A/B Testing Fuels Portfolio Growth

Man outside checking his phone

Refining the customer journey helped Spanish-language media titan Univision improve retention and profitability.

Univision initially hired Ubiquity for bilingual customer service for their pioneering prepaid program; however, Ubiquity’s operations team quickly identified key areas of opportunity to support the company’s broader growth initiatives.

The CX specialist worked in tandem with Univision to devise a testing regime for the IVR and initial customer contact to determine the optimal customer experience for boosting card activations and increasing card usage.