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UK Media and Entertainment

Deliver gold-standard service
while prioritizing cost efficiency

Talk to an expert

Meet ever-evolving consumer needs with digital-first solutions

The UK media and entertainment industry is undergoing a notable transformation. Consumers enjoy an unprecedented array of options while brands grapple with more intense competition than ever before. Forging deeper and more relevant connections with customers, while effectively managing costs, is imperative to driving growth and long-term success.


With over 20 years of experience in providing outcome-driven experiences for media and entertainment companies in the UK, our experts offer firsthand insights into the industry dynamics and evolving consumer requirements. Collaborating with our clients, we design Customer Experience Management (CXM) solutions – spanning TV, Broadband, and Fiber products – to drive excellence across the customer lifecycle. Our CX teams boast a demonstrated track record of delivering performance that rivals or surpasses that of in-house teams, across diverse clients.

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#ResultsMatter

Top British broadcasting and telecommunications company

  • 12% reduction in AHT
  • 80% reduction in agent training time
  • Increased agent availability and reduced training costs

Leading broadband provider in the UK

  • 37% increase in average equipment revenue per sale
  • 220% increase in total equipment sales
  • 267% increase in average units per sale
  • 72% sales involved highest value product package

Laser-focused on CX outcomes

Whether it’s providing your customers with resolution-focused support or helping your field technicians fix issues quickly, our CXM solutions deliver the outcomes that matter including:

  • Lower Average Handle Time (AHT)
  • Improved First Call Resolution (FCR)
  • Enhanced Net Promoter Score (NPS)
  • Increased sales through service

Rigorously trained associates

Our associates undergo an extensive four-week training program that covers a wide range of products. This comprehensive training equips the team with the knowledge and skill sets essential for delivering empathetic customer service and expertly addressing technical issues.

New product launch support

In an increasingly competitive environment, launching new products is key to solidifying market position. Our experts specialize in crafting customized CX solutions that empower brands to scale rapidly and seamlessly, allowing them to adapt to the dynamic market landscape.

Near shore delivery

Supported by two state-of-the-art delivery centers in Bulgaria, we work closely with our clients to create tailored solutions, ensuring cultural and business alignment. Our diverse team, consisting of on-site and ResultsCX Home Office agents, provides round-the-clock support.

Long-standing partnerships

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Large American broadcasting company

Customer life cycle support across 12 sites in all geographies

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Fortune 100 subscription video on-demand company

Global voice and chat support across technical, billing, content, activation, cancellation, and bundled services

Fortune-100-Subscription-Video

Fortune 100 subscription video on-demand company

Reactive inbound chat support across technical, billing, content, activation, cancellation, and bundled services

Our Services​

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Revenue Acceleration

  • Customer acquisition​
  • Sales renewals
  • Inbound/outbound and consultative sales
  • Loyalty Program Support
  • Customer Retention – Cross-selling & Upselling
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Cost Optimization

  • Customer Service
  • Customer/subscriber lifecycle support
  • Billing & Collection
  • Tech Support
  • Process Automation & Optimization
  • KYC & Due Diligence
  • Workforce Management
  • Content and review moderation & management support
  • Translation services - dubbing, subtitling
  • Content Management Support
  • Call Transfer Rate Reduction
  • Dynamic Agent Training Programs
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Enhanced Experience

  • Omnichannel Customer Support - including Conversational AI Chatbots
  • Sentiment Analytics
  • Call Driver Assesment
  • Repeat Call Analytics
  • Customer Churn Mitigation
  • Channel Optimization

How we do it

For three decades, we’ve helped leading media clients deepen engagement, personalize support, and reduce churn – all while preserving the integrity of their brands. Guided by our digital-first approach, we take the time to understand your business, your customers, and how they interact with your brand, to design solutions that deliver the desired outcomes. From identifying strong leads to optimizing channel mix to accelerating acquisition to improving cross-sell/upsell.

Increased customer lifetime value

  • Advanced analytics to better understand customer needs, target, prioritize, customers most likely to convert.
  • Multiple platforms – email, chat, app, website, social media, and voice – so customers can engage on a channel of their choice.

Improved agent performance

  • Fit-for-purpose agents through automated proficiency testing and AI-driven candidate concierge.
  • Next-gen training for ongoing market level learning, development, and cultural sensitivity.
  • Real time dashboards, AI-driven knowledgebase, guided-workflows, and real time service alerts.
  • Programs and interventions to ensure advocate health and wellness.

Elevated experiences

  • Key insights to deliver focused, intelligent, and desired experiences.
  • Curated experiences based on customer profile and preferences.
  • Ability to identify bottlenecks and preempt potential disruptions in service across the lifecycle.

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Do more with our next-gen services

  • Reach out to the right customers, on the right channel, at the right time
  • Prioritize and target high value customers
  • Tailor product messaging to target channel
  • Leverage customer intelligence, personalize solutions, increase average order value
  • Implement sales campaigns based on customer behavior
  • Enable voice-based ordering system using conversational AI voice-based platform
  • Use guided agent workflows to improve sales conversion

Industry leading capabilities

Driving innovation and consistent, repeatable core best practices across all aspects of customer support
Technology & contact center operations experience
Technology & contact center operations experience
Recognized as #1 in buyer satisfaction, proactiveness, and ease of doing business in Everest Group’s Customer Experience Management Matrix 2022
Proven business outcomes
Proven business outcomes
Top of peer group security ranking, HIPAA HITRUST Certification, PCI-DSS, FFIEC, SOC I, SOC II, GLBA
Outstanding security and compliance
Outstanding security and compliance
With stellar seasonal ramp record, AI-enhanced onboarding, proven agent incentive structures, and prescriptive sales coaching
Workforce readiness
Workforce readiness

Meet our experts

View profile

Daniel Dwyer
Daniel-Dwyer

Connect with me

Leadership /
Daniel Dwyer

Daniel Dwyer

Vice President, Client Solutions

Daniel Dwyer is ResultsCX’s Vice President of Client Solutions. He has a demonstrated history of working in the information technology and services industry. With nearly three decades of experience, Dan is experienced in leading high-performance teams focused on improving efficiencies and employee development to provide exceptional client satisfaction.

Vice President, Client Solutions

View profile

Tonya Grant
Tonya-Grant

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Leadership /
Tonya Grant

Tonya Grant

Vice President, Account Operations

Tonya Grant is Vice President, Account Operations at ResultsCX. With over two decades of industry experience, Tonya provides leadership in devising account strategies and best practices – setting up processes, metrics, and improvement engine – to help our clients reach their CX goals.

Vice President, Account Operations

Awards & recognition

We have been recognized a leader across all aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX
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Great Place to Work
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Beyond operational excellence

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Revenue Acceleration
Digitally-led CX strategies, solutions, tools, and accelerators to advance growth and revenues
cost-reduction
Cost Optimization
Omnichannel strategies, resolution-centered approach, and innovative workforce management toolkit to keep a lid on costs
experience
Enhanced Experience
Seamless, responsive, and data-driven experiences that keep customers coming back

Discover new ideas, insights & solutions

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Analytics Boosts Customer Retention and Increases Annual Revenue by $1.27 Million for Streaming Media Giant

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Innovative Surge Staffing Strategy Nets Cost Savings for Streaming Media Brand While Reducing AHT by 12%

Operational Excellence

Case Study

March 15, 2023

Transform Your Customer Experience, Act Now!

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