For streaming companies, the customer experience doesn’t end when someone presses play. From discovering content and signing up to managing an account, troubleshooting playback, and getting help, every interaction shapes how viewers feel about the brand.
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.
