GLOBAL CSP ACHIEVES
336% UPSELL LIFT
WITH REAL-TIME,
CONTEXTUAL COMMUNICATIONS
Case Study
Delivered an intelligent approach to digital engagement,
creating customer loyalty while driving better business results.
WHO?
Global wireless communications service provider (CSP) operating in over 100 countries.
The CSP wanted to grow one of its business segments by increasing upsell success for its existing customer base.
WHAT?
It saw an opportunity here, as it determined it sent too many generic offers via multiple channels that didn’t lead to desired outcomes.
The CSP needed a new approach: using intelligent decisioning to identify which messages to send to which audience members to produce the best upsell success rate.
The CSP could then use machine learning to adapt upsell messages based on customer behavior and analytics, driving increasingly better business results.
By leveraging data across otherwise-siloed sources, the CSP used Xponent to track customers’ journeys, anticipate their needs and deliver the right messages on the right channels.
The CSP implemented CSG Xponent as the “air traffic control” system for customer notifications. It sent targeted upsell offers to more than 1 million customers.
HOW?
Boosted digital customer engagement and upsell conversion
RESULTS
Increase in email
engagement
111%
Increase in upsell success
336%
Return on investment
887%
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