CX for media, entertainment and gaming companies

From playlists and podcasts to multiplayer games and non-linear TV programming, consumers have never had so much choice. And that means media, entertainment and gaming brands have never faced so much competition. When any entity in any form, or on any platform that can educate, entertain or inform, can be considered your direct rival; the only way to keep connecting with your audience is with a CX that holds their attention.

61%

of customers expect a personalized CX as standard

50

competing video streaming and VOD platforms available just in the U.S.

24%

of consumers cancelled three media subscription services in 2023

3 billion

consumers are regular smartphone gamers

Entertaining new CX ideas to keep the audience engaged

$3 trillion

Estimated media, entertainment and gaming revenues by 2030

Give your audience what they want, how they want it

In an industry overflowing with options, knowing who your customers are and how to connect with them is critical – as is keeping them loyal once they’ve discovered your brand.

Even so, when everyone is vying for attention, keeping hold of customers means keeping an eye on your CX.

Can you create an environment that elevates enjoyment? Where your services feel personalized? Are your platforms easy to use, and how easy is it for you to spot when a customer has an issue or is thinking of changing channels?

How we help

  • CX design and strategy
  • Identify customer personas and map and optimize customer journeys from onboarding to subscription renewal
  • Data-driven insights for understanding and counteracting customer dissatisfaction
  • Proactive customer retention
  • Recuperate monies owed without denting brand perception or reputation

90%

of gamers have either experienced or witnessed emotional abuse or bullying while playing online

Create the best gaming experiences that are safer and more secure

Online gaming is now part of everyday life for many consumers, and that places an even greater onus on you to create safe gaming spaces.

Activities like commenting, posting or in-game chat present a very real risk for social engineering and attempts to defraud. With the right blend of human and technological content moderation and fraud detection, you can take action and keep hold of your audience.

And it’s not just gaming — online communities and social media pages need management and moderation to ensure they positively reflect and reinforce your brand.

How we help

  • Community and content moderation that reflects your individual brand and customers
  • AI and analytics-powered social engineering and fraud prevention to spot bad actors in real time
  • Social media listening for brand management and customer insights
  • Seamlessly migrate CX to the metaverse

CX insights

Guide
Without robust customer insights, navigating the future of the industry could be an unsurmountable challenge.
Closeup of hands typing on a smartphone; social media monitoring
Blog
Social listening can give any media, entertainment or gaming brand a competitive advantage in their…
Case study
Foundever followed a people-centric user-experience (UX) design methodology to design its shiny new global performance…

Related Certifications

PCI DSS
ISO 27001:2013 and ISO 27002:2013
SOC Type 1 and SOC Type 2

Access the people and technology to deliver effortless CX

The face of the media, entertainment and gaming industry is changing. Your customers are no longer passively consuming content — they’re active participants who need a new level of service and understanding. When choice is growing, when entertainment is moving into the metaverse and when generative AI is revolutionizing how we work and play, Foundever® can help you deliver a CX that makes and maintains a connection with your customers.

150K

associates across the globe

+60

languages

9M

customer experiences delivered daily

750

brands count on our expertise

Types of services or lines of business

Customer service

  • Account billing and inquiry
  • Inbound and outbound phone
  • Complaint/issue resolution
  • Email and chat support
  • Product activation and registration
  • Acquisition
  • Activation and onboarding
  • Sales
  • Subscriptions
  • Loyalty and rewards programs
  • Winback/save retention
  • Billing
  • Customer surveys
  • Technical support