How REV built lucrative, long-lasting customer relationships
2 min. Read
Challenge
Legacy systems, siloed data, and complex analytics environments were stopping REV from delivering hyper-personalized customer experiences.
Results
A smarter, predictive way to combat customer churn by anticipating which customers are drifting away – and acting before they leave.
An end-to-end customer satisfaction play that saved over $1M by only provisioning the content that customers wanted to watch.
“To drive better customer outcomes through customer intelligence, it’s crucial to empower business users to explore the data in a simple, intuitive way.”
John Gomez
Chief Operating Officer
REV: Owned, loved and watched by Bahamians
REV – owned and operated by the Cable Bahamas Group of companies – is a provider of fixed-line services (cable TV, broadband/circuits, fixed-line voice, and national data centers). It’s a 100% Bahamian-owned communications company, providing triple-play services to customers across the four major islands of The Bahamas.
REV uses the Intent HQ Insights Explorer to enrich its existing customer profiles with behavioral insights from Network Data. These insights make it possible to model and predict customer actions based on changes in their behavior and quickly operationalize specific responses.
The result is that customers don’t just get a better service and the content they love. They’re treated as individuals, which goes a long way in securing long-term relationships and brand loyalty.
And as we’ll go on to see, when every team has access to a truly connected customer view, some powerful possibilities emerge.
At Intent HQ, we are at the forefront of navigating the complex terrain of AI biases, a critical aspect that shapes the future of fair and equitable AI systems. In our endeavor, we understand that AI’s transformative power hinges not just on its technical prowess but on its ethical application. This commitment aligns with our broader mission: to turn vast, unstructured data into actionable insights, ensuring privacy and security remain paramount.
Telcos are at an inflection point. For years, they’ve faced mounting pressure from better-funded, more innovative tech competitors, and seen a return on investment, profits and market share slowly dwindle.
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