{"id":514825,"date":"2021-03-23T13:37:37","date_gmt":"2021-03-23T13:37:37","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=client-story&#038;p=514825"},"modified":"2025-03-05T05:42:08","modified_gmt":"2025-03-05T10:42:08","slug":"delivering-an-ai-enhanced-solution-for-a-leading-media-client","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/delivering-an-ai-enhanced-solution-for-a-leading-media-client\/","title":{"rendered":"Delivering an AI-Enhanced solution for a leading media client"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/3033-Pega-Alliance-Campaign-Page-July-Web.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/3033-Pega-Alliance-Campaign-Page-July-Web.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/3033-Pega-Alliance-Campaign-Page-July-Web.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/3033-Pega-Alliance-Campaign-Page-July-Web.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/3033-Pega-Alliance-Campaign-Page-July-Web.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/3033-Pega-Alliance-Campaign-Page-July-Web.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/3033-Pega-Alliance-Campaign-Page-July-Web.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/3033-Pega-Alliance-Campaign-Page-July-Web.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/3033-Pega-Alliance-Campaign-Page-July-Web.jpg\" class=\"header-img header-img-d\" alt=\"3033-Pega-Alliance-Campaign-Page-July-Web\" style=\"object-fit:cover;object-position:79% 57.99999999999999%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Delivering an AI-Enhanced solution for a leading media client<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content section--story-content article-body\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-business-need\">Business need<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Enhance customer value by maintaining customer-retention rates and minimizing the need to offer steep discounts<\/li>\n\n\n\n<li>Maximize monthly expected revenue (MER) by enhancing customer-offer accuracy and reducing churn\\<\/li>\n\n\n\n<li>Drive efficiencies in call center and customer service through automation<\/li>\n\n\n\n<li>Resolve under-staffing issues due to societal disruption<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-solution\">Solution<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Delivery of a next-best-offer algorithm that analyzes customer data and selects the most relevant offer for each customer<\/li>\n\n\n\n<li>Re-invention of the client\u2019s call-center experience, automating actions based on customer-data context<\/li>\n\n\n\n<li>Unification of disparate front- and back-end customer service systems that leverage adaptive models to provide call-center agents with the subscription offers that, according to modeling data, customers are most likely to accept<\/li>\n\n\n\n<li>Expansion of Integrated Voice Response (IVR) Channel with Pega Marketing to multiple customer segments, allowing customers to receive their model determined retention offers without requiring a live agent<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-results\">Results<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The next-best-offer algorithm has enhanced customer value while reducing churn rates.<\/li>\n\n\n\n<li>More customers than ever receive and accept retention offers while on the phone, diverting calls from needed to be handled by phone agents.<\/li>\n\n\n\n<li>Call-center representatives are seeing fewer calls as the automated system deflects inefficient tasks and has them only focusing on critical customer issues, thus enhancing satisfaction and increasing loyalty.<\/li>\n\n\n\n<li>More than 51,000 customers have been offered an algorithm-approved offer, of which 16,000 have accepted.<\/li>\n\n\n\n<li>More than 2,000 customers accept offers through the IVR every day, and call-center agents can focus on only extremely high-priority issues.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-technology-and-services\">Technology and services<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Pega BPM<\/li>\n\n\n\n<li>Pega Marketing<\/li>\n\n\n\n<li>Custom next-best-offer algorithm<\/li>\n\n\n\n<li>Integrated voice-response channel<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-cg-blocks-autocloud-form undefined autocloudform\"><div class=\"section--autoCloud-form\"><div class=\"wrapperAutoCloudSection\" id=\"linkToForm\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12 col-lg-6 left-img 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