Professional Services
Professional Services Firm
Full Credential Description
A leading $30 billion direct broadcast satellite and streaming video service provider faced significant challenges, including declining subscriptions and revenues, amid a competitive market and a pressing need for modernization. Following a private equity acquisition, the company was undergoing a transformation to emerge more profitable and agile. we identified key organizational challenges and pain points that could be addressed through AI and digital solutions, particularly focusing on underperforming satellite and TV programs.
Over a 10-month period, we implemented a series of AI-driven initiatives aimed at enhancing customer satisfaction, reducing churn, and optimizing costs. These initiatives included advanced lead management for scoring and prioritization, a shift in acquisition marketing strategy from volume to lifetime value, and a detailed analysis of price sensitivity by package. By leveraging large transactional datasets, the team identified customer segments that were experiencing high churn rates.
The modernization efforts encompassed improved customer analytics, the introduction of digital self-service options, enhanced guided sales experiences, and upgrades to call center and IVR systems. The comprehensive engagement resulted in a transformative 3-year improvement program valued at $3.5 billion, which included $1 billion in cost optimizations and $2.5 billion in growth. More than 150 initiatives were identified across 50 workstreams, establishing a new governance function and a global business process outsourcing (BPO) rationalization function. we also set up a transformation office to ensure ongoing execution and accountability for the results achieved.