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