Client Situation – Driving Digital Customer Experiences through Predictive Analytics for a leading Video Streaming Services Company

The client was growing quickly and putting pressure on their operations to keep up with the growing demands. An increasing number of customers meant widening of customer demands. The result was high customer churn and an increasing volume of complaints. They recognized the challenge as an opportunity to reinvent the customer experience journey and develop a world-class digital support model. The transformation focused on rationalizing the operations processes and delivering more value to customers.

About Client - The client is a leading provider of video streaming services to television across homes in US. They also manufacture digital media players and partners with various over-the-top content providers to deliver streaming video content.

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