIGHT
40% cost savings for a renowned US news brand
A renowned US news brand needed to reduce the cost of servicing subscribers without compromising the customer experience that underpinned reader revenue growth. Firstsource delivered a digital-first redesign of the subscriber engagement operation, creating a more efficient and scalable service model aligned to evolving customer behavior.
The transformation reduced operating costs by 40% while maintaining subscriber satisfaction and service quality.
The transformation reduced operating costs by 40% while maintaining subscriber satisfaction and service quality.
40%
cost savings
WHO WE SERVE
Streaming, news, broadcast—every media segment
From streaming platforms through news publishers — one AI-native CX model configured for your needs.
STREAMING AND OTT
Retention-first operations
We manage subscriber onboarding, billing support, retention, and win-back operations, helping publishers strengthen subscriber lifetime value and retain more readers throughout the subscription lifecycle.
CUSTOMER STORY
10% subscriber retention improvement with AI-assisted advisors
Combining propensity analytics with AI-assisted retention advisors lifted subscriber retention.
From reactive saves to proactive retention
A media operator relied on reactive retention efforts that engaged subscribers only when they were already preparing to leave, limiting the effectiveness of save programs and increasing churn.
Firstsource reimagined the retention operation to identify and engage at-risk subscribers earlier, helping strengthen customer relationships before cancellation became inevitable. The result was a 10% improvement in subscriber retention across the at-risk base.
Firstsource reimagined the retention operation to identify and engage at-risk subscribers earlier, helping strengthen customer relationships before cancellation became inevitable. The result was a 10% improvement in subscriber retention across the at-risk base.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
ConTACT US
The next subscriber you lose will tell you why first
Diagnosed by the team running CX operations for the world's largest operators built around your subscriber profile.
- Diagnosed by operators running retention, technical support, and service-to-sales not advisors reviewing your P&L.
- Built around your contact driver profile, channel mix, and subscriber economics.
- Proof before commitment: a fix you can act on in weeks, priced on the outcome we commit to.