CX Tiering Model

The Challenge

A global platform lacked a scalable customer experience strategy. High-value advertisers received inconsistent service. There was no system in place to prioritize support or balance integrity risk with growth opportunity.

What We Did

• Designed a tiered CX model based on advertiser spend, potential, and risk exposure

• Mapped customer journeys and support escalation paths across tiers

• Built CX policy rules, benefit structures, and auto-routing logic

• Operationalized the model in collaboration with engineering, product, and sales teams

The Outcome

Risk-related support escalations dropped by 30%, service personalization improved for 3 tiers, and the program unlocked over $25M in additional advertiser growth