Daniel Dwyer is ResultsCX’s Vice President of Client Solutions. He has a demonstrated history of working in the information technology and services industry. With nearly three decades of experience, Dan is experienced in leading high-performance teams focused on improving efficiencies and employee development to provide exceptional client satisfaction.
Meet ever-evolving consumer needs with digital-first solutions
The ultra-competitive environment across the media landscape is fueling ever-higher customer expectations. Insights-driven, curated customer experiences are fundamental to staying ahead. That’s where we come in.
Utilizing analytics unique to media customers, their lifecycle, and preferences for brand interactions, we help brands design digitally influenced customer journeys. Our solutions blend AI, automation, and analytics with the human touch, helping you meet changing customer needs across the lifecycle – in a secure, efficient, and compliant environment.
Our skin in the game engagement models deliver outcomes that matter, including improved wallet share, market share, customer lifetime value (CLV), CSAT, NPS, and agent productivity.
Download the Media CX solutions brochure.
#ResultsMatter
Media subscription services company
- 12% reduction in AHT
- 80% reduction in agent training time
- Increased agent availability and reduced training costs
Global media and technology conglomerate
- 37% increase in average equipment revenue per sale
- 220% increase in total equipment sales
- 267% increase in average units per sale
- 72% sales involved highest value product package
Long-standing partnerships
Large American broadcasting company
Customer life cycle support across 12 sites in all geographies
Fortune 100 subscription video on-demand company
Global voice and chat support across technical, billing, content, activation, cancellation, and bundled services
Fortune 100 subscription video on-demand company
Reactive inbound chat support across technical, billing, content, activation, cancellation, and bundled services
Our Services​
Revenue Acceleration
- Customer acquisition​
- Sales renewals
- Inbound/outbound and consultative sales
- Loyalty Program Support
- Customer Retention – Cross-selling & Upselling
Cost Optimization
- Customer Service
- Customer/subscriber lifecycle support
- Billing & Collection
- Tech Support
- Process Automation & Optimization
- KYC & Due Diligence
- Workforce Management
- Content and review moderation & management support
- Translation services - dubbing, subtitling
- Content Management Support
- Call Transfer Rate Reduction
- Dynamic Agent Training Programs
Enhanced Experience
- Omnichannel Customer Support - including Conversational AI Chatbots
- Sentiment Analytics
- Call Driver Assesment
- Repeat Call Analytics
- Customer Churn Mitigation
- Channel Optimization
How we do it
Our approach to customer experience management (CXM) provides seamless multi-geo support, reduces customer churn, and preserves the integrity of your brand.
We take the time to understand your business, your customers, and how they interact with you, to design solutions that drive engagement and deliver outcomes that matter.
Our approach
Powerful ecosystem
Make the most of our CX expertise, proprietary tools, and high-impact partnerships across implementation, client solutions, account operations, and IT
SupportPredict AI-powered knowledgebase
Deliver knowledge across all customer touchpoints whether from an agent, through service, in a social community, or through mobile, using our patent protected platform.
Social and digital experience management
Take charge of your social care, reputation management, and content moderation. Our people development and performance management processes, playbooks, and suite of technology provide a scalable best-in-class strategy – across geographies and brands.
Advanced analytics
Support data-driven operations, multi-channel efficiencies, agent retention, and cross-sell and upsell to grow customer lifetime value.
How we do it
For three decades, we’ve helped leading media clients deepen engagement, personalize support, and reduce churn – all while preserving the integrity of their brands. Guided by our digital-first approach, we take the time to understand your business, your customers, and how they interact with your brand, to design solutions that deliver the desired outcomes. From identifying strong leads to optimizing channel mix to accelerating acquisition to improving cross-sell/upsell.
Increased customer lifetime value
- Advanced analytics to better understand customer needs, target, prioritize, customers most likely to convert.
- Multiple platforms – email, chat, app, website, social media, and voice – so customers can engage on a channel of their choice.
Improved agent performance
- Fit-for-purpose agents through automated proficiency testing and AI-driven candidate concierge.
- Next-gen training for ongoing market level learning, development, and cultural sensitivity.
- Real time dashboards, AI-driven knowledgebase, guided-workflows, and real time service alerts.
- Programs and interventions to ensure advocate health and wellness.
Elevated experiences
- Key insights to deliver focused, intelligent, and desired experiences.
- Curated experiences based on customer profile and preferences.
- Ability to identify bottlenecks and preempt potential disruptions in service across the lifecycle.
Do more with our next-gen services
- Reach out to the right customers, on the right channel, at the right time
- Prioritize and target high value customers
- Tailor product messaging to target channel
- Leverage customer intelligence, personalize solutions, increase average order value
- Implement sales campaigns based on customer behavior
- Enable voice-based ordering system using conversational AI voice-based platform
- Use guided agent workflows to improve sales conversion
Industry leading capabilities
Driving innovation and consistent, repeatable core best practices across all aspects of customer support
Technology & contact center operations experience 
Recognized as #1 in buyer satisfaction, proactiveness, and ease of doing business in Everest Group’s Customer Experience Management Matrix 2022
Proven business outcomes 
Top of peer group security ranking, HIPAA HITRUST Certification, PCI-DSS, FFIEC, SOC I, SOC II, GLBA
Outstanding security and compliance 
With stellar seasonal ramp record, AI-enhanced onboarding, proven agent incentive structures, and prescriptive sales coaching
Workforce readiness 
Meet our experts
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Vice President, Client Solutions
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Leadership /
Tonya Grant
Tonya Grant
Vice President, Account Operations
Tonya Grant is Vice President, Account Operations at ResultsCX. With over two decades of industry experience, Tonya provides leadership in devising account strategies and best practices – setting up processes, metrics, and improvement engine – to help our clients reach their CX goals.
Vice President, Account Operations
Awards & recognition
We have been recognised a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX
Beyond operational excellence
Revenue Acceleration
Digitally-led CX strategies, solutions, tools, and accelerators to advance growth and revenues
Cost Optimization
Omnichannel strategies, resolution-centered approach, and innovative workforce management toolkit to keep a lid on costs
Enhanced Experience
Seamless, responsive, and data-driven experiences that keep customers coming back
Discover new ideas, insights & solutions
Transform Your Customer Experience, Act Now!
