Foxtel

With so many competitors in the subscription television space, it’s crucial for the Foxtel brand to deliver excellent experiences to customers at every opportunity.

But because Foxtel’s technicians are independent contractors, seeing customer experiences as their own responsibility was a challenge—and it became difficult for Foxtel to ensure great experiences were taking place at every home visit. That’s why Foxtel partnered with Pearl-Plaza.

Read the full case study to learn how Foxtel reframed their CX program to better understand their customer needs, increase employee performance, and drive deeper customer satisfaction.