Transforming Customer Engagement with AI
Industry
Media & Publishing
Company Size / Annual Revenue
Enterprise / £250M+ revenue
Markets
UK, Europe, North America, Australia
Relationship
Chief Customer Officer, Chief Digital Officer, CMO
Challenge
A leading global media brand faced significant challenges with customer retention and engagement, hindered by legacy systems, fragmented data, and ineffective CRM tools. To remain competitive, the organization needed a strategic overhaul of its digital marketing capabilities, shifting towards personalized, data-driven reader experiences.
Approach
Our phased approach started with the establishment of robust marketing automation infrastructure and a centralised customer data platform. This initial foundation unified fragmented data, enabling sophisticated personalisation at scale.
Subsequent phases focused on agile "journey sprints," rapidly enhancing CRM effectiveness through Gen AI-driven segmentation and real-time interactions. Continuous training, feedback loops, and stakeholder collaboration embedded a culture of innovation, creating lasting improvements in customer experience.
Results
17% reduction in customer churn
15% reduction in customer service costs
£40K incremental revenue per CRM sprint
Enhanced digital loyalty through personalized engagement
The transformation provided a future-proof digital framework that positions the organization for sustained growth.
