in this issue
 Creating Seamless Streaming Experiences Through Trust, Technology, and Empathy |
How AMC Global Media is using customer insights, AI, and human-centered service to remove friction and strengthen viewer loyalty.
by Execs In The Know
Nicholas Solomon
Vice President of Customer Service
For streaming companies, the customer experience extends well beyond the moment someone presses play. Every interaction, from discovering new content and managing subscriptions to resolving technical issues, shapes how customers perceive the brand. In a market where viewers have countless entertainment options, delivering a seamless experience has become just as important as producing compelling content.
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 reduce friction, strengthen loyalty, and ensure customer support enhances rather than interrupts the viewing experience.
Execs In The Know (EITK): You lead and manage end-to-end customer journeys at AMC Global Media. How do you define a great customer experience in the world of streaming and entertainment today?
Nicholas: At AMC Global Media, we create a great customer experience by removing friction at every moment that matters from discovery and sign-up through playback, account management, and ongoing engagement. In today’s crowded streaming landscape, customers have multiple choices, so reliability and simplicity are table stakes. The experience needs to just work across devices, platforms, and brands – without forcing customers to think about logins, entitlements, or where to go for help.
Equally important is empathy at scale as we deal with emotions from customers when they contact us. When something goes wrong, a great customer experience is meeting customers where they are, resolving issues quickly, and making them feel heard. We use customer feedback, contact drivers, and voice of the customer insights to collaborate with cross-functional teams to continuously improve customer experience.
Finally, great CX in entertainment is about earning loyalty over time. Solving the immediate issue is expected; building trust is the differentiator. We do that through consistency, transparency, and thoughtful design that puts the customer first. When it works, the experience feels seamless, and the brand connection grows stronger, allowing the content to shine.
EITK: Entertainment brands often have incredibly passionate audiences. How does that fandom shape the way your customer service organization approaches support and engagement?
Nicholas: Fandom fundamentally changes the role of customer service. Our audiences aren’t just customers; they’re deeply involved in the stories, characters, and worlds that we create. That means that every interaction carries emotional weight, and we approach support with empathy, context, and respect for that passion, recognizing that any technical issue or billing question can feel like an interruption to something personal. The goal is to remove ourselves from equation-solving issues quickly, communicating transparently, and letting the content lead. When we do that well, we move beyond problem solving and build enduring trust and loyalty.
EITK: AMC Global Media is home to some incredibly passionate fan communities built around iconic shows and storytelling. How does your team think about supporting those fandoms and ensuring the customer experience lives up to the emotional connection viewers have with the content?
Nicholas: At AMC Global Media, we know fandom is emotional, not transactional. Our responsibility is to honor that connection by delivering support that’s empathetic, seamless, and respectful of the viewer’s time. That focus has real impact. Last year, as we reduced friction across high volume journeys, CSAT rose from 69% to 82%, and NPS doubled, reinforcing how strongly fans respond when the experience protects their connection to the content. When support stays out of the way, trust and loyalty grow.
EITK: Contact centers are evolving quickly as technology and AI reshape the landscape. How are you thinking about the balance between automation, self-service, and the human touch for AMC Global Media customers?
Nicholas: We foresee utilizing AI to remove friction, not replace our human agents. Automation and self-service are ideal for fast, high-volume needs like account changes or common technical issues where customers value speed and simplicity. But when a situation is complex or emotional, human touch matters. Our approach is intentional: use AI to handle the routine, give agents better context, and ensure customers can always reach a knowledgeable human when it matters most.
EITK: From your perspective, what role should the contact center play in the broader customer journey, not just resolving issues, but shaping the overall experience?
Nicholas: In my opinion, the contact center should act as both a safety net and a feedback loop, protecting the experience in the moment while informing how we design our streaming services and platforms in the future. Beyond resolving issues, our teams identify friction, emotional moments, and unmet expectations across the customer journey. Those insights feed directly into product, UX, and communication decisions, helping us eliminate repeat pain points and improve self-service. When done well, the contact center doesn’t just react; it shapes a more seamless, intuitive experience that strengthens trust, loyalty, and long-term engagement.
EITK: What are some of the most important capabilities you look for when building and developing a high-performing customer service team?
Nicholas: We look for team members who combine empathy, strong judgment, and operational rigor. The most effective customer service organizations are deeply customer-centric, comfortable using data and technology, and empowered to solve problems end-to-end while continuously learning and improving the experience.
We prioritize skills like active listening, sound judgment, technical fluency, data literacy, clear communication, and ownership so agents can resolve issues confidently, adapt in real time, and continuously improve the customer experience.
EITK: Streaming services generate a wealth of customer data. How does your team use insights from customer interactions to improve experiences across the organization?
