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COMMUNICATIONS

The Right Content Enhances the Customer Experience


The Challenge

One of Cognizant’s clients was experiencing lower customer stickiness due to stiff competition from other online streaming services and customer dissatisfaction because of inflexible channel packages and pricing.


Our Approach

A simple and highly personalized search and discovery platform for video subscribers helps our client locate the right content to enhance the customer experience. Cognizant’s solution involves integrating clickstream data with viewership and subscriber profile data. Our sophisticated algorithm then provides targeted content recommendations. Dashboards enable the company to track key performance metrics such as adoption, customer satisfaction and revenue from paid content.

Recommendation Engine Increases On-Demand Use by 20%

150M

customer records processed

20%

increase in on-demand use

30%

increase in number of channels watched


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