Case Study: CX, Onboarding & Retention
Reversing Churn Through Experience Transformation
Challenge
The Signal Need
A major telecom provider faced a "leaky bucket." despite high engagement. Data revealed Communication Fatigue: new customers received 40+ disconnected messages in their first 21 days, driving short term dissatisfaction and long term churn.
Approach
The Strategy
We initiated a "Volume vs. Value" Audit.
Signal
Analyzed the "emotional load" of the sequence, proving we were overwhelming the user.
Soul
Implemented "Preference Architecture," giving users control over channel and frequency (Text/Email/Phone).
Solution
The Execution
Reduced communication volume by 50% (40 to 20 touchpoints) and extended the onboarding window to a digestible 45 days, improving the overall first 100 days experience.
Results
Results
The Impact
The Impact
Validated a $70M NPV business case through increased retention and significantly lifted CSAT scores in the critical early lifecycle, impacting customer likelihood to recommend service, referrals, upsell acceptance, and renewal likelihood.
Validated a $70M NPV business case through increased retention and significantly lifted CSAT scores in the critical early lifecycle, impacting customer likelihood to recommend service, referrals, upsell acceptance, and renewal likelihood.