Case Studies / How Sony Pictures Used Upshot.ai to Improve Product Experience and Increase Average Revenue Per User (ARPU)

CASE STUDIES

How Sony Pictures Used Upshot.ai to Improve Product Experience and Increase Average Revenue Per User (ARPU)

Sony brought its iconic and #1 game show in the world, Who Wants To Be A Millionaire, onto the mobile app, providing users with a chance to feel what it’s like to be in the hot seat. They integrated the mobile app with Upshot.ai to start measuring CX.

Results

36%
36% Users Answered the Eighth Question
28%
28% Increase In ARPU

Challenges

Lifeline Utilization

Sony discovered that users were losing the game even when they had not exhausted their lifelines. This indicated better in-game support and guidance to help users utilize their resources effectively.

Round Completion

A substantial number of users were unable to complete the eighth round, which emerged as a critical drop-off point. It became imperative to ensure users could progress beyond this stage, as this was crucial for maintaining engagement and increasing game retention.