Sub Industry: Media
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Premium global magazine targets $1M incremental revenue through omnichannel, persona-based support
The challenge: High customer attrition made it hard to grow subscriber base The client is a premium media brand with an educated subscriber base and global reach. They distribute award-winning journalism through a print magazine, website, podcast and short video clips. The core problem was high subscriber attrition, which was
Turning customer service from a cost center into a value center yields $106M P&L impact
A global subscription media company improves customer retention and growth in a crowded market The challenge: Meet the CX challenges posed by well-funded new entrants The client is a leading entertainment company with over $18B revenue. They employ over 30,000 people and serve 20 million customers across Europe. The client
UK-based media and broadcasting company boosts associate productivity by 10% with work-at-home model
The challenge: Recruit top talent to handle fluctuating technical support call volumes 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. With the growing demand for media and content services in
US telecom giant uses advanced analytics to rapidly increase cross-selling performance
The challenge: Improve cross-selling across service categories 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. The client was pursuing a quad-play
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…
US telecom and media giant leverages customer sentiment analysis to achieve 6% call avoidance
The challenge: Improve customer experience in a highly competitive market 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. Customer experience
A leading UK communications company increases website conversions by 250%
Background NOW TV is a leading UK-based telecommunications player that provides no-contract subscription internet television, broadband internet, and landline telephone services. Since its launch in 2012, NOW TV has changed the way UK viewers watch the latest movies, TV series and exclusive live sports through pay TV. Today, 4% of
Viva la (digital) revolution!
Exactly two decades ago, the volume of business emails exchanged surpassed that of regular mail for the very first time – and there’s been no going back since.
