GET TO KNOW NEW CUSTOMERS TO GET THEM TO GROW.
TO CROSS-SELL NEW SERVICES, PERSONALIZE THE CUSTOMER JOURNEY.
STRATEGY & CREATIVE DEVELOPMENT
ENGAGEMENT & RETENTION
Following the acquisition of DIRECTV and a nearly 20 million-member base expansion, AT&T tasked KERN with rebuilding a fully integrated customer journey across their ecosystem of brands. By analyzing first-party customer data and millions of brand interactions overlaid with ambient consumer data, we created actionable customer audiences. Then we identified moments of impact based on potential for value and vulnerability to craft a new, unified customer journey. Lastly, we built and deployed a dynamic design system enabled by our marketing automation toolkits to achieve personalization at scale, all resulting in a lift in customer engagement, Net Promoter Score and incremental revenue.