The Challenge: Customer Experience Bottleneck
As a leading digital entertainment provider, the client had built a strong reputation for delivering premium content to audiences worldwide. The Chief Customer Experience Officer (CCXO) faced a pressing concern ensuring seamless, high-quality support for millions of users while managing an increasingly fragmented customer service ecosystem.
The lack of a unified platform to access holistic customer data, insights, and support tickets meant service teams struggled with delayed response times, inconsistent interactions, and operational inefficiencies.
As the client expanded its content library and subscriber outreach, scaling support services seamlessly across different digital touchpoints became increasingly difficult.
