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Customer experience
How a leading media company reduced churn and generated $60M+ in value
Customer experience
How a leading media company reduced churn and generated $60M+ in value
Customer experience
How a leading media company reduced churn and generated $60M+ in value
7-10%
Call reduction
5-6%
Churn reduction
$60M+
Value saved
$20M+
Cost reduction
7-10%
Call reduction
5-6%
Churn reduction
$60M+
Value saved
$20M+
Cost reduction
7-10%
Call reduction
5-6%
Churn reduction
$60M+
Value saved
$20M+
Cost reduction
The challenge
Breaking free from reactive service
A leading european media and entertainment provider faced intense competition and rising customer expectations. Their reactive approach to customer service and reliance on discounts for retention was unsustainable.
Key challenges
Disconnected customer experience across channels
High reliance on reactive retention offers
Manual, inconsistent customer insights
Rising customer acquisition costs
A leading european media and entertainment provider faced intense competition and rising customer expectations. Their reactive approach to customer service and reliance on discounts for retention was unsustainable.
Key challenges
Disconnected customer experience across channels
High reliance on reactive retention offers
Manual, inconsistent customer insights
Rising customer acquisition costs
A leading european media and entertainment provider faced intense competition and rising customer expectations. Their reactive approach to customer service and reliance on discounts for retention was unsustainable.
Key challenges
testxvcvcxv Disconnected customer experience across channels
High reliance on reactive retention offers
Manual, inconsistent customer insights
Rising customer acquisition costs
The solution
AI-powered experience management
Predictive intelligence
Early churn risk detection
Automated intervention triggers
Real-time experience monitoring
Proactive engagement
Personalized retention strategies
Value-based engagement
Automated issue resolution
AI-powered experience management
Predictive intelligence
Early churn risk detection
Automated intervention triggers
Real-time experience monitoring
Proactive engagement
Personalized retention strategies
Value-based engagement
Automated issue resolution
AI-powered experience management
Predictive intelligence
Early churn risk detection
Automated intervention triggers
Real-time experience monitoring
Proactive engagement
Personalized retention strategies
Value-based engagement
Automated issue resolution
Implementation approach
1
Data integration
Unified customer data
Built predictive models
Established baselines
2
Experience design
Mapped customer journeys
Created intervention flows
Developed automation rules
3
Value delivery
Enabled proactive engagement
Implementation approach
1
Data integration
Unified customer data
Built predictive models
Established baselines
2
Experience design
Mapped customer journeys
Created intervention flows
Developed automation rules
3
Value delivery
Enabled proactive engagement
Implementation approach
1
Data integration
Unified customer data
Built predictive models
Established baselines
2
Experience design
Mapped customer journeys
Created intervention flows
Developed automation rules
3
Value delivery
Enabled proactive engagement
Dive deeper
Dive deeper
Dive deeper
The impact
Transformed customer experience
Experience improvements
Call reduction
7-10%
Proactive issue resolution
Automated engagement
Higher satisfaction
Retention impact
Churn reduction
5-6%
Early intervention
Personalized retention
Value-based engagement
Business value
Total impact
$60M+
$40M+ revenue protected
10+ active use cases
10+ active use cases
$20M+ cost savings
Improved efficiency
Improved efficiency
Improved efficiency
Significant savings
Significant savings
Dive deeper
Dive deeper
Dive deeper
Looking ahead
Enhanced AI models
Expanding predictive capabilities
Global rollout
Scaling across markets
New applications
Extending to product development
Looking ahead
Enhanced AI models
Expanding predictive capabilities
Global rollout
Scaling across markets
New applications
Extending to product development
Looking ahead
Enhanced AI models
Expanding predictive capabilities
Global rollout
Scaling across markets
New applications
Extending to product development
Testimonials
This new marketing channel, combined with the new analysis and the analytics that we get from it, is really helping us expand our practice and reach clients that we wouldn’t have been able to reach otherwise.
David McSpadden, Chief Marketing Officer
Insights worth exploring
Recognition and achievements
Named leader
Customer analytics service provider Q2 2023
Named leader
Customer analytics service provider Q2 2023
Named leader
Customer analytics service provider Q2 2023
Representative vendor
Customer analytics service provider Q1 2021
Representative vendor
Customer analytics service provider Q1 2021
Representative vendor
Customer analytics service provider Q1 2021
Great Place to Work, USA
Great Place to Work, USA
Great Place to Work, USA
Representative vendor
Customer analytics service provider Q1 2021
Representative vendor
Customer analytics service provider Q1 2021
Representative vendor
Customer analytics service provider Q1 2021
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