Helping a Leading Streaming Platform Streamline the Customer Experience

VXI Global Solutions partnered with the No. 1 streaming platform in the U.S., Canada, and Mexico to tackle a challenge familiar to many CX teams: aligning a lean organization around the customer moments that matter most. Rather than continuing to react to fires as they broke out, the client needed a clear picture of its current state, a vision for where it should be, and a practical path to get there. 

This case study walks through how VXI's CX Advisory group used a design-thinking approach (current-state assessment, journey mapping, service improvement planning, and tech stack evaluation) to uncover root causes behind long resolution times, agent inefficiency, and billing confusion. The result was a three-year roadmap that turned friction points into measurable gains across the customer and agent experience. 

What You’ll Learn

• How to run a current-state assessment that surfaces root causes across both the customer and agent journey, not just symptoms
• A practical framework for prioritizing CX fixes, from refund process redesign to self-service optimization, based on impact and effort
• How process standardization (SOPs, governance models) and tech stack improvements work together to reduce escalations and handle times
• The measurable business outcomes a design-thinking approach to CX can deliver, including cost, efficiency, and satisfaction gains