Helping a Leading Streaming Platform Streamline the Customer Experience

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.  

What You’ll Learn

• Handling tactics and strategy is tough: Teams are short on resources and time - CX transformation takes both.
• Your website is a CX tool: Service often starts online and so should your service workflows.
• Re-engineering is complex: The modern CX involves many moving parts that need orchestration.
• Preventing fires is possible: With a solid VXI roadmap, you can address process, IT, and channel gaps.