Fintech vs Big Tech vs Incumbents
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Sub Industry: Media
Premium global magazine targets $1Mn incremental revenue through omnichannel, persona-based support
Creating a CX strategy and operating model We conducted an advisory project for the client’s leadership team involving several workshops. The process followed these broad steps: Understanding the brand’s subscriber base, how they consume information, and their support needs Crystalizing the vision for how consumers perceive the brand Creating a
Turning customer service cost center into a value center
A global subscription media company improves customer retention and growth in a crowded market Business Challenges The client is a leading entertainment company with over $18 Bn revenue. They employ over 30,000 people and serve 20 million customers across Europe. The client sought to provide industry-leading digital customer service in
UK-based media and broadcasting company boosts associate performance with work-at-home model
Background A leading broadcaster and telecommunications company that provides television and broadband internet services across the UK, including fixed line and mobile telephone services, to both consumers and businesses. Business challenge With the growing demand for media and content services in the digital age, the client realized that providing top-notch
US telecom giant uses advanced analytics to rapidly increase cross-selling performance
Background The client is a multibillion-dollar global telecommunications and mass media conglomerate headquartered in the United States. With a subscriber base of over 28 million customers, it is one of the largest quadruple-play service providers in the country. Business challenge The client was pursuing a quad-play strategy of offering voice
3 tools to evaluate your progress on chatbots
Regardless of where you are on the chatbot journey here are three tools to help you evaluate your progress – chatbot strategy framework, maturity model and chatbot performance benchmark scorecard.
Going beyond traditional customer surveys and performance metrics with voice and speech analytics
Today, as human agents, as well as other voice interfaces, handle increasingly complex transactions…
Top UK entertainment firm lifts sales conversion to stay ahead in the market
Background The client is a leading entertainment company headquartered in the UK with revenues in excess of 13 billion pounds. With a workforce of over 31,000 employees, it caters to approx. 23 million customers across Ireland, Germany, Austria, Italy, Switzerland and Spain – in addition to the UK. Business challenge
US telecoms and media giant leverages customer sentiment analysis to stay ahead of the customer experience game
Background The client is a multibillion-dollar global telecommunications and mass media conglomerate headquartered in the United States. With a subscriber base of over 28 million customers, it is one of the largest quadruple play service providers in the country. Business challenge Customer experience in the telecom industry is a critical
A leading UK entertainment company stays ahead of the competition by augmenting associate performance
Background The client is a leading entertainment company headquartered in the UK, with over £10bn revenue. It employs over 30,000 people and serves 20 million customers across Europe. Business challenge The client’s customer service associates lacked adequate knowledge of the company’s products. This hindered their ability to handle objections and
Leading online TV service provider improves complaints handling and boost customer satisfaction using advanced analytics
Background The client is a division of a pan-European telecommunications company, offering subscription-based internet television and video-on-demand services in the UK, Ireland and Italy. Business challenge The online TV service provider’s contact centers handled customer support for its streaming and on-demand content services, covering approximately 2.5 million UK and Irish
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