CASE STUDY

Helping a Leading Streaming Platform Streamline the Customer Experience

Working with VXI, a household name for media and entertainment gained access to a digital CX innovation hub for improved CX, self-service, and integrated subscriber services - including billing and refunds support.

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[trial]_op4 with alpha_4_Helping a Leading Streaming Platform Streamline

To close service gaps exposed by a pandemic-driven streaming boom, a North American media, and entertainment company relied on VXI’s CX Acceleration Services.

Based on outside-in assessments and root-cause analysis, our consultants built a three-year customer experience (CX) roadmap and service improvement plan focusing on the CX and employee experience (EX). Our efforts in process excellence, technology optimization, self-service usage, and agent scheduling reduced escalations, AHT, and costs per contact, leading to $1.3M in annualized cost savings. 

Key takeaways for CX leaders:

Handling tactics and strategy is tough:

Teams are short on resources and time - CX transformation takes both.
Re-engineering is complex:

The modern CX involves many moving parts that need orchestration.
Your website is a CX tool:

Service often starts online and so should your service workflows.
Preventing fires is possible:

With a solid VXI roadmap, you can address process, IT, and channel gaps.

CASE STUDY

Helping a Leading Streaming Platform Streamline the Customer Experience

Key takeaways for CX leaders:

Handling tactics and strategy is tough:

Re-engineering is complex:

Your website is a CX tool:

Preventing fires is possible:

Download the Case Study

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