Over the last 12 months, with limited capital to invest in service experience, Foxtel focused on creatively working with existing tools and digital teams to build specific assets in the troubleshooting place to enhance customer experience. With calls per subscriber about a quarter down over the last 12 months, 25 to 30% of support through chat, and bot containment between 35 -70%, what’s next for Foxtel ? 

In this session, Jason will share the learnings that have come out of the last 12 months that has paved the way for a robust digital transformation program

·     Driving a low effort experience without large investments

·     Efficiently transitioning your customers to an assisted digital versus a voice service experience

·     Understanding the personas of your customers and leveraging this to encourage the shift to digital

·     Key Learnings: Examining the roadblocks and challenges

Ondemand link : https://event.on24.com/wcc/r/3168167/68519A432CDC56F94AFF20A73151F104

Facing significant industry disruption, pressures brought on by the pandemic and challenges with legacy infrastructure, Foxtel needed to evolve its service quickly to meet heightened customer demands.

It responded by introducing a more agile business model to its service operations and within 8 weeks resulted in a 50% boost in service efficiencies. Tune into this session to hear what were the key service investments Foxtel made to pivot quickly and what it has learned during this crucial time.

Ondemand link : https://event.on24.com/wcc/r/3173802/F7A9EE5514D0FCAC645C90330FB1CFE1

Plus, you will hear how the organisation plans to spearhead a new service legacy that will significantly improve the way it services its customers in the future.

Ondemand link : https://event.on24.com/wcc/r/3173802/F7A9EE5514D0FCAC645C90330FB1CFE1