Sub Industry: Media

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

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.

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

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