7-10%
Call reduction
5-6%
Churn reduction
$40M+
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
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
Implementation approach
1
Data Integration
Unified customer data
Established baselines
Built predictive models
2
Experience design
Mapped customer journeys
Created intervention flows
Developed automation rules
3
Value delivery
Deployed predictive system
Enabled proactive engagement
Measured impact
The impact
Transformed customer experience
Experience improvements
7-10%
Call reduction
Proactive issue resolution
Automated engagement
Higher satisfaction
Retention impact
5-6%
Churn reduction
Early intervention
Personalized retention
Value-based engagement
Business value
$60M+
Total impact
$40M+ revenue protected
$20M+ cost savings
Improved efficiency
Looking ahead
Enhanced AI models
Expanding predictive capabilities
Global rollout
Scaling across markets
New applications
Extending to product development
