Media

Increase fan engagement with personalised experiences.

Improve engagement with a comprehensive view of all customer interactions across platforms, including sentiment, to ensure you nail every personalisation, every time.
Boost revenue by identifying cross-sell and upsell opportunities and creating automated processes that surface them to agents, deliver them to customers, and identify trends.

Use case summary

Make deeper connections for life with your fans by getting to know them and making every interaction memorable. Increase revenue by identifying upsell and cross-sell opportunities that will increase wallet share alongside customer satisfaction.

Industry

Media

Salesforce products used

Data Sources Used

Media Consumption Event

Website & Apps

Content Consumption Data

Surveys and Feedback Forms

Location Data

Streaming Consumption

Customer Support Interactions

Ticket Purchase Events

Subscriptions & Purchases

Attendee & Participant Data

Apply Insights and Predictions

By bringing together the data sources referenced in this use case, teams can build calculated insights or run predictive models with Data Cloud that will allow them to make smarter decisions or power new automations.

Calculated Insights	Create insights such as customer lifetime value or overall fan engagement scores by combining data such as media consumption, number of ad exposures, ticket purchases, and merchandise purchases to surface key insights, reports, and dashboards.
Predictive Models	Run models that predict when a fan might be most receptive to upgrades or VIP offers. Predict overall levels of fan satisfaction based on historical engagement data with your brand.

What’s the impact?

Decreased Churn

Increased Cross-sell & Upsell

Increased Customer Satisfaction

Improved CLTV

Improved CSAT

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