Nicholas: Customer interactions are one of our most powerful insight engines. We aggregate feedback from support inquiries, surveys, and digital channels to identify friction, prioritize product improvements, and refine communication. Those metrics are shared across product, engineering, and marketing to guide roadmap priorities, improve self-service, and clarify customer communication. By closing the loop between what customers experience and how we build, we continuously elevate the quality of the end-to-end streaming experience.
EITK: Technology continues to transform the service environment. Are there any tools, platforms, or innovations that have meaningfully changed how your team operates?
Nicholas: Recent innovations have significantly enhanced our operations. AI-powered chat and guided self-service tools now resolve common issues more efficiently, reducing customer friction.
Unified Voice of the Customer (VoC) and survey platforms provide real-time sentiment insights across brands. Simultaneously, agent-assist tools deliver greater context and consistency, empowering teams to focus on complex, high-value interactions. Collectively, these advancements are transforming our support model into one that is more proactive, scalable, and centered on delivering exceptional customer experiences.
EITK: In a fast-moving industry like entertainment, expectations change quickly. How do you ensure your customer experience strategy continues to evolve alongside customer behavior?
Nicholas: In entertainment’s dynamic landscape, we continuously evolve our customer experience strategy by leveraging real-time data, monitoring behavioral trends, and fostering a culture of innovation. Through agile methodologies and cross-functional collaboration, we stay ahead of shifting expectations, ensuring our services remain relevant, engaging, and aligned with our viewers’ needs.
We stay ahead of shifting expectations by driving innovation that not only meets but anticipates viewers’ engagement.
EITK: In the streaming world, the customer experience extends far beyond watching the show. It includes discovery, subscriptions, billing, and technical support. How do you ensure those moments work together to create a seamless experience for viewers?
Nicholas: In streaming, a seamless customer experience means making sure every touchpoint, from discovery to billing, works in harmony. We ensure this happens by integrating intuitive interfaces, real-time support, and proactive outreach. For example, live chat resolves technical issues instantly, while AI-driven help centers guide users through subscription or billing questions. Our support teams monitor digital and social channels to address concerns quickly, and we use customer feedback to refine processes. Every interaction is designed to be smooth, responsive, and viewer-centric.
EITK: Looking back at your career, what leadership lessons have most shaped how you lead customer service teams today?
Nicholas: Looking back, the most impactful leadership lesson I’ve learned is the importance of empathy and active listening. Leading customer service teams requires understanding both customer needs and the team’s challenges. Early in my career, I realized that empowering team members and fostering a culture of trust leads to better performance and customer satisfaction.
I’ve also learned that clear communication, adaptability, and leading by example are essential. By staying close to the frontline experience and continuously learning from both successes and setbacks, I’ve been able to build resilient, motivated teams that consistently deliver exceptional service.
As Maya Angelou said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
EITK: For CX leaders across our community, what advice would you share about building a customer service organization that can deliver both operational excellence and memorable customer experiences?
Nicholas: To build a customer service organization that delivers both operational excellence and memorable experiences, start by investing in your people. Empower them with the right tools, training, and trust. Create a culture where feedback fuels improvement and empathy drives every interaction. Balance metrics with meaning. Efficiency matters, but so does the human touch. When your team feels valued, and your customers feel heard, excellence is the outcome, and loyalty is the legacy.
About AMC Global Media
AMC Global Media is home to many of the greatest stories and characters in TV and film, and the premier destination for passionate and engaged fan communities around the world. The company creates and curates celebrated series and films across distinct brands and makes them available to audiences everywhere. Its portfolio includes targeted streaming services AMC+, Acorn TV, Shudder, Sundance Now, ALLBLK, HIDIVE, and All Reality; cable networks AMC, BBC AMERICA (which includes U.S. distribution and sales responsibilities for BBC News), IFC, SundanceTV, and We TV; and film distribution label Independent Film Company. The Company also operates AMC Studios, its in-house studio, production, and distribution operation behind acclaimed and fan-favorite original franchises, including The Walking Dead Universe and the Anne Rice Immortal Universe. AMC Global Media is headquartered in the United States, with international operations in Iberia, Latin America, Central Europe, the U.K., Australia, and New Zealand.
About Nicholas
Nicholas Solomon is Vice President of Customer Service at AMC Global Media, where he leads end-to-end service delivery across the company’s brands, improving CSAT by 45% and NPS by 35 points while reducing cost to serve by 40%. A visionary leader known for building high-performing global teams, driving operational excellence, and mentoring diverse talent, Solomon previously scaled Disney+ across 130 countries in 25 languages and built global command center operations at Amazon and Aegis. He combines strategic P&L management with a people-first approach, consistently turning complex service organizations into efficient, customer-centric operations that deliver measurable results and lasting stakeholder value.
Execs In The Know partners with brands that provide outstanding customer service (CX) experiences. The Brand Spotlight Series showcases innovations and solutions to CX challenges faced by today’s leading brands
Thank you to Nicholas Solomon and the AMC Global Media team for contributing to this Execs In The Know Brand Spotlight.
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