For AMC Global Media, that experience is especially important because its audiences aren’t simply customers; they’re passionate fans with emotional connections to the stories, characters, and worlds they love.

In this Brand Spotlight, Nicholas Solomon, Vice President of Customer Service at AMC Global Media, shares how his team is combining AI, Voice of the Customer insights, and empathetic service to remove friction, strengthen loyalty, and keep customer support from getting in the way of the entertainment experience.

Removing friction at every moment that matters

In a crowded streaming market, simplicity and reliability are no longer differentiators; they’re expectations. Solomon says AMC Global Media focuses on making the experience work seamlessly across devices, platforms, and brands, without requiring customers to navigate complicated logins, entitlements, or support processes.

But seamless service isn’t just about efficiency. It’s also about empathy.

“When something goes wrong, a great customer experience is meeting customers where they are, resolving issues quickly, and making them feel heard,” Solomon explains.

That philosophy is particularly important when serving passionate fandoms. A billing question or technical issue may seem routine from an operational perspective, but for a viewer deeply invested in a show, even a small disruption can feel personal.

Using AI to remove friction, not the human touch

As AI continues to reshape customer service, AMC Global Media is taking an intentional approach. The goal isn’t to replace human agents, but to use technology where it can make the experience easier.

Automation and self-service can efficiently handle routine, high-volume needs, while agents remain available for situations that require judgment, empathy, or deeper problem-solving. Agent-assist technology also gives employees greater context, allowing them to focus on the interactions where human connection matters most.

That balance is already producing results. As AMC Global Media reduced friction across high-volume customer journeys, CSAT increased from 69% to 82%, while NPS doubled.

Turning customer service into a source of insight

For Solomon, the contact center has a role that extends far beyond issue resolution. It serves as both a safety net for customers and a feedback loop for the organization.

Customer interactions reveal where customers are struggling, where expectations aren’t being met, and which problems keep coming up. AMC Global Media uses those insights across product, engineering, marketing, and other teams to inform improvements and reduce repeat pain points.

The result is a more proactive approach to CX, one where customer service doesn’t simply respond to problems but helps prevent them.

Building loyalty by making customers feel heard

Ultimately, AMC Global Media’s approach comes down to a simple idea: great CX should protect the customer’s relationship with the content and the brand.

Technology can make service faster. Data can make it smarter. But empathy is what makes the experience meaningful.

As Solomon puts it, “Solving the immediate issue is expected. Building trust is the differentiator.”

For CX leaders, that’s a powerful reminder: operational excellence and memorable experiences don’t have to compete. When organizations invest in their people, use technology thoughtfully, and genuinely listen to customers, they can create experiences that do more than resolve issues; they build trust that keeps customers coming back.

Want to hear more from Nicholas on how AMC Global Media is turning customer service into a driver of trust and loyalty? Read the full Brand Spotlight in the latest issue of CX Insight magazine. 

The post How AMC Global Media is Building Loyalty Through Seamless Service appeared first on Execs In The Know.

At the center of this shift is Carolyne Truelove, Vice President of Customer and Operational Excellence. With a deep belief that operational excellence and human connection can, and must, coexist, she’s leading a reimagining of what it means to care for travelers at scale.

The vision is clear: a care model that’s globally scalable, digitally intelligent, and emotionally resonant. One that empowers teams, anticipates needs, and inspires loyalty alongside bookings.

Turning Care into a Competitive Advantage

“We’re not just delivering service,” Truelove says. “We’re curating experiences with purpose, passion, and precision.” This mantra has fueled American Airlines’ shift from reactive service to proactive care.

With more than 350 airports and a vast network of multilingual engagement centers, the airline is proving that scale does not require sacrificing personalization. Predictive analytics, disruption modeling, and AI-powered tools are enabling teams to support customers before needs are even voiced.

In 2024 alone, over 20 million contacts were right-channeled from traditional to digital touchpoints such as the redesigned app and website. These efforts allow agents to focus on complex moments that call for empathy, flexibility, and a human touch.

Designing the Future of Travel, One Interaction at a Time

The airline’s transformation is reflected not just in the tools, but in the results. A reimagined AAdvantage^® app now acts as a personal concierge. Agent-assist technology has boosted First Contact Resolution past 85 percent. Newly launched self-service trackers have reduced baggage resolution times by 40 percent.

Speed is not the only priority. According to Truelove, technology is used to amplify, not replace, the human spirit. Automation addresses routine needs, giving employees more time to listen, understand, and connect.

That combination of precision and empathy defines American Airlines’ approach to modern customer care. From mood-aware AI to visual troubleshooting and multimodal service design, the airline is investing in tools that deliver care with intelligence and intuition.

Culture-Led Change Starts at the Frontline

For Truelove and her team, lasting transformation depends on trust, both with customers and employees. Frontline teams are empowered with real-time journey views and contextual tools, and their contributions are recognized through global rewards, customer kudos, and visibility into impact.

The question that drives every innovation is simple: What are our teams experiencing firsthand? These insights have led to meaningful changes in staffing models, policy design, and agent well-being, including a 14 percent reduction in absenteeism through targeted initiatives.

Coaching is central to success. Truelove describes it as her greatest joy. “The best results come from teams that feel seen, supported, and unstoppable.”

Data-Driven, Empathy-Led

Stories from customers and employees remain a powerful source of insight, but data is used as a guiding light to improve experiences in real time. It informs how and when to act, helping the team deliver consistently across channels and time zones.

Whether implementing contextual nudges, inclusive digital experiences, or culturally fluent training, American Airlines is creating personalized service from Tokyo to Tucson.

Looking ahead, the future of customer care will rely on a blend of AI and human warmth. Emotion-aware prompts and personalized guidance will allow teams to serve with efficiency and care. Yet what excites Truelove most is experiencing the journey herself, as a customer, a leader, and a traveler.

This isn’t just about better technology. It’s a human-centered reinvention of how people experience air travel.

Read the full Brand Spotlight interview in the July issue of CX Insight magazine, available now.

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