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In the subscription media industry, lifetime customer value is a critical metric. Success is measured by finding the right balance between customer retention and minimizing the discounts that are sometimes required to keep subscribers.
For one of the largest media producers in the US, customer-service agents play a massive role in striking this balance. Capgemini and Pega understood the needs of this client, and through a custom-built next-best-offer algorithm, gave this producer a powerful tool to move its business forward.
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