Quick Answer
Media and entertainment leaders are using AI, workforce optimization, and proactive communication to manage customer service surges during live events, streaming premieres, ticket sales, and major content launches.
A live sports event is minutes from starting. A streaming premiere has just dropped. A ticket presale opens, and thousands of fans are trying to log in, pay, redeem, stream, or recover access at the same time. In that moment, customer service is no longer a support function relegated to the back of the experience. It becomes part of the experience itself.
For media and entertainment leaders, customer surge management has become a serious test of operational readiness. High-pressure events now arrive through live broadcasts, ticketing windows, gaming launches, app updates, subscription changes, and content releases across every major service channel.
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