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Transforming Customer Engagement & Reducing Churn
Industry - Telecom
Client
A leading telecom company serving millions of customers across multiple regions, offering mobile, broadband, and digital services with a strong focus on customer satisfaction.
Challenge
The client faced high churn rates and acquisition costs, negatively impacting profitability. Their primary challenge was delivering personalized, relevant experiences at scale, resulting in:
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Low customer engagement with generic campaigns
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High churn rate due to lack of individualized interactions
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Inefficient marketing spend leading to high cost per lead (CPL)
solution
We implemented an AI-powered, multi-platform solution that enabled real-time analytics, personalized content, and campaign automation across various digital channels, including:
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Designed a scalable architecture to integrate AI-driven analytics, multi-channel personalization, and seamless data flow.
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Developed custom integrations across Azure AI, Segment CDP, and campaign tools, enabling predictive insights and real-time personalization.
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Enabled targeted outreach with Segment CDP, automating campaigns through Salesforce Marketing Cloud and Adobe Campaign, and delivering personalized content via Adobe Target and AEM.
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Deployed Power BI dashboards for real-time KPI tracking, supporting data-driven adjustments and strategic insights.
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Rolled out in phases with continuous support to ensure optimal performance, scalability, and alignment with business objectives.
Key benefits
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15% reduction in churn, driving cost savings and retention.
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30% boost in engagement, with personalized, real-time content across channels.
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35% ROI, through optimized marketing spend and improved campaign efficiency.